dc.contributor.author |
Danaher, Peter |
en |
dc.contributor.author |
Conroy, Denise |
en |
dc.contributor.author |
McColl-Kennedy, JR |
en |
dc.date.accessioned |
2012-03-11T20:51:13Z |
en |
dc.date.issued |
2008-08 |
en |
dc.identifier.citation |
Journal of Service Research 11(1):43-62 2008 |
en |
dc.identifier.issn |
1094-6705 |
en |
dc.identifier.uri |
http://hdl.handle.net/2292/13693 |
en |
dc.description.abstract |
Prior research suggests that consumers may vary in the degree to which they wish to engage in a relationship with their service providers. The authors identify previously found and new factors that influence whether consumers expect a service provider to form a relationship with them. The authors then use these factors to segment consumers based on the relationship expectations they have with three universal categories of service providers: phone companies, banks, and doctors. Depending on the service type, either two or three segments emerge, ranging from consumers who are keen to have a relationship to those who are indifferent about relationships, down to those who are averse to forming relationships with service providers. Although there are always consumers who are keen to form a relationship with their service provider, there is no "hard core" group of consumers keen on relationships with all service providers. [ABSTRACT FROM AUTHOR] |
en |
dc.publisher |
Sage Publications; Center for Excellence in Service, University of Maryland |
en |
dc.relation.ispartofseries |
Journal of Service Research |
en |
dc.rights |
Items in ResearchSpace are protected by copyright, with all rights reserved, unless otherwise indicated. Previously published items are made available in accordance with the copyright policy of the publisher.
Details obtained from http://www.sherpa.ac.uk/romeo/issn/1094-6705/ |
en |
dc.rights.uri |
https://researchspace.auckland.ac.nz/docs/uoa-docs/rights.htm |
en |
dc.subject |
CUSTOMER services |
en |
dc.subject |
CUSTOMER relations |
en |
dc.subject |
QUALITY of service |
en |
dc.subject |
CONSUMER satisfaction |
en |
dc.subject |
CUSTOMER lifetime value |
en |
dc.subject |
CONSUMER behavior |
en |
dc.subject |
CONSUMER confidence |
en |
dc.subject |
CUSTOMER loyalty |
en |
dc.subject |
CONSUMER expertise |
en |
dc.subject |
consumers |
en |
dc.subject |
relationships |
en |
dc.subject |
segmentation |
en |
dc.subject |
services |
en |
dc.title |
Who Wants a Relationship Anyway? Conditions When Consumers Expect a Relationship With Their Service Provider. |
en |
dc.type |
Journal Article |
en |
dc.identifier.doi |
10.1177/1094670508319095 |
en |
pubs.issue |
1 |
en |
pubs.begin-page |
43 |
en |
pubs.volume |
11 |
en |
dc.rights.holder |
Copyright: Sage Publications; Center for Excellence in Service, University of Maryland |
en |
pubs.author-url |
http://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=34124038&site=ehost-live |
en |
pubs.end-page |
62 |
en |
dc.rights.accessrights |
http://purl.org/eprint/accessRights/RestrictedAccess |
en |
pubs.subtype |
Article |
en |
pubs.elements-id |
115621 |
en |
pubs.record-created-at-source-date |
2010-10-28 |
en |