Relevant bibliographies by topics / Marketing Customer services / Dissertations / Theses
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Dissertations / Theses on the topic 'Marketing Customer services'

Author: Grafiati
Published: 4 June 2021
Last updated: 12 February 2022

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1

Ferraz, Sofia Batista. "Customers as fellows: analyzing customer citizenship behavior in services marketing." Universidade de São Paulo, 2018. http://www.teses.usp.br/teses/disponiveis/12/12139/tde-04072018-144431/.

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Fellow customers may need opinions about a new gadget, instructions on how to adjust gym equipment or even a lesson on how to self-check-in at the airline kiosk. The possibilities of consumers helping each other vary across services and emphasize its dynamic and interdependent nature. The main purpose of this dissertation threefold. First, we offer theoretical contributions to future studies comprising Customer Citizenship Behavior (CCB). Conducting a systematic review with 92 articles, we suggest new avenues of research regarding theoretical and methodological possibilities. Second, we invest
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Vienings, Francois. "Conceptual services marketing framework for a segmented business to achieve maximum customer value." Thesis, Stellenbosch : Stellenbosch University, 2012. http://hdl.handle.net/10019.1/97170.

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Thesis (MBA)--Stellenbosch University, 2012.<br>Relationship marketing is still in its infancy as a mainstream marketing concept, although it has established itself as an underlying paradigm in modern services marketing. Its importance is recognised to a growing extent with a call for organisations to move from a short-term transactional approach to a long-term relationship one (Kotler, 1992; Grönroos, 1994). From the interviews, it is clear that the directors support the findings in respect of the literature review that service marketing should be centred on the key concept that quality shou
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Sethapan, Wathanee. "The study of customer share marketing." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2701.

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This project will describe the nature of customer share marketing, its advantages and disadvantages. The project discusses how the marketing theme is graduating customers from market share marketing to customer share marketing and the use of customer share marketing to retain and grow existing customers.
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Bare, Michael Burnett. "Credit union service organization products and services: Implications, decisions, and strategies." CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2930.

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Steffen, Dirk. "Die Potenzialqualität von Dienstleistungen Konzeptualisierung und empirische Prüfung /." Wiesbaden : Gabler, 2006. http://site.ebrary.com/id/10192034.

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6

Maliti, Mbulelo Bruce. "Assessing a marketing strategy for an engineering consulting company." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1489.

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The engineering consulting industry in South Africa witnessed an overwhelming growth before the 2010 Fifa World Cup. The country had a lot of infrastructural development that needed the services of consulting engineers. A lot of people saw the challenge as a business opportunity and started their own consulting engineering companies. The demand for consulting engineering services was high before the 2010 Fifa World Cup; this changed after the completion of projects that were due for the world cup and some had to close or retrench staff due to scarcity of projects. The completion of 2010 Fifa W
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Dalakas, Vassilis. "The interaction of cognition and affect in consumption experiences : implications for services marketing /." view abstract or download file of text, 1999. http://wwwlib.umi.com/cr/uoregon/fullcit?p9947975.

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Thesis (Ph. D.)--University of Oregon, 1999.<br>Typescript. Includes vita and abstract. Includes bibliographical references (leaves 144-156). Also available for download via the World Wide Web; free to University of Oregon users. Address: http://wwwlib.umi.com/cr/uoregon/fullcit?p9947975.
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Randall, Wesley Spencer Pohlen Terrance Lynn. "An empirical examination of service dominant logic the theory of the network /." [Denton, Tex.] : University of North Texas, 2007. http://digital.library.unt.edu/permalink/meta-dc-3925.

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Ajilian, Saeed. "Analysis and simulation of a customer care and billing services for IT products & services /." Fribourg/Suisse : iimt-Univ.-Press, 2004. http://www.gbv.de/dms/zbw/39866806X.pdf.

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Davis, Jerome Paul. "The effects of internal marketing on service quality within collegiate recreational sport a quantitative approach /." Connect to resource, 2005. http://rave.ohiolink.edu/etdc/view?acc%5Fnum=osu1117635299.

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Thesis (Ph. D.)--Ohio State University, 2005.<br>Title from first page of PDF file. Document formatted into pages; contains xiii, 181 p. Includes bibliographical references (p. 121-130). Available online via OhioLINK's ETD Center.
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Verbauskienė, Lina. "Effect of customer experience on satisfaction and intentions of hospitality customers." Doctoral thesis, Lithuanian Academic Libraries Network (LABT), 2014. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2014~D_20141222_102513-16573.

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The analysis of the concept of customer experience, the types and peculiarities of customer experience, the concepts of experience and experiential marketing, the meaning and differences between these two concepts, the main aspects and peculiarities of these concepts are presented in the theoretical part of the thesis. This part of the paper also focuses on the explanation of the concept of hospitality and the composition of the sector of hospitality services. The peculiarities of hospitality customers, their experiences and application of experience marketing in the sector of hospitality are
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Borba, SÃrgio Luiz Machado. "Marketing in football: an analysis of services offered in stages Fortaleza." Universidade Federal do CearÃ, 2006. http://www.teses.ufc.br/tde_busca/arquivo.php?codArquivo=3613.

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Esta dissertaÃÃo analisa os serviÃos oferecidos aos torcedores, tanto nos estÃdios quanto no entorno de uma partida de futebol. Os estÃdios pesquisados sÃo os dois maiores da cidade de Fortaleza, PlÃcido Aderaldo Castelo, chamado CastelÃo, e Presidente Vargas, sob a Ãtica dos torcedores dos trÃs maiores clubes da cidade. Trata, inicialmente de apresentar a cronologia histÃrica desses estÃdios. O referencial teÃrico mostra as transformaÃÃes ocorridas no futebol, desde sua origem atà o momento da consolidaÃÃo do profissionalismo. Apresenta, ainda, a rede de relaÃÃes dos agentes envolvidos no fu
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Murray, Lynn M. "From service design to delivery integrating marketing and operations in the service unit /." Diss., Columbia, Mo. : University of Missouri-Columbia, 2007. http://hdl.handle.net/10355/4796.

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Thesis (Ph. D.)--University of Missouri-Columbia, 2007.<br>The entire dissertation/thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file (which also appears in the research.pdf); a non-technical general description, or public abstract, appears in the public.pdf file. Title from title screen of research.pdf file (viewed on December 12, 2007) Vita. Includes bibliographical references.
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Hutson, Jeffrey D. "Contemporary attitudes toward integrated marketing communication." Virtual Press, 2006. http://liblink.bsu.edu/uhtbin/catkey/1337196.

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This research utilized Q Method to learn whether attitudes regarding integrated marketing communication (IMC) among both educators and practitioners are consistent with placing IMC in an inductive or pre-theory stage of development within the theory building-research cycle. The analysis indicates an acceptance of IMC as a valid method of communication management among study participants. However the data is consistent with a negative, or at best ambiguous, conclusion when it comes to placing attitudes regarding IMC in an inductive or pre-theory stage of development within the theory building-r
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Hautamäki, M. (Minna). "Co-creating value-in-use for public healthcare customer through modularity of logistics services." Master's thesis, University of Oulu, 2015. http://urn.fi/URN:NBN:fi:oulu-201505211571.

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The healthcare industry today is in the search for efficient solutions. However, currently services, such as logistics, supporting the hospital core processes are produced in-house. Recent findings have shown internally produced services may not always be as efficient as their external alternatives. This has led to hospitals outsourcing their non-core activities which allows the external service providers to expand their markets to the healthcare industry. In this thesis, a logistics service provider’s business opportunities will be explored in the context of public healthcare. Furthermore, th
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Rokonuzzaman, Md. "Understanding Antecedents and Outcomes of Co-Creation in Service Innovation Setting." Thesis, University of North Texas, 2017. https://digital.library.unt.edu/ark:/67531/metadc984258/.

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This dissertation uses service-dominant logic to understand customer value creation in service innovation context. Although co-creation became an interesting phenomenon among marketing scholars, the underlying mechanisms of co-creation process are still vague. To fill the gaps in the literature, we draw from S-D logic to understand antecedents and outcome of co-creation to service innovation context. The results of this study show that most of the hypotheses are supported, thus finding support for the overall model of value co-creation.
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Long, L. C. B. "Is the service industry internal marketing concept congruent with the management process of delivering primary health care services in the United Kingdom?" Thesis, University of Oxford, 1997. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.389787.

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Tuzovic, Sven. "Kundenorientierte Vergütungssysteme im Relationship-Marketing : Anforderungen, Konzeptionalisierung und Institutionalisierung /." Wiesbaden : Gabler, 2004. http://www.gbv.de/du/services/toc/bs/391370197.

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Hogg, Gillian. "Service quality in business advisory services : the case of the public relations industry in Scotland." Thesis, University of Stirling, 1996. http://hdl.handle.net/1893/2583.

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The thesis concerns quality of service in the context of business advisory services. The economic rationale for improving any quality standard is based on the theory that by creating customer satisfaction and a perception of service quality, an organisation can retain its existing customers and attract new business, thus improving market share. This argument is based on the assumption that by improving the quality of the service delivered to customers, product offerings can be differentiated in such a way as to improve customer value. This is a customer defined approach to quality and assumes
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Kasabov, E. "An examination of the marketing and relationship concepts by analysing power, disciplining and compliance in customer-provider relations." Thesis, Coventry University, 2011. http://curve.coventry.ac.uk/open/items/fc20f17d-e8b9-4eb9-a91c-27968f5166d0/1.

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The main aim of this thesis, „An Examination of the Marketing and Relationship Marketing Concepts, by Analysing Power, Disciplining and Compliance in Customer-Provider Relations‟, is to expand knowledge and thinking in the subject area of marketing by researching power, disciplining and compliance in relations between customers and providers. As such, it is part of current developments in marketing theory, as the following discussion will illustrate. Marketing is a dynamic and evolving discipline (Saunders and Lee 2005) and has been enriched by the introduction of significant new topics such a
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Pohjanen, Becky. "How is Customer Commitment Related to the Complexity of a Service?" Thesis, Högskolan Kristianstad, Sektionen för Hälsa och Samhälle, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-8396.

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Purpose - The aim of this article is to explain how customer commitment, measured as affective, continuance, and normative commitment, relates to the complexity of a service. Design/methodology/approach - Data were collected from a questionnaire distributed to practicing dentists in Sweden, which capitulated a sample of 128 respondents. Nine hypotheses were tested in T-tests, Pearson’s correlation test and regression analyses. Findings – Results show that customer commitment is significant related to the complexity of a service. Affective commitment is found to be strongest in a complex servic
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Furlan, Luiz Gustavo. "Servidores de microinformática : um estudo da distribuição e dos serviços ao cliente no Brasil." reponame:Biblioteca Digital de Teses e Dissertações da UFRGS, 2010. http://hdl.handle.net/10183/22745.

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Este estudo buscou compreender o canal de marketing usado para distribuição de servidores de microinformática do tipo x86 que, segundo institutos de pesquisas como o IDC (2009), responderão pela maioria absoluta de todos os servidores vendidos no país. Dentro da categoria de servidores x86, foram explorados os que estão em fases de crescimento e maturidade no ciclo de vida, devido aos potenciais de venda e de agregação de serviços ao cliente final. Para tanto, foram entrevistados doze membros deste canal, incluindo o fabricante dos produtos, três atacadistas, quatro varejistas e quatro cliente
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Rootman, Chantal. "An international comparative study on the relationship marketing and customer retention of retail banks : lessons for South Africa." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/1376.

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Despite the extensive research undertaken in the subject area of services marketing, much is still unknown to service providers of specific services in terms of firm-client relationships and how customer retention rates can be increased. This study attempts to address this limitation. The study revolves around the relationship marketing and customer retention of banks in South Africa, Canada and the United Kingdom (UK). Service firms, including banks, are vitally important to the economy of any country as they contribute to its Gross Domestic Product (GDP) (for example a 74 percent contributio
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Beytell, Carinda Christien. "Customer expectations and satisfaction with fitness facilities in the North–West Province / by C.C. Beytell." Thesis, North-West University, 2010. http://hdl.handle.net/10394/4605.

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One of the major challenges facing service businesses today is the rapidly changing and highly competitive nature of service industries. As a result, customer expectations are also rising quickly. Increased competition in this regard has resulted in fitness facilities in particular aiming to improve their services in order for these businesses to differentiate themselves from their competitors. By improving their services, fitness facilities can better satisfy the needs of their members. Therefore, fitness facilities need to identify those service elements which are important to their members
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Madubanya, Peter Petrus Malesela. "The influence of customer relationship management on customer loyalty at a South African life insurance company." Thesis, Cape Peninsula University of Technology, 2015. http://hdl.handle.net/20.500.11838/2043.

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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology.<br>This thesis is prompted by the discussions around Customer Relationship Management (CRM) in the financial industry and life insurance companies in particular. The study seeks to gain better understanding of the influence that CRM has on Customer Loyalty in a selected South African life insurance company. While CRM has been approached by academics and practitioners from different perspectives, literature seems to be viewed as inconsistent and fragmented on this concept. The concept of CRM is a new approa
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Parker, Lukas Jay, and lukasparker@gmail com. "Trust and the Australian retail banking industry : the impact of deinstitutionalisation of Australian retail banking services on consumer trust." Swinburne University of Technology, 2005. http://adt.lib.swin.edu.au./public/adt-VSWT20051117.105403.

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Consumer trust research has principally developed from established psychological-based research. This conception of consumer trust largely draws from research pertaining to interpersonal trust. This study combined existing theories from both sociological and psychological research in developing a consumer trust model specifically for banks. Partly because of their historical position in society and also because of their government-protected position, banks, bank branches and bank managers have traditionally held a respected, and trusted position in Australian communities. Because of this repu
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Palmatier, Robert W. "How exchange inefficiency and relationship quality mediate the influence of relationship marketing on performance : the critical role of customer relationship orientation /." free to MU campus, to others for purchase, 2004. http://wwwlib.umi.com/cr/mo/fullcit?p3144448.

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Ndhlovu, Thinkwell. "The relationship between service quality, customer satisfaction and customer loyalty in the retail supermarket industry." Thesis, Rhodes University, 2014. http://hdl.handle.net/10962/d1013221.

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The increasingly competitive business environment has influenced contemporary organisations to build mutual beneficial relationships with their customers indicating a paradigm shift from transactional marketing. In order to compete in this intense competitive environment, organisations are creating competitive advantage over their rivals through service quality that will influence customer satisfaction which subsequently leads to customer loyalty. Service quality has been found to be the key strategy of success and survival for most organisations like retail supermarkets who want to win the lo
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Komulainen, H. (Hanna). "Customer perceived value of emerging technology-intensive business service." Doctoral thesis, University of Oulu, 2010. http://urn.fi/urn:isbn:9789514261817.

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Abstract This study explores customer perceived value in the context of emerging technology-intensive business service, in particular a mobile advertising service that is at the application phase of development. The purpose of the study is to conceptualise customer perceived value as a multidimensional concept by exploring 1) the complex interaction between benefits and sacrifices 2) temporality and 3) learning. This way the study contributes to the existing research within services marketing and business relationships. The empirical part of the study is conducted in the form of a qualitat
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Ashour, Mohammed L. M. "Marketing orientation, customer satisfaction and retention : the case of the telecommunications services market in Jordan." Thesis, University of Hertfordshire, 2014. http://hdl.handle.net/2299/14673.

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A great deal of attention has been devoted by researchers to examine different aspects of the relationship between marketing orientation (MO) and competitive advantage, mostly within causal relationship style research. However, the mechanisms and intermediate variables underlying this relationship remain vague and poorly investigated. Drawing upon mixed method research utilising qualitative and quantitative techniques, this study aims to offer further insight into this relationship within Jordan’s telecommunications market, focusing on customer satisfaction and customer retention as two promin
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Brown, Robert Maxwell. "Drivers of student satisfaction and student loyalty in an Australian university setting." University of Western Australia. Graduate School of Management, 2007. http://theses.library.uwa.edu.au/adt-WU2007.0060.

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[Truncated abstract] The Australian higher education sector has changed markedly in the last two decades. The size of the sector has swelled in size as new universities have been created from former Colleges of Advanced Education and Institutes of Technology, and succeeding governments have introduced policies that have embedded increasingly corporate and commercial practices into university administration. This has caused the creation of what are becoming known as ‘enterprise universities’. This thesis examines hypotheses arising from two fundamental questions. (i) Given the increasingly mark
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Benjamin, Anne Louise. "Service delivery network strategy for Arrowhead Credit Union." CSUSB ScholarWorks, 2003. https://scholarworks.lib.csusb.edu/etd-project/2170.

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Based on research into the area of financial service delivery it has become obvious that convenience and simplicity are the keys to success in the future as far as delivering financial services to consumers. This thesis discusses how this convenience and simplicity will be accomplished. It also covers the changes that need to be made and the financial impact on the institutions.
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Roberts-Lombard, Mornay. "The influence of the marketing concept on company performance with specific reference to customer services within the travel agency industry in the Western Cape." Thesis, Peninsula Technikon, 2001. http://hdl.handle.net/20.500.11838/1701.

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Thesis (MTech (Marketing))--Peninsula Technikon, 2001<br>Companies operating in the service industry must take note of three important marketing tasks. The first of these tasks is that companies should realise that they must provide the market with a variety of products. Businesses should therefore furnish the market with a diversified product range. Secondly, customers expect from the business sector to provide them with a quality service that even exceeds their own expectations. Thirdly, to ensure its survival in a competitive environment, the company should improve the productivity of its e
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Gatialová, Martina. "Návrh na zlepšení komunikačního mixu vybrané společnosti." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2021. http://www.nusl.cz/ntk/nusl-443117.

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The diploma thesis deals with the proposal for the improvement of the communication mix in a selected company. The thesis is divided into three parts. The first part focuses on theoretical knowledge about marketing and definitions of selected analyzes. The second part consists of analysis of environment of the selected company and marketing research concerning the satisfaction of the company's existing foreign customers. The final part contains the proposals for improving the communication mix, which were created based on the analysis.
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Matejková, Monika. "Analýza spokojenosti zákazníků a návrhy na zvýšení její úrovně." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2011. http://www.nusl.cz/ntk/nusl-223151.

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The diploma thesis deals with customers’ satisfaction analysis with service quality focus on financial services. Based on the theoretical knowledge about customer satisfaction and methods of service quality research, the aim of this diploma thesis is to analyze current level of customer satisfaction with service quality in the selected company and to recommend possible proposals for its improvement.
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Cohen, Howard. "The use of strategies to promote and market products and services online as well the use of customer relationship management to attract and retain customers." Thesis, Port Elizabeth Technikon, 2003. http://hdl.handle.net/10948/270.

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The Internet has provided marketing with many new tools and given old tools new or improved meanings. The Net poses tremendous challenges for scholars in many lines of research, from usability studies and consumer behaviour research to marketing and advertising research. Because the World Wide Web (the Web) presents a fundamentally different environment for marketing activities than traditional media, conventional marketing activities are being transformed, as they are often difficult to implement in their present form. This means that in many cases these marketing activities have to be recons
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Nielsen, Anne-Linn, and Victoria Larsson. "Kundrelationer i bankbranschen : Hur banker med skilda verksamheter arbetar med kundrelationer idag." Thesis, Högskolan Dalarna, Företagsekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:du-27967.

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The purpose of this study is to examine and compare how banks with differentiating operations work with their customer relationships. The financial market has changed because of digital advances in society as a whole and because of newly arisen competitors. This has created a new competition were the customer relationship is important as a competitive advantage. To establish how different banks work to retain and maintain their customer relationships we’ve conducted group interviews with banks with differentiating operations. The result shows that banks with different operations work slightly
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Smith, Malory Leanne. "Designer-client relationships : relevance of service quality during the designer selection process /." free to MU campus, to others for purchase, 2004. http://wwwlib.umi.com/cr/mo/fullcit?p1421160.

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Bamporiki, Abdallah Seif. "The impact of internal communication on guest satisfication in hospitality establishments in Cape Town." Thesis, Cape Peninsula University of Technology, 2010. http://hdl.handle.net/20.500.11838/1592.

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Thesis (MTech (Tourism and Hospitality Management))--Cape Peninsula University of Technology, 2010<br>Within the hospitality industry, where revenues are driven by guest satisfaction, service is a key to success. Internal communication plays a role that should be examined on how its performance affects guest satisfaction within hospitality. The purpose of this study is to determine if internal communication plays a role in guest satisfaction within hospitality establishments in Cape Town. The study found that sources (such as newsletters, magazines, books, journals and peers) emphasised import
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Engström, Maria. "Fujitsu Services AB Should they change their product mix : MBA-thesis in marketing." Thesis, University of Gävle, Department of Business Administration and Economics, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-677.

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<p>Aim: The aim of the study is to analyze what product mix Fujitsu Services AB should focus on in the future. That is if they should focus on service and consulting, or hardware products, or a mix of them both? The following sub-questions have been used to answer the research question.What is the optimal mix between consulting and services, and hardware and where does Fujitsu create the most value? Where is the potential for the future? Where can Fujitsu Services AB generate the most growth? How superior is the current foundation, that the company is building its strategies on and what do the
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Nicod, Lionel. "L'influence de l'aide au client sur sa participation en marketing des services." Thesis, Aix-Marseille, 2014. http://www.theses.fr/2014AIXM1050.

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Dans un contexte de croissance des tâches du client lors des expériences de service, cette thèse étudie qualitativement et quantitativement la relation entre l'aide au client, la motivation à participer et l'efficacité de la participation du client. La thèse adopte le point du prestataire de service. La partie qualitative se fonde sur deux études complémentaires, la première reposant sur les avis clients laissés en sortie de magasin, la deuxième sur l'analyse de parcours clients. La partie quantitative se déroule en deux temps. D'abord la relation entre l'aide au client (présence, nature, vect
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Madzivhandila, Rofhiwa. "Investigating factors affecting customer retention at Nedbank South Africa." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1020100.

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The banking sector plays an important role in the economy of any country across the world. The recent financial crisis shows how much of the world’s economy is influenced by the banking sector. There are different roles that banks play in contributing to the operation and growth of an economy. Their role spreads from that of intermediary to that of provider of payment clearing services. Banks are an important and integral part of any economy. According to a study by Greenberg & Simbanegavi (2009), the South African banking sector is fertile ground for high levels of competition amongst its pla
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Vlčková, Michaela. "Marketingový výzkum spokojenosti zákazníka v oblasti služeb B2B." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2014. http://www.nusl.cz/ntk/nusl-224387.

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The master thesis is focused on a new industry of marketing – customer experience in the field of telecommunication services B2B. The theoretical part describes, analyzes and summarizes the basic concepts of information sources in the literature concerning the topic of customer satisfaction. In the analytical part the general theoretical basis and internal information of Vodafone Czech Republic are used for marketing research. On the base of obtained information are created proposals for Sales and Care deparments of B2B clients to increase customer satisfaction.
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Wong, Amy. "The management of customer relationships in the retail industry." Monash University, Dept. of Management, 2002. http://arrow.monash.edu.au/hdl/1959.1/9305.

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Jiang, Ying. "Affect, perceived service quality, and satisfaction : assessing the moderating role of service setting." HKBU Institutional Repository, 2001. http://repository.hkbu.edu.hk/etd_ra/308.

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Mills, Juline E. "An analysis, instrument development, and structural equation modeling of customer satisfaction with online travel services." Full text available, 2002. http://images.lib.monash.edu.au/ts/theses/millsje.pdf.

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Hedberg, Joel, and Jack Liikanen. ""If you're gonna play the game, you gotta learn to play it right" : Relationship marketing in the online gambling industry." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-21389.

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Background: The expansion of the Internet has created nearly endless possibilities for innovations in regards to the e-commerce environment. However, as new technologies emerges, so do the competition on the market. The online gambling industry is not an exception to this notion, characterized by numerous providers with more or less identical market offerings. In order to create competitive advantage to ensure economical growth, a need for customer retention instead of acquisition has been identified. Research question: How can the utilization of relationship marketing foster long-lasting and
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48

Parmbro, Anders. "Approaches of Aftermarket Services for Successful Customer Relations : A Study of Volvo Trucks de México S.A. de C.V." Thesis, KTH, Industriell ekonomi och organisation, 2004. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-128380.

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It has for many businesses, especially on competitive markets, become fundamental to offer augmented services around the core product, with the aim of building lasting and mutually beneficial relationships with the customers. The author of this thesis has investigated such services offered on the Mexican truck aftermarket. The art of creating successful customer relations requires theoretical insight. Research applicable on aftermarket services has therefore been studied, and the reader will go into theories of service management, relationship marketing, customer satisfaction, and customer loy
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Ma, Jun. "Attribution, Expectation, and Recovery: An Integrated Model of Service Failure and Recovery." Kent State University / OhioLINK, 2007. http://rave.ohiolink.edu/etdc/view?acc_num=kent1186171198.

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Theron, Edwin. "The management of long-term marketing relationships in business-to-business financial services." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/1409.

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Thesis (PhD (Business Management))--Stellenbosch University, 2008.<br>Since relationship marketing re-emerged as an approach to marketing, the concept was met with a great deal of interest. This interest resulted in relationship marketing being researched extensively, whilst businesses started to look for ways to build relationships with their clients. Relationships with clients can, however, only be managed if the dimensions contributing to the relationship are adequately identified. From an academic viewpoint, once all the relevant dimensions have been identified, these dimensions can
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