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The importance of service encounters for the purpose of creating and maintaining good customer relationships is widely recognised. This study focuses on the quality of face‐to‐face communication during service encounters between service providers and their customers at a help desk of a hotel...
The design of new services is a fundamental element of a firm’s growth strategy but, despite some recent work, our knowledge of the new service design process remains weak. This paper examines the impact of service culture and internal politics on the design, introduction success and rejection...
This paper is concerned with the challenge posed by the management of customer relationships in services. The focus is on banks, although similar service businesses (with long‐term customers) may be expected to encounter like challenges. The relationship approach for businesses is discussed and...
In the services marketing literature it has been argued that the concept of service loyalty needs further conceptual and empirical investigation. In this paper a theoretical framework for service loyalty consisting of three dimensions: preference loyalty; price indifference loyalty; and...
The main contribution of this paper is empirical in nature. We use data envelopment analysis to evaluate the relative efficiency of 34 commercial banks in Taiwan. Fifteen banks are identified as efficient ones and they are divided into four sub‐groups. Conversely, 19 banks are attributed as...
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