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Due to major structural changes in the service sector, many service managers are recognizing the need to continually develop new services that are timely and responsive to user needs. Thus, user input and involvement in new service development are an important area of inquiry. Although there has...
In this study, the authors examine industrial buyer-seller relationships, exploring the influence of buyer perceptions of their relationships on their repurchase intentions. In particular close relationships as opposed to pure transactions, are examined. Using data collected from buyers of...
This study evaluates alternative measurement approaches to examining the relationship between perceived quality performance, customer satisfaction, and repurchase loyalty. The authors define and measure the constructs within a relative attitudinal framework and compare these results to a...
Although self-efficacy has been demonstrated to be positively associated with performance-related variables, few studies have looked at its possible antecedents in the context of personal selling. Applying social cognitive theory, this study posits that while self-efficacy positively affects...
The accelerating growth in technology-based self-service today is giving rise to questions about the acceptance of such forms of service delivery by all kinds of consumers and under different situational contexts. This study investigates the moderating effects of consumer traits and situational...
The authors examine the effect of relational constructs (e.g., satisfaction, trust, and affective and calculative commitment) on customer referrals and the number of services purchased, as well as the moderating effect of age of the relationship on these relationships. The research reported,...
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