Relationship marketing competencies in the UK advertising industry
Ian ChastonPlymouth Business School, University of Plymouth, United Kingdom;Jonathon LacePlymouth Business School, University of Plymouth, United Kingdom andTerry ManglesPlymouth Business School, University of Plymouth, United Kingdom
DEVELOPING A MODEL FOR RESEARCHING THE RELATIONSHIP MANAGEMENT PROCESS
A dominant theme in services marketing over the last few years has been the importance of quality in terms of the provider delivering satisfaction to customer. Eiglier and Langeard (1987) for example posit that service quality is usually the ultimate criteria used by customers in the selection of a supplier....