Commentaries on Relationship Marketing: The Present and Future of Customer Relationships in Services

Lena Steinhoff; Robert W. Palmatier; Kelly D. Martin; Grace Fox; Conor M. Henderson; Julian K. Saint Clair; Shuai Yan; Ju-Yeon Lee; Taylor Perko; Colleen M. Harmeling

doi:10.5771/2511-8676-2022-1-2

Contents
- Chapter Expand | CollapseAuthorsPage
- 1–1 Titelei/Inhaltsverzeichnis 1–1
- 2–27 Commentaries on Relationship Marketing: The Present and Future of Customer Relationships in Services Lena Steinhoff, Robert W. Palmatier, Kelly D. Martin, Grace Fox, Conor M. Henderson, Julian K. Saint Clair, Shuai Yan, Ju-Yeon Lee, Taylor Perko, Colleen M. Harmeling Lena Steinhoff, Robert W. Palmatier, Kelly D. Martin, Grace Fox, Conor M. Henderson, Julian K. Saint Clair, Shuai Yan, Ju-Yeon Lee, Taylor Perko, Colleen M. Harmeling 2–27
- 28–46 Personality and Job Performance of Frontline Employees: A Meta-Analytic Review Bernd Marcus, Jule Heibrock Bernd Marcus, Jule Heibrock 28–46
- 47–63 Strategic Emphasis on Service-Based Business Models During the Corona Crisis: Are Customer Solutions a Curse or Blessing for Manufacturing Firms? Rodi Akalan, Andreas Eggert, and Eva Böhm Rodi Akalan, Andreas Eggert, and Eva Böhm 47–63
- 64–79 Price Sensitivity and Customer Perceived Switching Costs in Business-to-Business Markets: Joint Effect on Customer Repurchase Intentions Muzeeb Shaik, Narendra Bosukonda, Vikas Mittal, and Shrihari Sridhar Muzeeb Shaik, Narendra Bosukonda, Vikas Mittal, and Shrihari Sridhar 64–79
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SMR - Journal of Service Management Research , page 2 - 27

Commentaries on Relationship Marketing: The Present and Future of Customer Relationships in Services

Autoren

Lena Steinhoff Robert W. Palmatier Kelly D. Martin Grace Fox Conor M. Henderson Julian K. Saint Clair Shuai Yan Ju-Yeon Lee Taylor Perko Colleen M. Harmeling

DOI
- doi.org/10.5771/2511-8676-2022-1-2
- ISSN: 2511-8676
- ISSN online: 2942-3392
Abstract

Services and relationship marketing are inextricably linked, such that the intangible, heterogeneous, inseparable, and perishable nature of services renders strong relational bonds between companies and customers particularly critical. Four high-level strategies observed in current business practice bear the potential of fundamentally altering how service providers build and nurture relationships with their customers. Specifically, customer relationships in services have become more (1) data-based, (2) subscription-based, (3) sharing-based, and (4) experiences-based. This curated set of invited commentaries brings together a group of internationally renowned scholars to enhance our understanding of each of these important developments and consider their relationship marketing implications. In four commentaries, our contributor teams share their informed perspectives and offer rich sources of inspiration for both service researchers and managers.
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