@article{2022:steinhoff:commentari,
title = {Commentaries on Relationship Marketing: The Present and Future of Customer Relationships in Services},
year = {2022},
note = {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.},
journal = {SMR - Journal of Service Management Research},
pages = {2--27},
author = {Steinhoff, Lena and Palmatier, Robert W. and Martin, Kelly D. and Fox, Grace and Henderson, Conor M. and Clair, Julian K. Saint and Yan, Shuai and Lee, Ju-Yeon and Perko, Taylor and Harmeling, Colleen M.},
volume = {6},
number = {1}
}