Customer relationship longevity and satisfaction sources in professional services

被引：0
|
作者：
Ojasalo, J [1 ]
机构：
[1] Swedish Sch Econ & Business Adm, CERS Ctr Relationship Mkt & Serv Management, Helsinki, Finland
来源：
EKONOMISKA SAMFUNDETS TIDSKRIFT | 1999年 / 52卷 / 03期
关键词：
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This article focuses on how the longevity of customer relationship is connected to satisfaction in a Professional services contest. This is a particularly important issue for the achievement of long-term relationships by professional service companies. The paper introduces the sources of satisfaction which are crucial for relationship longevity in professional services. These are called relationship-level satisfaction sources. The article also discusses some typical switching situations in which the importance of relationship-level satisfaction sources becomes clear. It also offers suggestions on how to manage satisfaction sources to support customer relationship longevity in professional services.
引用
收藏
页码：145 / 154
页数：10
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