Title The concept of client perceived relationship value in high contact service setting /
Translation of Title Klientų suvokiamos ilgalaikių santykių su aukšto kontakto paslaugų organizacija vertės konceptas.
Authors Damkuvienė, Milda ; Balčiūnas, Sigitas
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Is Part of Socialiniai tyrimai. 2009, nr.3(17), p. 28-38.. ISSN 1392-3110
Keywords [eng] Relationship value ; Relationship benefits ; Relationship costs
Abstract [eng] As core service and price become less important differentiators in today’s competitive markets, service organizations search for new ways to differentiate themselves through improved client-organization relationships. For high-contact services in particular, developing strong customer relationships is especially important due to the intangible, experiential and often interpersonal nature of offering. This paper reveals the concept of client perceived relationship value in relationships among individual client and high contact service organization. Typologies of client perceived benefits and costs of relationship when staying in long-term relationships with a high contact service organization are provided and tested empirically. This paper provides theoretical arguments for the proposed dimensions of client perceived relationship benefits and costs that reflect the latest approaches to the value concept, relevant to high contact service markets. The empirical evidence to date in support of the original model is discussed.
Type Journal article
Language English
Publication date 2009