Journal of the Academy of Marketing Science · 1998 · 2.3K citations · 42 references
BusinessMarketingMarketing ManagementCustomer Relationship ManagementService OperationsServices MarketingCustomer EngagementCustomer Experience ManagementCustomer LoyaltyCustomer SatisfactionCustomer Service ManagementProduct-service SystemsRelational AdvantageRelational AssetsRelational BenefitsRelational ViewService Relationship Quality
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The Commitment-Trust Theory of Relationship Marketing
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