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Cited by 1,185

The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.

Managing Customer Relationships for Profit: The Dynamics of Relationship Quality

Storbacka, Kaj, Strandvik, Tore, Grönroos, Christian·1994·International Journal of Service Industry Management
DOI 10.1108/09564239410074358
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Abstract

Addresses customer‐relationship economic issues, more specifically the link between service quality and profitability from a relationship marketing and management perspective. In this perspective the task of marketing is not only to establish customer relationships, but also to maintain and enhance them in order to improve customer profitability. In the service quality literature higher quality is assumed to lead to customer satisfaction, which leads to customer loyalty and this drives customer profitability. The framework highlights factors that, in addition to service quality and customer satisfaction, influence the links between service quality and profitability. Also discusses aspects of improving the profitability of relationships, such as enhancing relationship revenues through higher degrees of patronage concentration, and reducing relationship cost by changing the episode configuration of customer relationships.

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Crossref · 10.1108/09564239410074358

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Metadata

Authors
Storbacka, K., Strandvik, T., & Grönroos, C.
Venue
International Journal of Service Industry Management
Publisher
Emerald
Published
1994-12-01
Volume
5
Issue
5
Pages
21-38
ISSN
0956-4233 (ISSN-L)
DOI
10.1108/09564239410074358
OpenAlex
W2043490517
Cited by
1,185
References
5
FWCI
10.74
Type
journal article
Language
en
Open access
closed

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Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.