Customer relationships with service personnel: do we measure closeness, quality or strength?

Authors
Bove, LL Johnson, LW
Citation
Ll. Bove et Lw. Johnson, Customer relationships with service personnel: do we measure closeness, quality or strength?, J BUS RES, 54(3), 2001, pp. 189-197
Citations number
95
Categorie Soggetti
Economics
Journal title
JOURNAL OF BUSINESS RESEARCH
ISSN journal
01482963 → ACNP
Volume
54
Issue
3
Year of publication
2001
Pages
189 - 197
Database
ISI
SICI code
0148-2963(200112)54:3<189:CRWSPD>2.0.ZU;2-R
Abstract
The magnitude, degree or extent of a customer relationship with a service w orker or provider/firm has variously been referred to in the services liter ature as relationship closeness, relationship quality, or relationship stre ngth. This has led to inconsistency in both the terminology and measures us ed. We summarize this literature and proceed to provide clear guidelines as to when each of these terms is appropriate. (C) 2001 Elsevier Science Inc. All rights reserved.