Barriers to relationship marketing in consumer retailing

Article Abstract:

Relationship marketing especially in the context of the retail business are influenced by balance of power, level of involvement with the purchase, professionalism of the service provider and level of personal contact. However, the study does not conclusively prove this.

United States, Statistical Data Included, Business, Surveys, Technical, Business surveys

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Consumer-specific determinants of the size of retail choice sets: an empirical comparison of physical good and service providers

Article Abstract:

Consumer choice sets were found to vary by product type, with the choice set increasing in size with tangible goods providers and decreasing with pure services providers. The consumer choice set size was also found to increase customer loyalty to the services or goods provider, which is hypothesized to be caused by customer awareness of goods or services providers and the alternatives that each provider offers. Brand loyalty and product importance were shown to be insignificant in determining consumer choice set size.

Retail Trade, Service Industries

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Word-of-mouth communication in the service marketplace

Article Abstract:

Scholarly studies have established that word-of-mouth communication has a substantial influence on short-term and long-term consumer judgements and clients' purchasing behavior. A study was therefore conducted to elucidate the nature of word-of-mouth in relation to the service market. Among other results, the study found that customer dissatisfaction rather than satisfaction appeared to more likely generate communicator-initiated negative word-of-mouth. High service quality levels could therefore stimulate positive word of mouth behavior.

Decision-making, Decision making, Influence, Public opinion, Oral communication

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