Journal of the Academy of Marketing Science

, Volume 23, Issue 4, pp 246–251 | Cite as

Building service relationships: It’s all about promises

  • Mary Jo Bitner
Special Issue On Relationship Marketing


Marketing Customer Loyalty Harvard Business Review Relationship Marketing Service Encounter 
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Copyright information

© Academy of Marketing Science 1995

Authors and Affiliations

  • Mary Jo Bitner
    • 1
  1. 1.the First Interstate Center for Services Marketing at Arizona State UniversityUSA

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