Serving customers and consumers effectively in the twenty-first century: A conceptual framework and overview A. ParasuramanDhruv Grewal OriginalPaper Pages: 9 - 16
Understanding the relationships among brands, consumers, and resellers Frederich E. Webster OriginalPaper Pages: 17 - 23
Market-driven versus driving markets Bernard JaworskiAjay K. KohliArvind Sahay OriginalPaper Pages: 45 - 54
The antecedents and consequences of customer-centric marketing Jagdish N. ShethRajendra S. SisodiaArun Sharma OriginalPaper Pages: 55 - 66
Service quality, profitability, and the economic worth of customers: What we know and what we need to learn Valarie A. Zeithaml OriginalPaper Pages: 67 - 85
Implications of loyalty program membership and service experiences for customer retention and value Ruth N. BoltonP. K. KannanMatthew D. Bramlett OriginalPaper Pages: 95 - 108
Beyond market orientation: When customers and suppliers disagree Christine SteinmanRohit DeshpandéJohn U. Farley OriginalPaper Pages: 109 - 119
Intelligence generation and superior customer value Stanley F. SlaterJohn C. Narver OriginalPaper Pages: 120 - 127
Technology infusion in service encounters Mary Jo BitnerStephen W. BrownMatthew L. Meuter OriginalPaper Pages: 138 - 149
Agency and trust mechanisms in consumer satisfaction and loyalty judgments Jagdip SinghDeepak Sirdeshmukh OriginalPaper Pages: 150 - 167
The impact of technology on the quality-value-loyalty chain: A research agenda A. ParasuramanDhruv Grewal OriginalPaper Pages: 168 - 174
