Title :
Customer-Service Provider Relationships in Chinese Context: A Qualitative Study
Author_Institution :
Dept. of Marketing, Tianjin Univ. of Finance & Econ., Tianjin, China
Abstract :
This study explores the customer-service provider relationship from the customer´s point of view in Chinese context. The results from qualitative study indicate that close relationships or commercial friendships exist and develop between customers and service providers, and 18 components of these interpersonal relationships are also been identified.
Keywords :
customer services; marketing; Chinese context; customer-service provider relationship; interpersonal relationship; relationship marketing; Channel coding; Companies; Context; Economics; Finance; Interviews;
Conference_Titel :
Management and Service Science (MASS), 2011 International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-6579-8
DOI :
10.1109/ICMSS.2011.5998741
