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Extending Understanding of Customer Relationship Stability: The Concept of The Blind Spot in Service Research
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.ORCID iD: 0000-0003-2705-0836
2011 (English)Conference paper, Published paper (Refereed)
Abstract

ABSTRACT

This paper introduces the blind spot as a concept in service research. In the customer-relationship context the blind spot refers to the service providers inability to grasp the divergence between the customers patronage behavior, relationship perceptions and relational mode, and the temporal lability inherent in them. Consequently, the service provider makes a misestimation of the stability of the customer relationship. This constitutes a major challenge for service providers in their efforts to create customer value and develop relationships in order to maintain a loyal customer base. In addressing the challenge the writers develop the notion of blind spots in customer relationships, assess their consequences and propose a set of guidelines in order to reduce their effects.

Place, publisher, year, edition, pages
2011.
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-10791OAI: oai:DiVA.org:kau-10791DiVA, id: diva2:494346
Available from: 2012-02-08 Created: 2012-02-08 Last updated: 2015-05-27Bibliographically approved

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Roos, IngerEdvardsson, Bo

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