Extending Understanding of Customer Relationship Stability: The Concept of The Blind Spot in Service Research

• ABSTRACTThis 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.

Ämnesord

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)

SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

Nyckelord

Företagsekonomi

Business Administration

Publikations- och innehållstyp

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