Introduction: the relationship marketing
paradigm
The relationship marketing perspective is based on
the notion that on top of the value of products and/
or services that are exchanged, the existence of a
relationship between two parties creates aIDitional
value for the customer and also for the supplier or
service provider (Gro ¨ nroos, 2000b; compare also
Ravald and Gro¨ nroos, 1996). An on-going
relationship may, for example, offer the customer
security, a feeling of control and a sense of trust,
minimized purchasing risks, and in the final
analysis reduced costs of being a customer.
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