Building Future Relationships

Glynn, William J.
September 1997
Marketing Management;Fall97, Vol. 6 Issue 3, p34
The article presents issues related to the development of compatible interactive systems between consumers and service oriented firms in the United States. In relation to this, the author has elaborated the importance of having effective software agents, or software programs that can assist people in finding or filtering information. He has also presented how balancing of intelligence between service network and individual service customer's local system works. As a conclusion, he stressed that the meaning of relationships in services marketing and management will be constantly reinterpreted as greater and greater levels of service provider/customer cooperation create and deliver the services of the 21st Century.


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