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Please Do Not Distribute Without Permission From the Author
Framarz Byramjee
Department of Marketing
Florida Atlantic University
Services constitute a vital stream among the marketing functions of a business. In an
advanced economy like the U.S., which is mainly service-based, services marketing
forms an essential ingredient of the offerings mix of any organization. Better serviceproviding capability leads to smoother business functions for all parties involved in the
exchange processes. Reduced transaction costs due to better service can nurture
harmonious relationships between partners or organizations, and thus act as an incentive
for firms to outsource instead of vertically integrate. Better service could prevent parties
from engaging in conflicts. However, if conflicts did arise due to mismatched
interests/goals, their previous relationships would serve well in negotiating and resolving
these conflicts. The issue of rela tionships in services marketing thus bears great concern
to all companies and corporations engaged in business worldwide, and to consumers
likewise. This paper attempts to establish a model involving the above relevant issues of
inter-organizational relationships within the context of services marketing.