Building value-added services into the delivery system that are not readily available from other firms defines relationship marketing based on the creation of:

Question

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Structural bonds refer to the tangible and intangible resources and capabilities that are created through long-term relationships between a firm and its customers. Building value-added services into the delivery system that are not readily available from other firms can help strengthen these structural bonds and lead to greater loyalty and retention from customers. Financial bonds focus on monetary incentives, social bonds focus on emotional connections, and service delivery paradigms and personal communication channels are not directly related to the creation of structural bonds.

Building Value-Added Services into the Delivery System That Are Not