Customer relationship quality in landlord‐tenant relationship

Abstract

PurposeIn long‐term business relationships the customer experience is affected by how the customer perceives the quality of the customer relationship. The purpose of this paper is to understand the customer relationship quality construct in landlord‐tenant relationships in a business‐to‐business environment.Desig/methodology/approachThe theoretical framework is adapted from relationship marketing literature and this framework is then applied in case study settings to five customer companies in a landlord and tenant relationship. The paper introduces a framework of 13 relationship quality attributes and applies these to the case companies.FindingsThe results suggest that some of the suggested relationship quality attributes have an importance in a landlord and tenant relationship while some suggested attributes have less value.Research limitations/implicationsThe case studies were conducted in companies that occupy office premises in multi‐user buildings.Originality/valueThis paper introduces theoretical understanding from relationship marketing literature into the real estate business and adds practical understanding of customer relationship management into the rental business.