Eric Arnould
Eric Arnould is a researcher in marketing and co-author of a 1999 paper on commercial friendships between service providers and clients.
Who they are
The work of Eric Arnould reaches this site through the paper listed below. On this site the name is tied to Commercial Friendship.
Key papers
Price, L. L., & Arnould, E. J. (1999). Commercial friendships: Service provider-client relationships in context. Journal of Marketing, 63(4), 38-56. What it reports: Five studies, using numbers and interviews, developed a measure of commercial friendship. Such friendships were limited by context and by the tension between practical and expressive goals, and were associated with higher satisfaction, stronger loyalty and more positive word of mouth.
Key ideas
Commercial Friendship: A friendly, personal relationship between a service provider and a client that sits alongside the commercial exchange.
Sources
- Price, L. L., & Arnould, E. J. (1999). Commercial friendships: Service provider-client relationships in context. Journal of Marketing, 63(4), 38-56.