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Marketing as an Exchange
In contrast to this, relational exchanges (Dwyer et al., 1987) have a longer-term orientation and develop between parties who wish to build long-term supportive relationships. So, when a consumer buys Walkers Crisps on a usual basis and even buys the same flavour on a majority of purchase occasions, relational exchanges are considered to be taking place.
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As the opening vignette indicates, The Mayo clinic has been built as one of the most powerful services brands on its firmly held belief and focus on the experience of the patient.
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