The internet is now a major source of health information for lay people. Within the medical, sociological and popular literatures there have been three main responses to this development. We classify these as 'celebratory', 'concerned' and 'contingent'. This paper falls into the third category and, drawing on techniques of discourse analysis, examines people's accounts of their use of online health resources. It identifies six implicit rules -which we call 'rhetorics of reliability' -that people readily draw upon when articulating why they trust some online sources and not others. In addition participants locate their accounts within broader discursive frameworks in order to present themselves as 'sensible' users. The article concludes by suggesting that there is an emerging concordance between the lay use of the internet for health and illness and dominant (generally) biomedical conceptions of what constitutes 'good quality' health information.

Relationship marketing (RM) was conceived as an approach to industrial and service markets, and was considered inappropriate in other marketing contexts. Recently, however, the domain of RM has been extended to incorporate innovative applications in mass consumer markets. Much has changed in a few short years. Recent applications of RM in consumer markets have been facilitated by developments in direct and database marketing within an increasingly competitive and fragmented marketplace. This paper presents a critical review of the history of RM in consumer markets, and incorporates important conceptual, practical, empirical and popular contributions. A number of critical issues which remain unresolved are identified in the paper. These form the basis of ten research propositions which are crucial to justifying and advancing the domain extension into consumer markets.

The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience (CE) in a business-to-business (B2B) context using input-output measures. The paper introduces a strategic customer experience management framework to capture the complexity of B2B service interactions and discusses the value of outcomesbased measurement. Design/Methodology/ApproachThis is a theoretical paper that reviews extant literature related to B2B customer experience and asks fresh questions regarding B2B customer experience at a more strategic network level. FindingsThe paper offers a reconceptualisation of B2B customer experience, proposes a strategic customer experience management framework, and outlines a future research agenda. Research Limitations/ImplicationsThis paper is conceptual and seeks to raise questions surrounding the under-examined area of B2B customer experience. It offers a framework that is propositional in nature and will thus benefit from further empirical interrogation. Practical ImplicationsExisting measures of customer experience are problematic when applied in a B2B (services) context. Rather than adopting input-and output-based measures, widely used in a businessto-consumer (B2C) context, a B2B context requires a more strategic approach to capturing and managing customer experience. Focusing on strategically important issues should generate opportunities for value co-creation and are more likely to involve outcomes-based measures. Social ImplicationsImproving understanding of customer experience in a B2B context should allow organisations to design better services and consequently enhance the experiences of their employees, their customers and other connected actors. This paper critiques the current approach to measuring customer experience in a B2B context, drawing on contemporary ideas of value-in-use, outcomes-based measures, and 'big data' to offer potential solutions to the measurement problems identified. Originality/Value

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