Retaining business customers through adaptation and bonding: A case study of HDoX

Journal of Business and Industrial Marketing

Volumn 16, Issue 6-7, 2001, Pages 553-573

  Ahmad, Rizeil ^a   Buttle, Francis ^b  

^a UNIVERSITY OF KENT   (United Kingdom)

^b MACQUARIE UNIVERSITY   (Australia)

Author keywords

Business to business marketing; Customer loyalty; Customer satisfaction

Indexed keywords

EID: 0005520320     PISSN: 08858624     EISSN: None     Source Type: Journal    
DOI: 10.1108/EUM0000000006192     Document Type: Article

References (47)

1. Andersen, J.C., Håkansson, H. and Johanson, J. (1994), "Dyadic business relationships within a business network context", Journal of Marketing, Vol. 58. pp. 1-15.
2. Berry, L.L. (1983), "Relationship marketing", in Berry, L.L. et al. (Eds), Emerging Perspectives of Service Marketing, American Marketing Association. Chicago, IL.
3. Berry, L.L. and Parasuraman, A. (1991), Marketing Services: Competing through Quality. Free Press, New York, NY.
4. Blois, K. (1996), "Relationship marketing in organisational markets: when is it appropriate?", Journal of Marketing Management, Vol. 12. pp. 161-73.
5. Blois, K. (1998), "Don't all firms have relationships?", Journal of Business & Industrial Marketing. Vol. 13 No. 3, pp. 256-70.
6. Booms, B.H. and Bitner, M.J. (1981), "Marketing strategies and organisation structures for service firms", in Donnelly, J.H. and George, W.R. (Eds), Marketing of Services. American Marketing Association. Chicago, IL. pp. 47-52.
7. Boone, L.F. (1992), Quotable Business: Over 2,500 Funny, Irreverent, and Insightful Quotations about Corporate Life. Random House, New York, NY.
8. Brownlie, D. and Saren, M. (1992), "The four Ps of the marketing concept: prescriptive, polemical, permanent and problematical", European Journal of Marketing. Vol. 26 No. 4, pp. 34-47.
9. Buttle, F. (Ed.) (1996), Relationship Marketing: Theory and Practice, Chapman, London.
10. Christopher, M., Payne, A. and Ballantyne, D. (1991), Relationship Marketing: Bringing Quality. Customer Service and Marketing Together. Butterworth-Heinemann, Oxford.
11. Dawkins, P.M. and Reichheld, F.F. (1990), "Customer retention as a competitive weapon", Directors & Board, Summer, pp. 42-7.
12. Easton, G. (1992), "Industrial networks: a review", in Axelsson, B. and Easton, G. (Eds), Industrial Networks: A New View of Realty, Routledge, London, pp. 3-27.
13. Fites, D.V. (1996), "Make your dealers your partners", Harvard Business Review, March- April, pp. 84-95.
14. Ford, D. (1980a), "The development of buyer-seller relationships in industrial markets", European Journal of Marketing. Vol. 14 No. 5/6, pp. 339-54.
15. Ford, D. (1980b), "A methodology for the study of inter-company relations in industrial market channels", Journal of the Market Research Society. Vol. 22 No. 1. pp. 44-59.
16. Ford, D. (Ed.) (1990), Understanding Business Market: Interaction. Relationships and Networks. Academic Press, London.
17. Ford, D. (Ed.) (1997), Understanding Business Market: Interaction. Relationships and Networks. 2nd ed., Dryden Press. London.
18. Ford, D., Gadde, L., Håkansson, H., Lundgren, A., Snehota, I., Turnbull, P. and Wilson, D. (1998), Managing Business Relationships. John Wiley & Sons, Chichester.
19. Grönroos, C. (1990), "Relationship approach to the marketing function in service contexts", Journal of Business Research, Vol. 29 No. 1. pp. 3-12.
20. Grönroos, C. (1991), "The marketing strategy continuum: towards a marketing concept for the 1990s", Management Decision. Vol. 29 No. 1. pp. 7-13.
21. Grönroos, C. (1994a), "From marketing mix to relationship marketing: towards a paradigm shift in marketing", Asia-Australia Marketing Journal. Vol. 2, pp. 9-22.
22. Grönroos, C. (1994b), "Quo vadis, marketing? Towards a relationship marketing paradigm", Journal of Marketing Management, Vol. 10. pp. 347-60.
23. Gummesson, E. (1987), "The new marketing - developing long-term interactive relationships", Long Range Planning, Vol. 20 No. 4, pp. 10-20.
24. Håkansson, H. (Ed.) (1982), International Marketing and Purchasing of Industrial Goods: An Interaction Approach. John Wiley & Sons, Chichester.
25. Håkansson, H. and Snehota. I. (1989), "No business is an island: the network concept of business strategy", Scandinavian Journal of Management. Vol. 4. pp. 187-200.
26. Håkansson, H. and Snehota, I. (1994), "Analysing business relationships", in Håkansson, H. and Snehota, I. (Eds) (1994), Developing Relationships in Business Networks. Routledge. London, pp. 24-49.
27. Hallén, L., Johanson, J. and Seyed-Mohamed (1991), "Interfirm adaptation in business relationships", Journal of Marketing. Vol. 55. pp. 29-37.
28. Jackson, B.B. (1985a), Winning and Keeping Industrial Customers: The Dynamics of Customer Relationships, D.C. Heath, Lexington. MA.
29. Jackson, B. (1985b), "Build customer relationships that last", Howard Business Review, November-December, pp. 120-28.
30. Kotler, P. (1991), Marketing Management: Analysis, Planning, Implementation and Control. 7th ed., Prentice-Hall, Englewood Cliffs. NJ.
31. Levitt, T. (1980), "Marketing success through differentiation of anything", Howard Business Review, January-February, pp. 83-91.
32. Levitt, T. (1983), "After the sale is over", Harvard Business Review, September/October, pp. 87-93.
33. McCarthy, E.J. (1960), Basic Marketing. Richard D. Irwin. Homewood, IL.
34. Möller, K. and Halinen, A. (1999), "Business relationships and networks: managerial challenge of network era", Industrial Marketing Management, Vol. 28, pp. 413-27.
35. Moriarty, R.T. and Moran, U. (1990), "Managing hybrid marketing systems", Howard Business Review, November-December, pp. 146-55.
36. Payne, A. (Ed.) (1995), Advances in Relationship Marketing, Kogan Page, London.
37. Reichheld, F.F. (1996), The Loyalty Effect: The Hidden Force behind Growth, Profits, and Lasting value, Harvard Business School Press, Boston, MA.
38. Reichheld, F.F. and Sasser, W.E. (1990), "Zero defections: quality comes to services", Harvard Business Review. September-October, pp. 105-11.
39. Richards, T. and Richards, L (1991), "The Nud*ist system", Qualitative Sociology. Vol. 14, pp. 289-306.
40. Rosenberg, L.G. and Czepiel, J.A. (1984), "A marketing approach for customer retention", Journal of Consumer Marketing, Vol. 1, pp. 45-51.
41. Turnbull, P. W. and Wilson, D.T. (1989), "Developing and protecting profitable customer relationships", Industrial Marketing Management, No. 18. pp. 233-8.
42. Vandermerwe, S. (1996), The Eleventh Commandment: Transforming to "Own" Customers, John Wiley & Sons, Chichester.
43. Webster, F.F., (1992), "The changing role of marketing in the corporation", Journal of Marketing. Vol. 56, October, pp. 1-17.
44. Weitzman, E., and Miles, M. (1995), Computer Programs for Qualitative Data Analysis, Sage Publications, Thousand Oaks. CA.
45. Wilkinson, I.F. and Young, L.C. (1994), "Business dancing - the nature and role of interfirm relations in business strategy", Asia-Australia Marketing Journal. Vol. 2 No. 1, pp. 67-79.
46. Wilson, E.J. (1996), "Theory transitions in organizational buying behaviour research", Journal of Business and Industrial Marketing. Vol. 11 No. 6, pp. 7-19.
47. Yin, R.K. (1994), Case Study Research: Design and Method. 2nd ed., Sage Publications. London.