Relationship marketing: Key issues for the utilities sector

Journal of Marketing Management

Volumn 13, Issue 5, 1997, Pages 463-477

  Payne, Adrian ^a   Frow, Pennie ^a  

^a CRANFIELD UNIVERSITY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0009091637     PISSN: 0267257X     EISSN: 14721376     Source Type: Journal    
DOI: 10.1080/0267257X.1997.9964486     Document Type: Article

References (32)

1. Allio, R.J., and Patten, J.M., 1992. “The Market Share/Excellence Equation”. Planning Review, September/October
2. Berry, L.L., 1983. “Relationship Marketing”. In Emerging Perspectives on ServicesMarketing, Edited by:Berry, L.L., Shostack, G.L., and Upah, G.D., 25–28. Chicago:American Marketing Association.
3. Boscheck, R., 1994. “Deregulating European Electricity Supply:Issues and Implications”. Long Range Planning, 27 (5):111–123.
4. Buchanan, R.W.T., 1990. “Customer Retention:The Link Between Customer Satisfaction and Profitability”. Bain & Company Inc. unpublished internal paper
5. Bund Jackson, B., 1985. Winning and Keeping Industrial Customers:The Dynamics ofCustomer Relationships, Lexington Books.
6. Buzzell, R.D., and Gale, B., 1987. The PIMS Principles, The Free Press.
7. Allio, R.J., and Patten, J.M., 1992. “The Marketing Share/Excellence Equation”. Planning Review, September/October
8. Carter, M., 1995. “The Mains Attraction”. Marketing Week, 18 (38) 8 December:36–39.
9. Christopher, M., Payne, A., and Ballantyne, D., 1991. Relationship Marketing:BringingQuality, Customer Service and Marketing Together, Butterworth-Heinemann.
10. Clark, M., and Payne, A.ET., “Customer Retention”. Paper presented at the 1993Annual Marketing Education Group Conference. UK.
11. Croft, M., 1995. “The Bill to Change”. Marketing Week, 17 November:29–30.
12. Evelyn, J., and DeCarlo, N., 1992. “Customer Focus Helps Utility See the Light”. Journal of Business Strategy, January/February:8–12.
13. Falkenberg, R.J., 1995. ‘Tools to and Market Dominance”. Public Utilities Fortnightly, 133 (22):26–29.
14. Glynn, R., 1994. “Offering Customers Direct Access:Using Choice to Stimulate Competition”. Electricity Journal, 7 (10):52–57.
15. Gröroos, C., 1994. “From Marketing Mix to Relationship Marketing:Towards a Paradigm Shift in Marketing”. Management Decision, 32 (2):4–20.
16. Gummeson, E., 1994. Relationship Marketing:From 4Ps to 30Rs, Stockholm:Stockholm University.
17. Jones, T.O., and Sasser, W.E., 1995. “Why Satisfied Customers Defect”. HarvardBusiness Review, November-December:88–99.
18. Levitt, T., 1983. “After the Sale is Over…”. Harvard Business Review, September-October:87–93.
19. Miller, W., 1993. “John Bryson:Fresh Breath in a Once-Stale Industry”. IndustryWeek, 242 (22):34–38.
20. Payne, A., Christopher, M., Clark, M., and Peck, H., 1995. Relationship Marketing forCompetitive Advantage, Butterworth-Heinemann.
21. Payne, A., ed. 1995. Advances in Relationship Marketing, London:Kogan Page.
22. Payne, A., and Rickard, J., 1997. “Relationship Marketing, Customer Retention and Firm Profitability”. Working Paper Cranfield School of Management.
23. Pitcher, G., 1995. “The Government's Abuse of Power”. Marketing Week, 18 (27):29
24. Ravald, A., and Grönroos, C., 1996. “The Value Concept and Relationship Marketing”. European Journal of Marketing, 30 (2):19–30.
25. Reichheld, F.F., 1996. The Loyalty Effect, Harvard Business School Press.
26. Reichheld, F.F., 1993. “Loyalty Based Management”. Harvard Business Review, March-April:64–73.
27. Reichheld, F.F., and Kenny, D.W., 1990. “The Hidden Advantages of Customer Retention”. Journal of Retail Banking, 12 (4) Winter
28. Reichheld, F.F., and Sasser, W.E., Jr. 1990. “Zero Defections:Quality Comes to Services”. Harvard Business Review, September-October:105–111.
29. Reichheld, F.F., and Sasser, W.E., Jr. 1990. “Customer Retention:A New Star to Steer by”. Bain & Company Inc. unpublished paper
30. Sheth, J.N., and Parvatiyar, A., 1995. “Relationship Marketing in Consumer Markets:Antecedents and Consequences”. Journal of the Academy of Marketing Science, 23 (4):255–271.
31. Simmonds, C., “Future Scenarios for the Utilities and Telecoms Industry - an Increasingly Competitive Environment”. Utilities Seminar London. February1996.
32. Test Research. February 1996. “The Role of Direct Marketing for Utilities:A Programme of Research Amongst Consumer and Utility Management”. February