-
1
-
-
20444405530
-
The antecedents and consequences of customer satisfaction for firms
-
Spring
-
Anderson, E.W. and Sullivan, M. (1993), "The antecedents and consequences of customer satisfaction for firms". Marketing Science, Vol. 12, Spring, pp. 123-43.
-
(1993)
Marketing Science
, vol.12
, pp. 123-143
-
-
Anderson, E.W.1
Sullivan, M.2
-
2
-
-
0011939750
-
Customer satisfaction, market share, and profitability: Findings from Sweden
-
July
-
Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994a), "Customer satisfaction, market share, and profitability: findings from Sweden". Journal of Marketing, Vol. 38. July. pp. 33-66.
-
(1994)
Journal of Marketing
, vol.38
, pp. 33-66
-
-
Anderson, E.W.1
Fornell, C.2
Lehmann, D.R.3
-
3
-
-
21844527596
-
Relationships in business markets: Exchange episodes, value creation. and their empirical assessment
-
Fall
-
Anderson, J.G. (1993), "Relationships in business markets: exchange episodes, value creation. and their empirical assessment". Journal of Academy of Marketing Science, Vol. 23. Fall, pp. 346-30.
-
(1993)
Journal of Academy of Marketing Science
, vol.23
, pp. 346-430
-
-
Anderson, J.G.1
-
4
-
-
21844489555
-
Dyadic business relationships within a business network context
-
October
-
Anderson, J.C., Hakansson, H. and Johanson, J. (1994b), "Dyadic business relationships within a business network context". Journal of Marketing, Vol. 58. October, pp. 1-13.
-
(1994)
Journal of Marketing
, vol.58
, pp. 1-13
-
-
Anderson, J.C.1
Hakansson, H.2
Johanson, J.3
-
5
-
-
0002057980
-
Agency relationships in marketing: A review of the implications and applications of agency and related theories
-
Bergen, M., Dulla, S. and Walker, O.C. Jr (1992), "Agency relationships in marketing: a review of the implications and applications of agency and related theories". Journal of Marketing, Vol. 56 No. 3. pp. 1-24.
-
(1992)
Journal of Marketing
, vol.56
, Issue.3
, pp. 1-24
-
-
Bergen, M.1
Dulla, S.2
Walker Jr., O.C.3
-
6
-
-
84951659358
-
Relationship marketing of services growing interest, emerging perspectives
-
Fall
-
Berry. L. (1993), "Relationship marketing of services growing interest, emerging perspectives". Journal of the Academy of Marketing Science, Vol. 23, Fall, pp. 236-43.
-
(1993)
Journal of the Academy of Marketing Science
, vol.23
, pp. 236-243
-
-
Berry, L.1
-
7
-
-
0003807877
-
-
Free Press, New York, NY
-
Berry, L. and Parasuraman, A. (1991), Marketing Services Competing through Quality, Free Press, New York, NY.
-
(1991)
Marketing Services Competing Through Quality
-
-
Berry, L.1
Parasuraman, A.2
-
8
-
-
84951661416
-
Building service relationships: It's all about promises
-
Fall
-
Bitner, M.J. (1993), "Building service relationships: it's all about promises". Journal of the Academy of Marketing Science, Vol. 23, Fall, pp. 246-31.
-
(1993)
Journal of the Academy of Marketing Science
, vol.23
, pp. 246-331
-
-
Bitner, M.J.1
-
9
-
-
0039828428
-
Transmitting signals to consumers for competitive advantage
-
July/August
-
Bloom, P.N. and Reve, T. (1990), "Transmitting signals to consumers for competitive advantage". Business Horizons, July/August, pp. 38-66.
-
(1990)
Business Horizons
, pp. 38-66
-
-
Bloom, P.N.1
Reve, T.2
-
10
-
-
0042916415
-
A dynamic process model of service quality: From expectations to behavioral intentions
-
Spring
-
Boulding, W., Kalra, A., Staelin, R. and Zeithaml, A. (1993), "A dynamic process model of service quality: from expectations to behavioral intentions". Journal of Retailing, Vol. 69, Spring, pp. 127-39.
-
(1993)
Journal of Retailing
, vol.69
, pp. 127-139
-
-
Boulding, W.1
Kalra, A.2
Staelin, R.3
Zeithaml, A.4
-
11
-
-
0002019449
-
A framework for analyzing customer service orientations in manufacturing
-
Bowen, D.M., Sieh, C. and Schneider, B. (1989), "A framework for analyzing customer service orientations in manufacturing". Academy of Management Review, Vol. 14 No. 1, pp. 73-93.
-
(1989)
Academy of Management Review
, vol.14
, Issue.1
, pp. 73-93
-
-
Bowen, D.M.1
Sieh, C.2
Schneider, B.3
-
12
-
-
0542451945
-
Postpurchase marketing and relationship management
-
Ebrahimpour. M. (Ed.)
-
Cann, C.W. (1993), "Postpurchase marketing and relationship management", in Ebrahimpour. M. (Ed.), Northeast Decision Sciences Institute 1995 Proceedings, pp. 338-40.
-
(1993)
Northeast Decision Sciences Institute 1995 Proceedings
, pp. 338-340
-
-
Cann, C.W.1
-
13
-
-
0542428245
-
Customer bonding: Toward a more formal theoretical perspective
-
Cann, C.W. and Burger, P.B. (1996), "Customer bonding: toward a more formal theoretical perspective". Developments in Marketing Science, Vol. 19. pp. 76-81.
-
(1996)
Developments in Marketing Science
, vol.19
, pp. 76-81
-
-
Cann, C.W.1
Burger, P.B.2
-
14
-
-
0008850440
-
Building relationships that last
-
Gongram, C. A. and Friedman, M.L. (Eds), American Management Association, New York, NY
-
Congram, C.A. (1991), "Building relationships that last", in Gongram, C. A. and Friedman, M.L. (Eds), The AMA Handbook of Marketing for the Service Industry, American Management Association, New York, NY. p. 263.
-
(1991)
The AMA Handbook of Marketing for the Service Industry
, pp. 263
-
-
Congram, C.A.1
-
15
-
-
0002381637
-
Measuring service quality: A reexamination and extension
-
July
-
Cronin, J.J. Jr and Taylor, S.A. (1992), "Measuring service quality: a reexamination and extension". Journal of Marketing, Vol. 36. July. pp. 55-68.
-
(1992)
Journal of Marketing
, vol.36
, pp. 55-68
-
-
Cronin Jr., J.J.1
Taylor, S.A.2
-
16
-
-
0003217223
-
Managing relationships with customers: A differentiating philosophy of marketing
-
Bowen, D.M., Chase, R.B. and Cummings, T.G. and Associates (Eds), Jossey-Bass Publishers, San F-rancisco, CA
-
Czepiel, J.A. (1990), "Managing relationships with customers: a differentiating philosophy of marketing", in Bowen, D.M., Chase, R.B. and Cummings, T.G. and Associates (Eds), Service Management Effectiveness, Jossey-Bass Publishers, San F-rancisco, CA. p. 304.
-
(1990)
Service Management Effectiveness
, pp. 304
-
-
Czepiel, J.A.1
-
17
-
-
0011517817
-
-
Productivity Press, Cambridge, MA
-
D'Egidio, E. (1990), The Service Era, Productivity Press, Cambridge, MA.
-
(1990)
The Service Era
-
-
D'Egidio, E.1
-
18
-
-
0010200935
-
Linking corporate culture to strategic planning
-
May-June
-
Deshpande, R. and Parasuraman, A. (1986), "Linking corporate culture to strategic planning". Business Horizons, May-June, pp. 29-37.
-
(1986)
Business Horizons
, pp. 29-37
-
-
Deshpande, R.1
Parasuraman, A.2
-
19
-
-
0001487639
-
Organizational culture and marketing: Defining the research agenda
-
January
-
Deshpande, R. and Webster, E. (1989), "Organizational culture and marketing: defining the research agenda". Journal of Marketing, Vol. 33, January, pp. 3-15.
-
(1989)
Journal of Marketing
, vol.33
, pp. 3-15
-
-
Deshpande, R.1
Webster, E.2
-
20
-
-
0001932429
-
Developing buyer-seller relationships
-
April
-
Owyer, R.E., Schurr, P.H. and Oh, S. (1987), "Developing buyer-seller relationships". Journal of Marketing, Vol. 51, April, pp. 11-27.
-
(1987)
Journal of Marketing
, vol.51
, pp. 11-27
-
-
Owyer, R.E.1
Schurr, P.H.2
Oh, S.3
-
21
-
-
0002469577
-
A national customer satisfaction barometer: The Swedish experience
-
January
-
Fornell, C. (1992), "A national customer satisfaction barometer: the Swedish experience". Journal of Marketing, Vol. 55, January, pp. 1-21.
-
(1992)
Journal of Marketing
, vol.55
, pp. 1-21
-
-
Fornell, C.1
-
22
-
-
0030518346
-
The American customer satisfaction index: Nature, purpose, and findings
-
October
-
Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. and Bryanl, B.E. (1996), 'The American customer satisfaction index: nature, purpose, and findings". Journal of Marketing, Vol. 60, October, pp. 7-18.
-
(1996)
Journal of Marketing
, vol.60
, pp. 7-18
-
-
Fornell, C.1
Johnson, M.D.2
Anderson, E.W.3
Cha, J.4
Bryanl, B.E.5
-
23
-
-
21744448471
-
Determinants of long-term orientation in buyer-seller relationships
-
April
-
Ganesan, S. (1994), "Determinants of long-term orientation in buyer-seller relationships". Journal of Marketing, Vol. 58, April, pp. 1-19.
-
(1994)
Journal of Marketing
, vol.58
, pp. 1-19
-
-
Ganesan, S.1
-
25
-
-
84905082651
-
From marketing mix to relationship marketing: Towards a paradigm shift in marketing
-
Grönroos, C. (1994), "From marketing mix to relationship marketing: towards a paradigm shift in marketing". Management Decision, Vol. 32 No. 2. pp. 4-20.
-
(1994)
Management Decision
, vol.32
, Issue.2
, pp. 4-20
-
-
Grönroos, C.1
-
26
-
-
85107963557
-
The structure of commitment in exchange
-
January
-
Gundlach, G.T., Achrol, R.S. and John, J.R. (1995), "The structure of commitment in exchange". Journal of Marketing, Vol. 59, January, pp. 78-92.
-
(1995)
Journal of Marketing
, vol.59
, pp. 78-92
-
-
Gundlach, G.T.1
Achrol, R.S.2
John, J.R.3
-
27
-
-
33751569966
-
Vendor consideration and switching behavior for buyers in high-technology markets
-
July
-
Heide, J.B. and Weiss, A.B. (1995), "Vendor consideration and switching behavior for buyers in high-technology markets". Journal of Marketing, Vol. 59, July, pp. 30-43.
-
(1995)
Journal of Marketing
, vol.59
, pp. 30-43
-
-
Heide, J.B.1
Weiss, A.B.2
-
28
-
-
0000674883
-
Measuring organizational cultures: A qualitative and quantitative study across 20 cases
-
Hofstede, G., Neuijen, B., Ohayv, D.O. and Sanders, G. (1990), "Measuring organizational cultures: a qualitative and quantitative study across 20 cases". Administrative Science Quarterly, Vol. 35, pp. 286-316.
-
(1990)
Administrative Science Quarterly
, vol.35
, pp. 286-316
-
-
Hofstede, G.1
Neuijen, B.2
Ohayv, D.O.3
Sanders, G.4
-
29
-
-
0002089750
-
Relationship management
-
September-October
-
Levitt, T. (1983), "Relationship management". Harvard Business Review, September-October, pp. 87-93.
-
(1983)
Harvard Business Review
, pp. 87-93
-
-
Levitt, T.1
-
30
-
-
0542404300
-
Toward a theory of service delivery: An interdisciplinary conceptual model and empirical tests
-
Binghamton University
-
Mishra, D. (1995), "Toward a theory of service delivery: an interdisciplinary conceptual model and empirical tests". Working Paper, Binghamton University.
-
(1995)
Working Paper
-
-
Mishra, D.1
-
31
-
-
21344475322
-
The commitment-trust theory of relationship marketing
-
July
-
Morgan, R.M. and Hunt, S.D. (1994), 'The commitment-trust theory of relationship marketing". Journal of Marketing. Vol. 58, July, pp. 20-38.
-
(1994)
Journal of Marketing
, vol.58
, pp. 20-38
-
-
Morgan, R.M.1
Hunt, S.D.2
-
32
-
-
0002408510
-
A conceptual model of service quality and its implications for future research
-
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research". Journal of Marketing, Vol. 49 No. 4, pp. 41-50.
-
(1985)
Journal of Marketing
, vol.49
, Issue.4
, pp. 41-50
-
-
Parasuraman, A.1
Zeithaml, V.A.2
Berry, L.L.3
-
33
-
-
0031540051
-
Modeling the determinants of customer satisfaction for business-to-business professional services
-
Winter
-
Patterson, P.G., Johnson, L.W. and Spreng, R.A. (1997), "Modeling the determinants of customer satisfaction for business-to-business professional services". Journal of the Academy of Marketing Science, Vol. 25, Winter, pp. 4-17.
-
(1997)
Journal of the Academy of Marketing Science
, vol.25
, pp. 4-17
-
-
Patterson, P.G.1
Johnson, L.W.2
Spreng, R.A.3
-
34
-
-
3843132952
-
Matching corporate culture and business strategy
-
Summer
-
Schwartz, H. and Davis, S.M. (1981), "Matching corporate culture and business strategy". Organizational Dynamics, Summer, pp. 30-48.
-
(1981)
Organizational Dynamics
, pp. 30-48
-
-
Schwartz, H.1
Davis, S.M.2
-
36
-
-
0002517017
-
A role theory perspective on dyadic interactions: The service encounter
-
Solomon, M.R., Surprenant, C., Czepiel, J. and Gutman, E.G. (1985), "A role theory perspective on dyadic interactions: the service encounter". Journal of Marketing, Vol. 49. pp. 99-111.
-
(1985)
Journal of Marketing
, vol.49
, pp. 99-111
-
-
Solomon, M.R.1
Surprenant, C.2
Czepiel, J.3
Gutman, E.G.4
-
37
-
-
0004267764
-
-
Lexington Books, Lexington, MA
-
Tomatzky, L.G. and Heischer, M. ( 1990), The Processes of Technological Innovation, Lexington Books, Lexington, MA.
-
(1990)
The Processes of Technological Innovation
-
-
Tomatzky, L.G.1
Heischer, M.2
-
38
-
-
0041385347
-
The changing role of marketing in the corporation
-
October
-
Webster, E.E. Jr (1992), "The changing role of marketing in the corporation". Journal of Marketing, Vol. 56. October, pp. 1-17.
-
(1992)
Journal of Marketing
, vol.56
, pp. 1-17
-
-
Webster Jr., E.E.1
-
39
-
-
77951511906
-
An integrated model of buyer-seller relationships
-
Fall
-
Wilson, D. T. (1995), "An integrated model of buyer-seller relationships". Journal of the Academy of Marketing Science, Vol. 23. Fall, pp. 335-45.
-
(1995)
Journal of the Academy of Marketing Science
, vol.23
, pp. 335-345
-
-
Wilson, D.T.1
-
40
-
-
0003805543
-
-
John Wiley & Sons, New York, NY
-
Zaltman, G., Duncan, R. and Holbek, J. (1973), Innovations and Organizations, John Wiley & Sons, New York, NY.
-
(1973)
Innovations and Organizations
-
-
Zaltman, G.1
Duncan, R.2
Holbek, J.3
|