How do customers of a financial services institution judge its communications?

Journal of Marketing Communications

Volumn 9, Issue 2, 2003, Pages 113-127

  Madden, Kym M ^a   Perry, Chad ^b  

^a Customcom   (Australia)

^b SOUTHERN CROSS UNIVERSITY   (Australia)

Author keywords

Corporate communications; Customer communications; Financial services; Integrated marketing communications; Relationship marketing

Indexed keywords

EID: 0344197715     PISSN: 13527266     EISSN: None     Source Type: Journal    
DOI: 10.1080/1352726032000056846     Document Type: Article

References (63)

1. Baskin, O.W. and Aronoff, C.E. (1992) Public Relations: The Profession and the Practice, 3rd edn. Dubuque, IA: Wm. C. Brown.
2. Bateson, J.E. (1995) Managing Services Marketing: Text and Readings, 3rd edn. London: The Dryden Press.
3. Bell, C.R. (1996) Communicating with your customer. Customer Service Management 13, 54-5.
4. Bernstel, J.B. (2001) Strained relationship. Bank Marketing 33(10), 14-19.
5. Bonoma, T. (1985) Case research in marketing: opportunities, problems and a process. Journal of Marketing Research 22, 199-208.
6. Burnett, J. and Moriarty, S. (1998) Introduction to Marketing Communication: An Integrated Approach. Upper Saddle River, NJ: Prentice-Hall.
7. Carson, D., Gilmore, A., Perry, C. and Gronhaug, K. (2001) Qualitative Marketing Research. London: Sage.
8. Christopher, M., Payne, A. and Ballantyne, D. (1991) Relationship Marketing: Bringing Quality, Customer Service and Marketing Together. Oxford: Butterworth Heinemann.
9. Coskun, A. and Frohlich, C.J. (1992) Service: the competitive edge in banking. The Journal of Services Marketing 6(1), 15-22.
10. Cram, T. (1994) The Power of Relationship Marketing: How to Keep Customers for Life. London: Pitman.
11. Crosby, L. and Johnson, S. (2002) CRM and management. Marketing management 11(1), 10-11.
12. Dibb, S. and Meadows, M. (2001) The application of a relationship marketing perspective in retail banking. The Service Industries Journal 21(1), 169-94.
13. Dowling, G.R. (1994) Corporate Reputations: Strategies for Developing the Corporate Brand. Melbourne: Longman Professional.
14. Duncan, T. and Moriarty, S. (1997) Driving Brand Value: Using Integrated Marketing to Drive Stakeholder Relationships. New York: McGraw-Hill.
15. Duncan, T. and Moriarty, S.E. (1998) A communication-based marketing model for managing relationships. Journal of Marketing 62, 1-13.
16. Dwyer, R., Schurr, P. and Oh, S. (1987) Developing buyer-seller relationships. Journal of Marketing 51, 11-27.
17. Eisenhardt, K.M. (1989) Building theories from case study research. Academy of Management Review 14(4), 532-50.
18. Englis, B.G. and Soloman, M.R. (1996) Using consumption constellations to develop integrated communications strategies. Journal of Business Research 37, 183-91.
19. Ennew, C.T. and Binks, M.R. (1996) The impact of service quality and service characteristics on customer retention; small businesses and their banks in the UK. British Journal of Management 7, 218-28.
20. Faust, W.H. and Spatt, S.J. (1994) Redesigning statements to build relationships. Bank Marketing 26(9), 70-75.
21. Flack, D. and Evans, P. (2001) Marketing on customer terms. Marketing Management 10(4), 18-23.
22. Ford, W. (2001) Customer expectations for interactions with service providers: relationship versus encounter orientation and personalized service communication. Journal of Applied Communication Research 29(1), 1-29.
23. Fournier, S. (1998) Consumers and their brands: developing relationship theory in consumer research. Journal of Consumer Research 24, 343-73.
24. Garbarino, E. and Johnson, M. (1999) The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing 63(2), 70-87.
25. Gilliam, T.K. (1994) Closing the customer retention gap. Bank Marketing 26(12), 51-3.
26. Gilmore, A. and Carson, D. (1996) 'Integrative' qualitative methods in a services context. Marketing Intelligence & Planning 14(6), 21-6.
27. Gonring, M.P. (1994) Putting integrated marketing communications to work today. Public Relations Quarterly 39(3), 45-8.
28. Gronroos, C. (1994) From marketing mix to relationship marketing: towards a paradigm shift in marketing. Asia-Australia Marketing Journal 2(1), 9-29.
29. Gronstedt, A. (1996) Integrating marketing communication and public relations: a stakeholder relations model. In E. Thorson and J. Moore (eds), Integrated Communication: Synergy of Persuasive Voices. Mahwah, NJ: Lawrence Erlbaum Associates, pp. 287-304.
30. Hargie, O. and Tourish, D. (eds) (2000) Handbook of Communication Audits for Organisations. London: Routledge.
31. Harris, T.L. (1991) The Marketer's Guide to Public Relations. New York: John Wiley & Sons, Inc.
32. Havlena, W.J. and Holbrook, M.B. (1986) The varieties of consumption experience: comparing two typologies of emotion in consumer behaviour. Journal of Consumer Research 13, 394-404.
33. Hayman, D. and Schultz, D. (1999) Measuring returns on marketing and communications investments. Strategy & Leadership 27(3), 26-33.
34. Hendrix, J.A. (1992) Public Relations Cases, 2nd edn. Belmont, CA: Wadsworth.
35. Herbig, P. and Milewicz, J. (1995) The relationship of reputation and credibility to brand success. Journal of Consumer Marketing 12(4), 5-10.
36. Jutkins, R. (1995) Hopelessly devoted to you: loyalty is a powerful two-way street. Direct Marketing 58(6), 37-51.
37. Keaveney, S.M. (1995) Customer switching behavior in service industries: an exploratory study. Journal of Marketing 59, 71-82.
38. Kelly, G. (1998) Making corporate communication contribute to the bottom line. In 1998 Public Relations Institute of Australia National Conference, Gold Coast, Australia: Unpublished Conference paper.
39. Kotler, P. (1995) The new paradigm: what's really happening out there? Marketing May, 20-3.
40. Kotler, P. (2000) Marketing Management. Englewood Cliffs, NJ: Prentice-Hall.
41. Kotler, P., Armstrong, G., Brown, L. and Adam, S. (1998) Marketing, 4th edn. Sydney: Prentice-Hall.
42. Marshall, B.S. and Javalgi, J.G. (1995) The market for obstetric services: an integrative approach to building relationships. Journal of Services Marketing 9(1), 60-8.
43. Miles, M.B. and Huberman, A.M. (1994) Qualitative Data Analysis: An Expanded Sourcebook, 2nd edn. Thousand Oaks, CA: Sage.
44. Mittal, B. and Lassar, W.B. (1998) Why do customers switch? The dynamics of satisfaction versus loyalty. The Journal of Services Marketing 12(3), 177-94.
45. Mohr, J. and Nevin, J. (1990) Communication strategies in marketing channels: a theoretical perspective. Journal of Marketing 50, 36-51.
46. Morgan, R.M. and Hunt, S.D. (1994) The commitment-trust theory of relationship marketing. Journal of Marketing 58, 20-38.
47. Moriarty, S.E. (1994) PR and IMC: the benefits of integration. Public Relations Quarterly 39(3), 38-44.
48. Parkhe, A. (1993) 'Messy' research, methodological prepositions, and theory development in international joint ventures. Academy of Management Review 18(2), 491-500.
49. Patton, M.Q. (1990) Qualitative Evaluation and Research Methods, 2nd edn. Newbury Park, CA: Sage.
50. Payne, A. (1993) The Essence of Services Marketing. New York: Prentice-Hall.
51. Peppers, D. and Rogers, M. (1995) A new marketing paradigm: share of customer, not market share. Planning Review 23(2), 14-18.
52. Perry, C. (1998) Processes of a case study methodology for postgraduate research in marketing. European Journal of Marketing 32(9/10), 785-802.
53. Romano, C. (1989) Research strategies for small business: a case study. International Small Business Journal 7(4), 35-43.
54. Rowley, J. and Dawes, J. (2000) Disloyalty: a closer look at non-loyals. Journal of Consumer Marketing 17(6), 538-47.
55. Saurais, G. (1995) Creating tomorrow's 'customer bank', today. Bank Marketing 27(1), 55-61.
56. Schultz, D.E., Tannenbaum, S.I. and Lauterborn, R.F. (1993) Integrated Marketing Communication. Lincolnwood, Chicago, IL: NTC Publishing Group.
57. Stacks, D., Hickson, M. and Hill, S.R. (1991) Introduction to Communication Theory. Fort Worth: Harcourt Brace Jovanovich.
58. Storbacka, K., Strandvik, T. and Gronroos, C. (1994) Managing customer relationships for profit: the dynamics of relationship quality. International Journal of Service Industry Management 5(5), 21-38.
59. Wong, S. and Perry, C. (1991) Customer service strategies in retail financial institutions. International Journal of Bank Marketing 9(3), 11-16.
60. Yin, R.K. (1993) Applications of Case Study Research. Newbury Park, California: Sage.
61. Yin, R.K. (1994) Case Study Research: Design and Methods, 2nd edn. Thousand Oaks, CA: Sage.
62. Zeithaml, V.A. and Bitner, M.J. (1996) Services Marketing. New York: McGraw-Hill.
63. Zins, A. (2001) Relative attitudes and commitment in customer loyalty models: some experiences in the commercial airline industry. International Journal of Service Industry Management 12(3), 269-94.