The benefits of relationship marketing for the consumer and for the fashion retailers

Journal of Fashion Marketing and Management

Volumn 8, Issue 4, 2004, Pages 425-436

  Marzo Navarro, Mercedes ^a   Pedraja Iglesias, Marta ^a   Rivera Torres, Ma Pilar ^a  

^a UNIVERSITY OF ZARAGOZA   (Spain)

Author keywords

Channel relationships; Competitive strategy; Fashion industry; Globalization; Retailers

Indexed keywords

MARKETING; RETAILING;

EID: 22144437011     PISSN: 13612026     EISSN: None     Source Type: Journal    
DOI: 10.1108/13612020410560018     Document Type: Article

References (31)

1. Alet, J. (1997), "Fidelización y calidad de servicio", Investigación y Marketing, No. 57, pp. 18-21.
2. Alet, J. (2000), "Marketing relacional", Ediciones Gestión 2000, Barcelona.
3. Antón, C. and Rodríguez, A.I. (2000), "Influencia del grado de elaboración del proceso de elección entre marcas y de las características del consumidor en la lealtad hacia la marca", Revista Europea de Dirección y Economía de la Empresa, Vol. 9 No. 3, pp. 125-46.
4. Barnes, J.G. (1994), "The issue on establishing relationships with customers in service companies: When are relationships feasible and what form should they take?", working paper, Memorial University of Newfoundland.
5. Beatty, S.E., Mayer, M.L., Coleman, J.E., Reynolds, K.E. and Lee, J. (1996), "Customer-sales associate retail relationships", Journal of Retailing, Vol. 72, pp. 223-47.
6. Berné, C., Múgica, J.M. and Yagüe, M.J. (1996), "La gestión estratégica y los conceptos de calidad percibida, satisfacción del cliente y lealtad", Economía Industrial, No. 307, pp. 63-73.
7. Berry, L.L. (1995), On Great Service - A Framework for Action, The Free Press, New York, NY.
8. Berry, L.L. and Parasuraman, A. (1991), Marketing Services: Competing Through Quality, The Free Press, New York, NY.
9. Bettencourt, L.A. (1997), "Customer voluntary performance: Customers as partners in service delivery", Journal of Retailing, Vol. 73 No. 3, pp. 383-406.
10. Bitner, M.J. and Hubber, A.R. (1994), "Encounter satisfaction versus overall satisfaction versus quality", in Rust, R.R and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA, pp. 72-94.
11. Bloemer, J.M. and Kasper, H. (1995), "The complex relationship between consumer satisfaction and brand loyalty", Journal of Economic Psychology, No. 16, pp. 311-29.
12. Cronin, J.J. and Taylor, S.A. (1992), "Measuring service quality: a re-examination and extension", Journal of Marketing, Vol. 56, pp. 55-68.
13. Dwyer, R.F., Schurr, P.H. and Oh, S. (1987), "Developing buyer-seller relationships", Journal of Marketing, Vol. 51, pp. 11-27.
14. Fornell, C. (1992), "A national customer satisfaction barometer: The Swedish experience", Journal of Marketing, Vol. 56, pp. 1-18.
15. Goodwin, C. (1994), "Between friendship and business: Communal relationships in service exchanges", working paper, University of Manitoba.
16. Grönroos, C. (1990), "Relationship approach to marketing in service contexts: The marketing and organizational behavior interface", Journal of Business Research, Vol. 20, pp. 3-11.
17. Grönroos, C. (2000), "Relationship marketing: Interaction, dialogue and value", Revista Europea de Dirección y Economía de la Empresa, Vol. 9 No. 3, pp. 13-24.
18. Gwinner, K.P., Gremler, D.D. and Bitner, M.J. (1998), "Relational benefits in services industries; the customer';s perspective", Journal of the Academy of Marketing Science, Vol. 26, pp. 101-14.
19. Han, S.L., Wilson, D.T. and Dant, S.P. (1993), "Buyer-supplier relationships today", Industrial Marketing Management, Vol. 22, pp. 331-8.
20. Jackson, D. (1993), "The seven deadly sins of financial services marketing and the road to redemption", Direct Marketing, Vol. 55, pp. 43-5.
21. Klemperer, P. (1995), "Competition when consumers have switching costs: An overview with applications to industrial organization macroeconomics and international trade", Review of Economics Studies, Vol. 62, pp. 515-39.
22. Küster, I. (2002), "La venta de relaciones", Investigación y Marketing, Vol. 74, pp. 41-6.
23. Lovelock, C. (1991), Services Marketing. Text, Cases and Reading, 2nd ed., Prentice-Hall, Englewood Cliffs, NJ.
24. Macintosh, G. and Lockshin, L.S. (1997), "Retail relationship and store loyalty: A multilevel perspective", International Journal of Research in Marketing, Vol. 14, pp. 487-97
25. Morgan, R.M. and Hunt, S.D. (1994), "The commitment-trust theory of relationship marketing", Journal of Marketing, Vol. 58, pp. 20-38.
26. Reichheld, F.F. and Sasser, W.E. (1990), "Zero defections: Quality comes to services", Harvard Business Review, Vol. 68, pp. 105-11.
27. Reynolds, K.E. and Beatty, S.E. (1999), "Customer benefits and company consequences of customer-salesperson relationships in retailing", Journal of Retailing, Vol. 75 No. 1, pp. 11-32.
28. Shani, D. and Chalasani, S. (1992), "Exploiting niches using relationship marketing", Journal of Service Marketing, Vol. 6, pp. 43-52.
29. Sheth, J.N. and Parvatiyar, A. (1995), "Relationship marketing in consumer markets: Antecedents and consequences", Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 255-71.
30. Sirohi, N., Mclaughlin, E.W. and Wittink, D.R. (1998), "A model of consumer perception and store loyalty intentions for a supermarket retailer", Journal of Retailing, Vol. 74 No. 2, pp. 223-45.
31. Zeithaml, V., Berry, L.L. and Parasuraman, A. (1996), "The behavioral consequences of service quality", Journal of Marketing, Vol. 60, pp. 31-46.