Total relationship management (TRM) and total quality management (TQM)

Managerial Auditing Journal

Volumn 15, Issue , 2000, Pages 20-28

  Zineldin, Mosad ^a  

^a LINNAEUS UNIVERSITY   (Sweden)

Author keywords

Relationship marketing; TQM

Indexed keywords

EID: 23644448870     PISSN: 02686902     EISSN: None     Source Type: Journal    
DOI: 10.1108/02686900010304399     Document Type: Article

References (17)

1. Deming, E. (1986), Out of the Crisis, Cambridge University Press, Cambridge.
2. Drucker, P.E. (1973), Management, Tasks, Responsibilities, Practices, Harper and Row, New York, NY.
3. Drummond, H. (1992), The Quality Movement – What Total Quality Management is Really All About!, Kogan Page Limited, London.
4. Ford, D. (ed.) (1997), Understanding Business markets: Interaction, Relationships and Networks, The Dryden Press, Hinsdale, IL.
5. Grönroos, C. (1990), Service Management and Marketing, Lexington Books, Maxwell Macmillan International Editions, Lexington, MA.
6. Ishikawa, K. (1985), What is Total Quality Control, The Japanese Way, Prentice Hall-Inc., Englewood Cliffs, NJ.
7. Jarillo, J.C (1993), Strategic Networks: Creating the Borderless Organization, Butterworth-Heinemann Ltd., Oxford.
8. Kanji, G. and Asher, M. (1996), 100 Methods for Total Quality Management, Saga Publications, London.
9. Lovelock, C. (1992), Managing Services: Marketing, Operations, and Human Resources, Prentice-Hall, Inc., Englewood Cliffs, NJ.
10. North, D.C. (1993), “Economic performance through time”, Paper prepared for presentation as the Prize Lecture in Economic Science in Memory of Alfred Nobel, The Nobel Fundation, Stockholm, December 9.
11. Oakland, J.S. (1992), Total Quality Management, Pitman Publishing, London.
12. Payne, A. (1995), Advanced Relationship Marketing, Kogan Page Limited, London.
13. Stowell, M. (1989), “Quality in the marketing progress”, Quality Progress, October, pp. 57-62.
14. Zikmund, W.G. and d'Amico, M. (1995), Effective Marketing, Creating and Keeping Customers, West Publishing Company, St. Paul, MN.
15. Zineldin, M. (1996), “Bank-corporate client ‘partnership’ relationship: Benefits and life cycle”, International Journal of Bank Marketing, Vol 14, No 3, pp. 14-22.
16. Zineldin, M. (1998), “Towards an ecological collaborative relationship management”, European Journal of Marketing, Vol 32, No11/12, pp. 1138-64.
17. Zineldin, M., Johannisson, B. and Dandridge, T. (1997), Strategic Relationship Management – A Multi Dimensional Perspective, Almqvist & Wiksell International, Stockholm.