New channels/old channels: Customer management and multi-channels

European Journal of Marketing

Volumn 40, Issue 1-2, 2006, Pages 113-129

  Hughes, Tim ^a  

^a UNIVERSITY OF THE WEST OF ENGLAND   (United Kingdom)

Author keywords

Buyer seller relationships; Distribution channels and markets; Financial services; United Kingdom

Indexed keywords

EID: 31644446726     PISSN: 03090566     EISSN: None     Source Type: Journal    
DOI: 10.1108/03090560610637347     Document Type: Review

References (72)

1. Aijo, T. (1996), "The theoretical and philosophical underpinnings of relationship marketing", European Journal of Marketing, Vol. 30 No. 2, pp. 8-18.
2. Aitchison, P. and Stone, M. (2002), "The impact of e-commerce on UK financial services product providers and their intermediary relationships", Pensions, Vol. 8 No. 1, pp. 63-78.
3. Baker, M.J., Buttery, E.A. and Richter-Buttery, E.M. (1998), "Relationship marketing in three dimensions", Journal of Interactive Marketing, Vol. 12 No. 4, pp. 47-62.
4. Bekier, M., Flur, D. and Singham, S. (2000), "A future for bricks and mortar", McKinsey Quarterly, Vol. 3, pp. 78-85.
5. Bitner, M.J., Booms, B.H. and Tetreault, M.S. (1990), "The service encounter: diagnosing favorable and unfavorable incidents", Journal of Marketing, Vol. 54, January, pp. 71-84.
6. Black, N.J., Lockett, A., Ennew, C., Winklhofer, H. and McKechnie, S. (2002), "Modeling consumer choice of distribution channels: an illustration from financial services", The International Journal of Bank Marketing, Vol. 20 No. 4, pp. 161-73.
7. Boddy, D. and Boonstra, A. (2000), "Doing business on the internet: managing the organizational issues", Journal of General Management, Vol. 26 No. 1, pp. 18-35.
8. Booms, B. and Bitner, M. (1981), "Marketing strategies and organizational structures for service firms", in Donnelly, J. and George, W. (Eds), Marketing of Services, American Marketing Association, Chicago, IL, pp. 47-51.
9. Bowen, D.E. and Schneider, B. (1985), "Boundary-spanning-role employees and the service encounter: some guidelines for management and research", in Czepiel, J.A., Solomon, M.R. and Surprenant, C.F. (Eds), The Service Encounter: Managing Employee-customer Interactions in Service Businesses, Lexington Books, Lexington, MA, pp. 127-48.
10. Carson, D., Gilmore, A., Perry, C. and Grønhaug, K. (2001), Qualitative Marketing Research, Sage Publications, London.
11. Coelho, F. and Easingwood, C. (2003), "Multiple channel structures in financial services: a framework", Journal of Financial Services Marketing, Vol. 8 No. 1, pp. 22-34.
12. Daniel, E. (2000), "The provision of electronic banking services in the UK and Scandinavia", Journal of Financial Services Marketing, Vol. 4 No. 4, pp. 319-30.
13. Day, G. (1992), "Marketing's contribution to the strategy debate", Journal of the Academy of Marketing Science, Vol. 20 No. 4, pp. 321-9.
14. Dodge, R.H. and Fullerton, S. (1997), "From exchanges to relationships: a reconceptualization of the marketing paradigm", Journal of Marketing Theory and Practice, Vol. 5 No. 2, pp. 1-7.
15. Dowling, G. (2002), "Customer relationship management: in B2C markets, often less is more", California Management Review, Vol. 44 No. 3, pp. 87-104.
16. Durkin, M. and Bennett, H. (1999), "Employee commitment in retail banking: identifying and exploring hidden dangers", The International Journal of Bank Marketing, Vol. 17 No. 3, pp. 124-37.
17. Durkin, M.G. and Howcroft, B. (2003), "Relationship marketing in the banking sector: the impact of new technologies", Market Intelligence & Planning, Vol. 21 No. 1, pp. 61-71.
18. Easingwood, C. and Storey, C. (1996), "Distribution strategies in the financial services sector", Journal of Financial Services Marketing, Vol. 1 No. 3, pp. 211-24.
19. Easterby-Smith, M., Thorpe, R. and Lowe, A. (1991), Management Research: An Introduction, Sage Publications, London.
20. Ebner, M., Hu, A., Levitt, D. and McCrory, J. (2002), "How to rescue CRM", McKinsey Quarterly, Vol. 4, Special Edition: Technology Issue, pp. 49-57.
21. Eisenhardt, K.M. (1989), "Building theories from case study research", Academy of Management Review, Vol. 14 No. 4, pp. 532-50.
22. Ennew, C.T., Wright, M. and Watkins, T. (1990), "New competition in financial services", Long Range Planning, Vol. 23 No. 6, pp. 80-90.
23. Flier, B., Van Den Bosch, F., Volberda, H., Carnevale, C., Tomkin, N., Melin, L., Quelin, B. and Kriger, M. (2001), "The changing landscape of the European financial services sector", Long Range Planning, Vol. 34 No. 2, pp. 179-207.
24. Fournier, S., Dobscha, S. and Mick, D.G. (1998), "Preventing the premature death of relationship marketing", Harvard Business Review, Vol. 76 No. 1, pp. 42-9.
25. Frazier, G.L. (1999), "Organizing and managing channels of distribution", Journal of the Academy of Marketing Science, Vol. 27 No. 2, pp. 226-40.
26. Friedman, L.G. and Furey, T.R. (1999), The Channel Advantage: Going to Market with Multiple Sales to Reach More Customers, Sell More Products, Make More Profit, Butterworth-Heinemann, Boston, MA.
27. Gamble, P.R., Stone, M. and Woodcock, N. (1999), Up Close and Personal? Customer Relationship Management at Work, Kogan Page, London.
28. Gilmore, A. (2003), Services Marketing and Management, Sage, London.
29. Grönroos, C. (1994), "Quo Vadis, marketing? Toward a relationship marketing paradigm", Journal of Marketing Management, Vol. 10, pp. 347-60.
30. Grönroos, C. (2000), "Creating a relationship dialogue: communication, interaction and value", The Marketing Review, Vol. 1 No. 1, pp. 5-14.
31. Gummesson, E. (1991), "Marketing orientation revisited: the crucial role of the part-time marketer", European Journal of Marketing, Vol. 25 No. 2, pp. 60-75.
32. Gummesson, E. (2002), "Practical value of adequate marketing management theory", European Journal of Marketing, Vol. 36 No. 3, pp. 325-49.
33. Hewer, P. and Howcroft, B. (1999), "Consumers' channel adoption and usage in the financial services industry: a review of existing approaches", Journal of Financial Services Marketing, Vol. 3 No. 4, pp. 344-58.
34. Lehtinen, U. and Lehtinen, J.R. (1991), "Two approaches to service quality dimensions", The Services Industry Journal, Vol. 11 No. 3, pp. 287-303.
35. Liljander, V. and Strandvick, T. (1995), "The nature of customer relationships in services", in Swartz, T., Bowen, D. and Brown, S. (Eds), Advances in Services Marketing and Management, JAI Press, London.
36. Lovelock, C., Vandermerwe, S. and Lewis, B. (1999), Services Marketing: A European Perspective, 3rd ed., Prentice-Hall, Edinburgh.
37. Marshall, C. and Rossman, G. (1989), Designing Qualitative Research, Sage, London.
38. Miles, M.B. and Huberman, A.M. (1989), Qualitative Data Analysis, Sage, Thousand Oaks, CA.
39. Mols, N., Bukh, P. and Nielsen, J. (1999), "Distribution channel strategies in Danish retail banking", International Journal of Retail & Distribution Management, Vol. 27 No. 1, pp. 37-47.
40. Moorman, C. and Rust, R.T. (1999), "The role of marketing", Journal of Marketing, Vol. 63, Special Issue, pp. 180-97.
41. Moriarty, R.T. and Moran, U. (1990), "Managing hybrid marketing systems", Harvard Business Review, November-December, pp. 146-55.
42. Mueller, D.C. (1997), "First-mover advantages and path dependence", International Journal of Industrial Organization, Vol. 15, pp. 827-50.
43. Nairn, A. (2002), "CRM: helpful or full of hype?", Journal of Database Marketing, Vol. 9 No. 4, pp. 376-82.
44. Nellis, J. and Lockhart, T. (1995), "The impact of deregulation on the UK building society branch network in the 1990s", International Journal of Bank Marketing, Vol. 13 No. 4, pp. 5-11.
45. O'Malley, L. and Tynan, C. (1999), "The utility of the relationship metaphor in consumer markets: a critical evaluation", Journal of Marketing Management, Vol. 15 No. 7, pp. 587-602.
46. O'Malley, L. and Tynan, C. (2000), "Relationship marketing in consumer markets: rhetoric or reality?", European Journal of Marketing, Vol. 34 No. 7, pp. 797-815.
47. Pang, L. and Norris, R. (2002), "Applying customer relationship management (CRM) to government", Journal of Government Financial Management, Vol. 51 No. 1, pp. 40-4.
48. 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, Fall, pp. 41-50.
49. Payne, A. and Frow, P. (2004), "The role of multi-channel integration in customer relationship management", Industrial Marketing Management, Vol. 33 No. 6, pp. 527-38.
50. Pelton, L., Dutton, D. and Lumpkin, J. (1997), Marketing Channels, Richard W. Irwin, Chicago, IL.
51. Peppard, J. (2000), "Customer relationship management (CRM) in financial services", European Management Journal, Vol. 18 No. 3, pp. 312-27.
52. Peppers, D. and Rogers, M. (1993), The One to One Future: Building Relationships One Customer at a Time, Doubleday, New York, NY.
53. Riege, A.M. (2003), "Validity and reliability tests in case study research: a literature review with 'hands-on' applications for each research phase", Qualitative Market Research: An International Journal, Vol. 6 No. 2, pp. 75-86.
54. Rigby, D.K., Reichheld, F.F. and Schefter, P. (2002), "Avoid the four perils of CRM", Harvard Business Review, February, pp. 101-9.
55. Robson, C. (1993), Real World Research, Blackwell, Oxford.
56. Ryals, L. and Payne, A. (2001), "Customer relationship management in financial services: towards information enabled relationship marketing", Journal of Strategic Marketing, Vol. 9, pp. 3-27.
57. Saren, M. and Tzokas, N. (1998), "Some dangerous axioms of relationship marketing", Journal of Strategic Marketing, Vol. 6 No. 3, pp. 187-96.
58. Sharpe, G. (1999), "Realising the e-commerce opportunity in financial markets", Journal of Financial Services Marketing, Vol. 3 No. 4, pp. 373-9.
59. Sheth, J.N. and Parvatiyar, A. (1995), "Relationship marketing in consumer markets: antecedents and consequents", Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 255-71.
60. Shostack, G.L. (1985), "Planning the service encounter", in Czepiel, J.A., Solomon, M.R. and Surprenant, C.F. (Eds), The Service Encounter: Managing Employee-customer Interactions in Service Businesses, Lexington Books, Lexington, MA, pp. 243-54.
61. Stone, M., Kiran, C., Brew, T. and Selby, D. (2002), "Managing customers in retail bank branches", in Foss, B. and Stone, M. (Eds), CRM in Financial Services, Kogan Page, London, pp. 387-401.
62. Stone, M., Woodcock, N., Machtynger, L. and Foss, B. (1998), "Implementing relationship marketing in financial services", Journal of Financial Services Marketing, Vol. 2 No. 4, pp. 334-50.
63. Vandermerwe, S. (2004), "Achieving deep customer focus", MIT Sloan Management Review, Spring, pp. 26-34.
64. Ward, H. (2001), "CRM initiatives fail due to lack of integration", Computer Weekly, 18 October, p. 4.
65. Weiner, J. (2000), "Customer relationship management: an outgrowth of the changes in consumer financial services", Bank Accounting and Finance, Vol. 13 No. 3, pp. 31-4.
66. Wilson, H., Daniel, E. and McDonald, M. (2002), "Factors for success in customer relationship management (CRM) systems", Journal of Marketing Management, Vol. 18 Nos 1-2, pp. 193-219.
67. Winer, R.S. (2001), "A framework for customer relationship management", California Management Review, Vol. 43 No. 4, pp. 89-106.
68. Woodcock, N. and Starkey, M. (2001), "I wouldn't start from here: finding a way in CRM projects", Journal of Database Marketing, Vol. 9 No. 1, pp. 61-74.
69. Yin, R.K. (1994), Case Study Research: Design and Methods, 2nd ed., Sage, Newbury Park, CA.
70. Zablah, A.R., Bellenger, D.N. and Johnston, W.J. (2004), "An evaluation of divergent perspectives on customer relationship management: towards a common understanding of an emerging phenomenon", Industrial Marketing Management, Vol. 33 No. 6, pp. 475-89.
71. Zeithaml, V.A. and Bitner, M.J. (2003), Services Marketing Integrating Customer Focus across the Firm, 3rd ed., McGraw-Hill, New York, NY.
72. Zettelmeyer, F. (2000), "Expanding to the internet: pricing and communications strategies when firms compete on multiple channels", Journal of Marketing Research, Vol. 37 No. 3, pp. 292-308.