-
1
-
-
20444405530
-
"The antecedents and consequences of customer satisfaction for firms"
-
Anderson, E. and Sullivan, M. (1993), "The antecedents and consequences of customer satisfaction for firms", Marketing Science, Vol. 12 No. 2, pp. 125-43.
-
(1993)
Marketing Science
, vol.12
, Issue.2
, pp. 125-143
-
-
Anderson, E.1
Sullivan, M.2
-
2
-
-
0008980897
-
"Exploring the importance of closeness in customer relationships"
-
Barnes, J.G. (1997), "Exploring the importance of closeness in customer relationships", American Marketing Association, Vol. 6, pp. 227-40.
-
(1997)
American Marketing Association
, vol.6
, pp. 227-240
-
-
Barnes, J.G.1
-
3
-
-
0032340560
-
"Relationships and unethical behavior: A social network perspective"
-
Bass, D.J., Butterfield, K.D. and Skaggs, B.C. (1998), "Relationships and unethical behavior: A social network perspective", Academy of Management Review, Vol. 11 No. 1, pp. 14-31.
-
(1998)
Academy of Management Review
, vol.11
, Issue.1
, pp. 14-31
-
-
Bass, D.J.1
Butterfield, K.D.2
Skaggs, B.C.3
-
4
-
-
0001688392
-
"Relationship formation and governance in consumer markets: Transactional analysis versus the behaviourist approach"
-
Bennett, R. (1996), "Relationship formation and governance in consumer markets: Transactional analysis versus the behaviourist approach", Journal of Marketing Management, Vol. 12, pp. 417-36.
-
(1996)
Journal of Marketing Management
, vol.12
, pp. 417-436
-
-
Bennett, R.1
-
5
-
-
0001786592
-
"Relationship marketing"
-
in Berry, L.L., Shostak, L.G. and Upah, G.D. (Eds) American Marketing Association, Chicago, IL
-
Berry, L.L. (1983), "Relationship marketing", in Berry, L.L., Shostak, L.G. and Upah, G.D. (Eds), Emerging Perspectives on Services Marketing, American Marketing Association, Chicago, IL, pp. 25-8.
-
(1983)
Emerging Perspectives on Services Marketing
, pp. 25-28
-
-
Berry, L.L.1
-
6
-
-
84951659358
-
"Relationship marketing of services - Growing interest, emerging perspectives"
-
Berry, L.L. (1995), "Relationship marketing of services - growing interest, emerging perspectives", Journal of the Academy of Marketing Science, Vol. 23, pp. 236-45.
-
(1995)
Journal of the Academy of Marketing Science
, vol.23
, pp. 236-245
-
-
Berry, L.L.1
-
7
-
-
84951661416
-
"Building service relationships: It's all about promises"
-
Bitner, M. (1995), "Building service relationships: It's all about promises", Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 24-51.
-
(1995)
Journal of the Academy of Marketing Science
, vol.23
, Issue.4
, pp. 246-251
-
-
Bitner, M.1
-
8
-
-
0032220721
-
"A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction"
-
Winter
-
Bolton, R. (1998), "A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction", Marketing Science, Vol. 17, Winter, pp. 45-65.
-
(1998)
Marketing Science
, vol.17
, pp. 45-65
-
-
Bolton, R.1
-
9
-
-
0034358955
-
"A customer-service worker relationship model"
-
Bove, L.L. and Johnson, L.W. (2000), "A customer-service worker relationship model", International Journal of Service Industries Management, Vol. 11 No. 5, pp. 491-511.
-
(2000)
International Journal of Service Industries Management
, vol.11
, Issue.5
, pp. 491-511
-
-
Bove, L.L.1
Johnson, L.W.2
-
10
-
-
85024239775
-
"Towards a paradigm shift in marketing? An examination of current marketing practices"
-
July
-
Brodie, R.J., Coviello, N.E., Brooks, R.W. and Little, V. (1997), "Towards a paradigm shift in marketing? An examination of current marketing practices", Journal of Marketing Management, Vol. 13 No. 5, July, pp. 383-406.
-
(1997)
Journal of Marketing Management
, vol.13
, pp. 383-406
-
-
Brodie, R.J.1
Coviello, N.E.2
Brooks, R.W.3
Little, V.4
-
11
-
-
0003056894
-
"Relationship quality in services selling: An interpersonal influence approach"
-
July
-
Crosby, L.A., Evans, K.R. and Cowles, D. (1990), "Relationship quality in services selling: An interpersonal influence approach", Journal of Marketing, Vol. 54, July, pp. 68-81.
-
(1990)
Journal of Marketing
, vol.54
, pp. 68-81
-
-
Crosby, L.A.1
Evans, K.R.2
Cowles, D.3
-
12
-
-
34347387227
-
"Relationship marketing in consumer markets: The customer's point of view"
-
paper presented at the Manchester
-
Daskou, S. (1997), "Relationship marketing in consumer markets: The customer's point of view", paper presented at the 1997 MEG Conference, Manchester.
-
(1997)
1997 MEG Conference
-
-
Daskou, S.1
-
13
-
-
0031502147
-
"An examination of the nature of trust in buyer-seller relationships"
-
April
-
Doney, P.M. and Cannon, J.P. (1997), "An examination of the nature of trust in buyer-seller relationships", Journal of Marketing, Vol. 61, April, pp. 35-51.
-
(1997)
Journal of Marketing
, vol.61
, pp. 35-51
-
-
Doney, P.M.1
Cannon, J.P.2
-
14
-
-
0001932429
-
"Developing buyer-seller relationships"
-
April
-
Dwyer, F.R., 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
-
-
Dwyer, F.R.1
Schurr, P.H.2
Oh, S.3
-
17
-
-
85023047776
-
"Friendship over the counter: How social aspects of service encounters influence consumer service loyalty"
-
in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds) JAI Press, London
-
Goodwin, C. and Gremler, D. (1996), "Friendship over the counter: how social aspects of service encounters influence consumer service loyalty", in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 5, JAI Press, London, pp. 247-82.
-
(1996)
Advances in Services Marketing and Management
, vol.5
, pp. 247-282
-
-
Goodwin, C.1
Gremler, D.2
-
18
-
-
0035578559
-
"Generating positive word-of-mouth communication through customer-employee relationships"
-
Gremler, D., Gwinner, K. and Brown, S. (2001), "Generating positive word-of-mouth communication through customer-employee relationships", International Journal of Service Industry Management, Vol. 12 No. 1, pp. 44-59.
-
(2001)
International Journal of Service Industry Management
, vol.12
, Issue.1
, pp. 44-59
-
-
Gremler, D.1
Gwinner, K.2
Brown, S.3
-
19
-
-
0001937314
-
"Relationship approach to marketing in service contexts: The marketing and organisational behaviour interface"
-
January
-
Grönroos, C. (1990), "Relationship approach to marketing in service contexts: The marketing and organisational behaviour interface", Journal of Business Research, Vol. 20, January, pp. 3-11.
-
(1990)
Journal of Business Research
, vol.20
, pp. 3-11
-
-
Grönroos, C.1
-
20
-
-
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
-
21
-
-
0032395145
-
"Relational benefits in services industries: The customer's perspective"
-
Gwinner, K., Gremler, D. and Bitner, M.J. (1998), "Relational benefits in services industries: The customer's perspective", Journal of the Academy of Marketing Science, Vol. 26 No. 2, pp. 101-14.
-
(1998)
Journal of the Academy of Marketing Science
, vol.26
, Issue.2
, pp. 101-114
-
-
Gwinner, K.1
Gremler, D.2
Bitner, M.J.3
-
22
-
-
34347390775
-
"Creating and maintaining sustainable relationships with customers in consumer markets"
-
Jensen, H.R. (1997), "Creating and maintaining sustainable relationships with customers in consumer markets", American Marketing Association, Vol. 6, pp. 219-26.
-
(1997)
American Marketing Association
, vol.6
, pp. 219-226
-
-
Jensen, H.R.1
-
23
-
-
84911359492
-
"The nature of customer relationships in services"
-
in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds) JAI Press, Greenwich, CT
-
Liljander, V. and Strandvik, T. (1995), "The nature of customer relationships in services", in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 4, JAI Press, Greenwich, CT, pp. 141-67.
-
(1995)
Advances in Services Marketing and Management
, vol.4
, pp. 141-167
-
-
Liljander, V.1
Strandvik, T.2
-
24
-
-
84952750166
-
"A revised view of service quality dimensions: An empirical investigation"
-
McDougall, G. and Levesque, T. (1994), "A revised view of service quality dimensions: An empirical investigation", Journal of Professional Service Marketing, Vol. 11 No. 1, pp. 189-209.
-
(1994)
Journal of Professional Service Marketing
, vol.11
, Issue.1
, pp. 189-209
-
-
McDougall, G.1
Levesque, T.2
-
25
-
-
34347382285
-
"The nurturing of relationships with retail customers"
-
paper presented at Melbourne, 3-5 December
-
McSherry, L., Ward, A. and Purchase, S. (2002), "The nurturing of relationships with retail customers", paper presented at ANZMAC Conference, Melbourne, 3-5 December.
-
(2002)
ANZMAC Conference
-
-
McSherry, L.1
Ward, A.2
Purchase, S.3
-
26
-
-
1842808114
-
"Networks of customer-to-customer relationship in marketing: Conceptual foundations and implications"
-
in Iacobucci, D. (Ed.) Sage Publications, Thousand Oaks, CA
-
Martin, C.L. and Clarke, T. (1996), "Networks of customer-to-customer relationship in marketing: Conceptual foundations and implications", in Iacobucci, D. (Ed.)], Networks in Marketing, Sage Publications, Thousand Oaks, CA, pp. 342-66.
-
(1996)
Networks in Marketing
, pp. 342-366
-
-
Martin, C.L.1
Clarke, T.2
-
27
-
-
21344475322
-
"The commitment trust theory of relationship marketing"
-
July
-
Morgan, R. 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.1
Hunt, S.D.2
-
29
-
-
0040983977
-
"Buyer-seller relationships: A conceptual model and empirical investigation"
-
Palmer, A. and Bejou, D. (1994), "Buyer-seller relationships: A conceptual model and empirical investigation", Journal of Marketing Management, Vol. 10 No. 6, pp. 495-512.
-
(1994)
Journal of Marketing Management
, vol.10
, Issue.6
, pp. 495-512
-
-
Palmer, A.1
Bejou, D.2
-
30
-
-
0002408510
-
"A conceptual model of service quality and its implications for future research"
-
Fall
-
Parasuraman, A., Zeithaml, V. and Berry, L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, Fall, pp. 41-50.
-
(1985)
Journal of Marketing
, vol.49
, pp. 41-50
-
-
Parasuraman, A.1
Zeithaml, V.2
Berry, L.3
-
31
-
-
0001312089
-
"SERVQUAL: A multiple-item scale for measuring consumers' perceptions of service quality"
-
Parasuraman, A., Zeithaml, V. and Berry, L. (1988), "SERVQUAL: A multiple-item scale for measuring consumers' perceptions of service quality", Journal of Retailing, Vol. 64 No. 1, pp. 12-37.
-
(1988)
Journal of Retailing
, vol.64
, Issue.1
, pp. 12-37
-
-
Parasuraman, A.1
Zeithaml, V.2
Berry, L.3
-
32
-
-
0009091637
-
"Relationship marketing: Key issues for the utilities sector"
-
Payne, A. and Frow, P. (1997), "Relationship marketing: Key issues for the utilities sector", Journal of Marketing Management, Vol. 13 No. 5, pp. 463-77.
-
(1997)
Journal of Marketing Management
, vol.13
, Issue.5
, pp. 463-477
-
-
Payne, A.1
Frow, P.2
-
33
-
-
34248163761
-
"The new marketing paradigm: One-to-one"
-
Peppers, E. and Rogers, M. (1994), "The new marketing paradigm: one-to-one", American Advertising, Vol. 9 No. 4, pp. 20-2.
-
(1994)
American Advertising
, vol.9
, Issue.4
, pp. 20-22
-
-
Peppers, E.1
Rogers, M.2
-
34
-
-
34347390990
-
"The value of relationship strength in segmenting casino patrons: An exploratory investigation"
-
Phillips, J., Tandoh, M., Nobel, S. and Bush, V. (2004), "The value of relationship strength in segmenting casino patrons: An exploratory investigation", Journal of Interactive Advertising, Vol. 4 No. 3, pp. 1-23.
-
(2004)
Journal of Interactive Advertising
, vol.4
, Issue.3
, pp. 1-23
-
-
Phillips, J.1
Tandoh, M.2
Nobel, S.3
Bush, V.4
-
35
-
-
84992932637
-
"Going to extremes: Managing service encounters and assessing provider performance"
-
Price, L.L., Arnould, E.J. and Tierney, P. (1995), "Going to extremes: Managing service encounters and assessing provider performance", Journal of Marketing, Vol. 59 No. 4, pp. 83-97.
-
(1995)
Journal of Marketing
, vol.59
, Issue.4
, pp. 83-97
-
-
Price, L.L.1
Arnould, E.J.2
Tierney, P.3
-
36
-
-
0003837878
-
-
Harvard Business School Press, Boston, MA
-
Reichheld, F. (1996), The Loyalty Effect: The Hidden Force behind Growth, Profits, and Lasting Value, Harvard Business School Press, Boston, MA.
-
(1996)
The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
-
-
Reichheld, F.1
-
37
-
-
0025486182
-
"Zero defections: Quality comes to services"
-
September-October
-
Reichheld, F. and Sasser, E. (1990), "Zero defections: Quality comes to services", Harvard Business Review, September-October, pp. 105-11.
-
(1990)
Harvard Business Review
, pp. 105-111
-
-
Reichheld, F.1
Sasser, E.2
-
38
-
-
0037257247
-
"The impact of customer relationship characteristics on profitable lifetime duration"
-
January
-
Reinartz, W. and Kumar, V. (2003), "The impact of customer relationship characteristics on profitable lifetime duration", Journal of Marketing, Vol. 67, January, pp. 77-99.
-
(2003)
Journal of Marketing
, vol.67
, pp. 77-99
-
-
Reinartz, W.1
Kumar, V.2
-
39
-
-
34347405871
-
"The service brand and relationship marketing: State of the art perspectives"
-
Riley, F.D. and Chernatony, L. (1997), "The service brand and relationship marketing: State of the art perspectives", American Marketing Association, Vol. 6, pp. 227-40.
-
(1997)
American Marketing Association
, vol.6
, pp. 227-240
-
-
Riley, F.D.1
Chernatony, L.2
-
40
-
-
85035987954
-
"Measuring the quality of relationships in consumer services: An empirical study"
-
Roberts, K., Varki, S. and Brodie, R. (2003), "Measuring the quality of relationships in consumer services: An empirical study", European Journal of Marketing, Vol. 37 Nos 1/2, pp. 169-96.
-
(2003)
European Journal of Marketing
, vol.37
, Issue.1-2
, pp. 169-196
-
-
Roberts, K.1
Varki, S.2
Brodie, R.3
-
41
-
-
0002345345
-
"Service quality: Insights and managerial implications from the frontier"
-
in Rust, R.T. and Oliver, R.L. (Eds) Sage Publications, Thousand Oaks, CA
-
Rust, R.T. and Oliver, R.L. (1994), "Service quality: Insights and managerial implications from the frontier", in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA, pp. 1-19.
-
(1994)
Service Quality: New Directions in Theory and Practice
, pp. 1-19
-
-
Rust, R.T.1
Oliver, R.L.2
-
42
-
-
1842809077
-
"The service organisation: Climate is crucial"
-
Autumn
-
Schneider, B. (1980), "The service organisation: Climate is crucial", Organisational Dynamics, Autumn, pp. 52-65.
-
(1980)
Organisational Dynamics
, pp. 52-65
-
-
Schneider, B.1
-
43
-
-
85006622779
-
"Evolving relationship marketing into a discipline"
-
Sheth, J. and Parvatiyar, A. (2002), "Evolving relationship marketing into a discipline", Journal of Relationship Marketing, Vol. 1 No. 1, p. 3.
-
(2002)
Journal of Relationship Marketing
, vol.1
, Issue.1
, pp. 3
-
-
Sheth, J.1
Parvatiyar, A.2
-
44
-
-
0032378596
-
"Buyer-seller relationships: Bonds, relationship management, and sex type"
-
Smith, B. (1998), "Buyer-seller relationships: Bonds, relationship management, and sex type", Canadian Journal of Administrative Sciences, Vol. 15 No. 1, pp. 76-92.
-
(1998)
Canadian Journal of Administrative Sciences
, vol.15
, Issue.1
, pp. 76-92
-
-
Smith, B.1
-
45
-
-
0005510677
-
"Relationship marketing in consumer markets: From the private to the communal"
-
in Verbcke, W. and Weitz, B. (Eds) Rotterdam
-
Tzokas, N. and Saren, M. (1996), "Relationship marketing in consumer markets: From the private to the communal", in Verbcke, W. and Weitz, B. (Eds), 1996 EIAM, Seminar on Relationship Marketing in an Era of Hyper Competition, Rotterdam.
-
(1996)
1996 EIAM, Seminar on Relationship Marketing in an Era of Hyper Competition
-
-
Tzokas, N.1
Saren, M.2
-
46
-
-
0242381929
-
"Understanding the effect of customer relationship management efforts on customer retention and customer share development"
-
October
-
Verhoef, P. (2003), "Understanding the effect of customer relationship management efforts on customer retention and customer share development", Journal of Marketing, Vol. 67, October, pp. 30-45.
-
(2003)
Journal of Marketing
, vol.67
, pp. 30-45
-
-
Verhoef, P.1
-
47
-
-
34347382884
-
"An extended list of the dimensions of 'relationship' in consumer service product marketing: A pilot study"
-
Ward, T., Frew, E. and Caldow, D. (1997), "An extended list of the dimensions of 'relationship' in consumer service product marketing: A pilot study", American Marketing Association, Vol. 6, pp. 531-44.
-
(1997)
American Marketing Association
, vol.6
, pp. 531-544
-
-
Ward, T.1
Frew, E.2
Caldow, D.3
|