메뉴 건너뛰기




Volumn 21, Issue 4, 2007, Pages 281-290

The complexity of relationship marketing for service customers

Author keywords

Relationship marketing; Services marketing

Indexed keywords


EID: 34347383347     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040710758586     Document Type: Article
Times cited : (54)

References (47)
  • 1
    • 20444405530 scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고
    • "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 scopus 로고
    • "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 scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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
  • 10
    • 85024239775 scopus 로고    scopus 로고
    • "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 scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고
    • "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 scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고
    • "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 scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고
    • "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 scopus 로고
    • "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 scopus 로고
    • "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 scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고
    • "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
  • 37
    • 0025486182 scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고
    • "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 scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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 scopus 로고    scopus 로고
    • "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


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.