Conceptual and operative aspects of e-merchandising

International Journal of Internet Marketing and Advertising

Volumn 4, Issue 2-3, 2008, Pages 197-212

  Martínez, Inmaculada J ^a   Aguado, Juan Miguel ^a  

^a UNIVERSITY OF MURCIA   (Spain)

Author keywords

B2C e commerce; Communication strategies; CRM; Customer Relationship Management; E merchandising; Internet marketing and advertising; Loyalty

Indexed keywords

EID: 39149104353     PISSN: 14775212     EISSN: 17418100     Source Type: Journal    
DOI: 10.1504/IJIMA.2008.017022     Document Type: Article

References (70)

1. AECE-FECEMD (2006) Estudio sobre Comercio Electrónico B2C, Red.es. Madrid, http://www.aece.org/docs/Estudio%20B2C%20AECE-RED05.pdf.
2. Alet, J. (2002) 'Fidelización y calidad de servicio', http://www.icemd.com/area-entrada/articulos/consulta-art.asp.
3. Asociación Española de Marketing Relacional (2002) Primer estudio de CRM en España, Barcelona: AERM.
4. Baker, M. (2000) 'Creating an alliance between employees and customers', Knowledge Management Review, Vol. 3, No. 5, pp.10-15.
5. Bigham, J.B. (2001) 'Trained a relationship', ABA Bank Marketing, 14-19 December.
6. Blodgett, J.G., Granbois, D.H. and Walters, R.G. (1993) 'The effects of perceived justice on complainants. Negative word of mouth behaviour and repatronage intentions', Journal of Retailing, Vol. 69, No. 4, pp.399-428.
7. Bolton, R. (1998) 'A dynamic model of the duration of the customer's relationship with a continuous service provide: The role of satisfaction', Marketing Science, Vol. 17, No. 3, pp.45-65.
8. Buttle, F. and Burton, J. (2001) 'Does service failure influence customer loyalty?', Journal of Consumer Behaviour, Vol. 1, No. 3, pp.217-227.
9. Cao, M., Zhang, Q. and Seydel, J. (2005) 'B2C e-commerce website quality: An empirical examination', Industrial Management and Data Systems, Vol. 105, No. 5, pp.645-661.
10. Coyles, S. and Gorkey, T. (2002) 'Customer retention is not enough', McKinsey Quarterly, Vol. 2, pp.80-90.
11. Cross, L. (1999) 'Customer intimacy is the real goal', Graphic Arts Monthly, Vol. 71, p.81.
12. Del Pozo, J. (2001) 'Gestión de relaciones con los customeres', IpMark, Vol. 550, p.54.
13. Dell, M. (2000) 'CRM in the internet era', PC Magazine, Internet Business, Vol. 19, No. 12, pp.33-42.
14. Deming, E. (1986) Out of the Crisis, Massachusetts Institute of Technology, Centre for Advanced Engineering Study.
15. Dick, A.S. and Basu, K. (1994) 'Loyalty: Towards an integrated conceptual framework', Journal of the Marketing Science, Vol. 7, No. 22, pp.99-113.
16. Doherty, N. and Ellis-Chadwick, F. (2006) 'New perspectives in internet retailing: A review and strategic critique of the field', International Journal of Retail and Distribution Management, Vol. 34, Nos. 4-5, pp.411-428.
17. Edwards, D., Gorrell, D. and Shedroff, S. (1994) 'Typical definition of satisfaction is too limited', Marketing News, Vol. 18, pp.17-19.
18. Fassot, G. (2005) 'CRM tools and their impact on relationship quality and loyalty in e-tailing', International Journal of Internet Marketing and Advertising, Vol. 1, No. 4, pp.331-349.
19. Fay, C. (1994) 'Royalties from loyalties', Journal of Business Strategy, Vol. 15, No. 1, pp.47-51.
20. Frederick, J. and Salter, J. (1995) 'Beyond customer satisfaction', Management Review, May, Vol. 84, No. 1, pp.29-33.
21. Garnet Group (2001) CRM Software Request for Information and Request for Proposals, Gartnet Group, 7 May.
22. Gefen, D. and Straub, D. (2004) 'Customer trust in B2C e-commerce and the importance of social presence: Experiments on e-products and e-services', Omega, Vol. 32, pp.407-424.
23. Geller, L. (1997) 'Thank you so much for your recent purchase ... Customer retention begins with the basics', Direct Marketing, Vol. 60, No. 2, pp.58-63.
24. Gummesson, E. (1994) 'Making relationship marketing operational', International Journal of Service Industry Management, Vol. 5, No. 3, pp.5-20.
25. Gummesson, E. (1995) 'Relationship marketing: Its role in the service economy', in W.J. Glynn and J.G. Barnes (Eds.) Understanding Service Management, London: John Wiley and Sons.
26. Harter-Hanks (1999) 'Harter-Hanks market research announces results of customer loyalty study', Direct Marketing, Vol. 62, No. 1, pp.10-11.
27. Hickernell, T. (2001) 'Principles of CRM', Web & Collaboration Strategies, August, No. 1027.
28. Hughes, A. (1998) 'Why customers leave and what you can do about it', Relationship Marketing Report, July, pp.1-5.
29. IDC and AEMR (2001) 'El CRM exige cambiar los modelos organizativos', Marketing y Ventas, Vol. 154, pp.46-52.
30. Jamieson, D. (1994) 'Customer retention: Focus or failure', T.Q.M. Magazine, Vol. 6, No. 2, pp.11-13.
31. Jardine, A. (1999) 'Price stays at heart of UK retailing', Marketing Vol. 32, March, p.18.
32. Jones, T. and Sasser, W. (1995) 'Why satisfied customer defect', Harvard Business Review, Vol. 73, pp.88-99.
33. Jupiter Communications (2001) 'Focusing on customer?s on line experience to improve loyalty and lower', http://www.jup.com/sps/fesearch.
34. Kandampully, J. (1998) 'Service quality to service loyalty: A relationship which goes beyond customer services', T.Q.M. Magazine Vol. 9, pp.431-442.
35. Knox, S. (1998) 'Loyal to the core', Campaign, Vol. 3, pp.30-32.
36. Lawson-Body, A. and Limayem, M. (2004) 'The impact of customer relationship management on customer loyalty: The moderating role of website characteristics', Journal of Computer Mediated Communication Vol. 9, No. 4.
37. López, L. and López, J. (2001) 'Merchandising virtual: Un reto en la relación entre producto y comprador', Esic Market, January, pp.57-71.
38. Maital, S. (1995) Coste, Valor, Precio, Deusto, Pamplona.
39. Martínez, I.J. (2005) La comunicación en el punto de venta. Estrategias de comunicación para el comercio real y online, Madrid: Esic.
40. Masciarelli, J. (1998) 'Are you managing your relationships?', Management Review, Vol. 87, No. 3, pp.41-47.
41. Morales, X.J. (2001) 'Tecnologías de la información aplicadas a la construcción y gestión de marketing Relacional', http://www.icemd.com.
42. Moynagh, M. and Worsley, R. (2001) 'Tomorrow's consumer. The shifting balance of power', Journal of Consumer Behaviour, Vol. 1, No. 3, pp.293-301.
43. Nachtwey, J. and Gerdes, C. (2001) Cibertiendas, Gustavo Gili, México.
44. Nayarandas, D. (1998) 'Measuring and managing the benefits of customer retention', Journal of Service Research, Vol. 1, No. 2, pp.108-128.
45. Newel, F. (2001) Customereleal.com, Madrid: McGraw Hill.
46. Oliver, R.L. (1996) Satisfaction, London: McGraw Hill.
47. Oliver, R.L. (1999) 'Whence consumer loyalty?', Journal of Marketing Vol. 63, No. 3, pp.33-45.
48. Pinto, S.K. (1997) 'Marketing de relación o la transformación de la función de Marketing', Harvard Deusto Business Review, Vol. 47, July.
49. Ramaseshan, B., Bejou, D., Jain, S., Mason, Ch. and Pancras, J. (2006) 'Issues and perspectives in global customer relationship management', Journal of Service Research, Vol. 9, No. 2, pp.195-207.
50. Reichheld, F. (1996) The Loyalty Effects, Cambridge, MA: Harvard Business School Press.
51. Reichheld, F. and Schefter, P. (2000) 'E-loyalty', Harvard Business Review, Vol. 78, pp.105-113.
52. Reinartz, W. and Kumar, V. (2002) 'The mismanagement of customer loyalty', Harvard Business School Publishing Corporation.
53. Riffin, J. (2000) La era del acceso.la revolución de la nueva economía, Paidós Estado y Sociedad.
54. Rivera, J. (1997) 'Valor, satisfacción y lealtad de customeres como motores de negocio', Harvard Deusto Business Review, Vol. 20, May-June.
55. Rodrigálvarez, C. (1997) 'La gestión del valor percibido del servicio', Mk y ventas, Vol. 113, April.
56. Romano, C. (1995) 'The morphing of customer service', Management Review, Vol. 84, pp.13-19.
57. Rosenspan, A. (1998) 'Delusions of loyalty: Where loyalty programs go wrong', Direct Marketing, Vol. 60, pp.24-29.
58. Sainz de Vicuña, J.M. (1999) Marketing estratégico para el pequeño y mediano comercio, Madrid: Ancin.
59. Seybold, P. (2001) 'Get inside the lives of your customers', Harvard Business Review, Vol. 79, pp.80-90.
60. Solé, M.L. (2000) Comercio electrónico: Un mercado en expansión, Madrid: Esic.
61. Stewart, T. (1997) 'A satisfied customer isn't enough', Fortune, Vol. 136, pp.112-113.
62. Taylor, S. and Hunter, G. (2002) 'The impact of loyalty with e-CRM software and e-services', International Journal of Service Industry Management, Vol. 13, No. 5, pp.452-474.
63. Valseca, G. (2001) 'CRM, una estategia que afecta a personas, procesos y organización', IpMark, Vol. 564, pp.76-77.
64. Wood, L. (1998) 'Are we facing our issues head-on?', Management Review, Vol. 87, December, pp.62-65.
65. Woolgar, T. (1998) 'Discover true commitment', Campaign, Vol. 3, p.37.
66. Wrigley, N. and Currah, A. (2006) 'Globalizing retail and the "new e-conomy": The organizational challenge of e-commerce for the retail TNCs', Geoforum, Vol. 37, No. 3, pp.340-351.
67. Wymer, S. and Regan, E. (2005) 'Factors influencing e-commerce adoption and use by small and medium businesses', Electronic Markets, Vol. 15, No. 4, pp.438-453.
68. Zee-Sun, Y. and Good, L. (2007) 'Developing customer loyalty from e-tail store image attributes', Managing Service Quality, Vol. 17, No. 1, pp.4-22.
69. Zeithaml, V., Berry, L. and Parasuraman, A. (1996) 'The behavioural consequences of service quality', Journal of Marketing, Vol. 60, pp.31-46.
70. Zeithaml, V. and Bitner, M. (1996) Service Marketing, Mc Graw Hill.