-
1
-
-
67650695278
-
AMA adopts new definition of marketing
-
AMA
-
AMA (2004), "AMA adopts new definition of marketing", AMA Newsletter, Vol. 1 No. 5.
-
(2004)
AMA Newsletter
, vol.1
, Issue.5
-
-
-
2
-
-
0037277182
-
E-satisfaction and e-loyalty: A contingency framework
-
Anderson, R.E. and Srinivasan, S.S. (2003), "E-satisfaction and e-loyalty: a contingency framework", Psychology & Marketing, Vol. 20 No. 2, pp. 123-38.
-
(2003)
Psychology & Marketing
, vol.20
, Issue.2
, pp. 123-138
-
-
Anderson, R.E.1
Srinivasan, S.S.2
-
3
-
-
33749050612
-
Service personalization and loyalty
-
Ball, D., Coelho, P.S. and Vilares, MJ. (2006), "Service personalization and loyalty", Journal of Services Marketing, Vol. 20 No. 6, pp. 391-403.
-
(2006)
Journal of Services Marketing
, vol.20
, Issue.6
, pp. 391-403
-
-
Ball, D.1
Coelho, P.S.2
Vilares, M.J.3
-
4
-
-
84986180496
-
Service and technology: Opportunities and paradoxes
-
Bitner, M.J. (2001), "Service and technology: opportunities and paradoxes", Managing Service Quality, Vol. 11 No. 6, pp. 375-9.
-
(2001)
Managing Service Quality
, vol.11
, Issue.6
, pp. 375-379
-
-
Bitner, M.J.1
-
5
-
-
85036325219
-
On the relationship between store image, store satisfaction and store loyalty
-
Bloemer, J. and Ruyter, K. (1998), "On the relationship between store image, store satisfaction and store loyalty", European Journal of Marketing, Vol. 32 Nos 5/6, pp. 499-513.
-
(1998)
European Journal of Marketing
, vol.32
, Issue.5-6
, pp. 499-513
-
-
Bloemer, J.1
Ruyter, K.2
-
6
-
-
0035373661
-
Managing behavioral intentions in diverse cultural environments: An investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers
-
Brady, M.K., Robertson, C.J. and Cronin, J.J. (2001), "Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers", Journal of International Management, Vol. 7, pp. 129-49.
-
(2001)
Journal of International Management
, vol.7
, pp. 129-149
-
-
Brady, M.K.1
Robertson, C.J.2
Cronin, J.J.3
-
7
-
-
0036400813
-
Technology and the customer interface: What consumers want in the physical and virtual store
-
Burke, R.R. (2002), "Technology and the customer interface: what consumers want in the physical and virtual store", Journal of the Academy of Marketing Science, Vol. 30 No. 4, pp. 411-32.
-
(2002)
Journal of the Academy of Marketing Science
, vol.30
, Issue.4
, pp. 411-432
-
-
Burke, R.R.1
-
8
-
-
34249337424
-
Determining technology trends and forecasts of CRM through a historical review and bibliometric analysis of data from 1991 to 2005
-
Chao, C.C., Jen, W.Y., Chi, Y.P. and Lin, B. (2007), "Determining technology trends and forecasts of CRM through a historical review and bibliometric analysis of data from 1991 to 2005", International Journal of Management and Enterprise Development, Vol. 4 No. 4, pp. 415-27.
-
(2007)
International Journal of Management and Enterprise Development
, vol.4
, Issue.4
, pp. 415-427
-
-
Chao, C.C.1
Jen, W.Y.2
Chi, Y.P.3
Lin, B.4
-
9
-
-
34249323414
-
Conceptualising the relationship between integration needs and integration technologies adoption: Comparing cases of SMEs with a large organisation
-
Chen, H. and Dwivedi, Y.K. (2007), "Conceptualising the relationship between integration needs and integration technologies adoption: comparing cases of SMEs with a large organisation", International Journal of Management and Enterprise Development, Vol. 4 No. 4, pp. 459-76.
-
(2007)
International Journal of Management and Enterprise Development
, vol.4
, Issue.4
, pp. 459-476
-
-
Chen, H.1
Dwivedi, Y.K.2
-
10
-
-
38949107906
-
Owner/manager characteristics, organisational characteristics and IT adoption in small and medium enterprises
-
Chuang, T.-T., Rutherford, M.W. and Lin, B. (2007), "Owner/manager characteristics, organisational characteristics and IT adoption in small and medium enterprises", International Journal of Management and Enterprise Development, Vol. 4 No. 6, pp. 619-34.
-
(2007)
International Journal of Management and Enterprise Development
, vol.4
, Issue.6
, pp. 619-634
-
-
Chuang, T.-T.1
Rutherford, M.W.2
Lin, B.3
-
11
-
-
77951516228
-
Customer loyalty: Toward an integrated conceptual framework
-
Dick, A.S. and Basu, K. (1994), "Customer loyalty: toward an integrated conceptual framework", Journal of the Academy of Marketing Science, Vol. 22 No. 2, pp. 99-113.
-
(1994)
Journal of the Academy of Marketing Science
, vol.22
, Issue.2
, pp. 99-113
-
-
Dick, A.S.1
Basu, K.2
-
12
-
-
45749084935
-
Learning organisation disciplines and internet usage: An empirical study from Malaysia
-
Fairuz, A.R.M., Chong, S.C. and Chew, K.-W. (2008), "Learning organisation disciplines and internet usage: an empirical study from Malaysia", International Journal of Management and Enterprise Development, Vol. 5 No. 4, pp. 462-83.
-
(2008)
International Journal of Management and Enterprise Development
, vol.5
, Issue.4
, pp. 462-483
-
-
Fairuz, A.R.M.1
Chong, S.C.2
Chew, K.-W.3
-
13
-
-
0032395145
-
Relational benefits in services industries: The customer's perspective
-
Gwinner, K.P., Gremler, D.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.P.1
Gremler, D.D.2
Bitner, M.J.3
-
14
-
-
33846141835
-
Consumer access to credit: The case of the UK
-
Handrinos, M.C., Nikolopoulos, K. and Lin, B. (2007), "Consumer access to credit: the case of the UK", International Journal of Management and Enterprise Development, Vol. 4 No. 1, pp. 18-29.
-
(2007)
International Journal of Management and Enterprise Development
, vol.4
, Issue.1
, pp. 18-29
-
-
Handrinos, M.C.1
Nikolopoulos, K.2
Lin, B.3
-
15
-
-
8644258463
-
Customer orientation of service employees: Its impact on customer satisfaction, commitment and retention
-
Hennig-Thurau, T. (2004), "Customer orientation of service employees: its impact on customer satisfaction, commitment and retention", International Journal of Service Industry Management, Vol. 15 No. 5, pp. 460-78.
-
(2004)
International Journal of Service Industry Management
, vol.15
, Issue.5
, pp. 460-478
-
-
Hennig-Thurau, T.1
-
16
-
-
84992769402
-
Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality
-
Hennig-Thurau, T., Gwinner, K.P. and Gremler, D.D. (2002), "Understanding relationship marketing outcomes: an integration of relational benefits and relationship quality", Journal of Service Research, Vol. 4 No. 3, pp. 230-47.
-
(2002)
Journal of Service Research
, vol.4
, Issue.3
, pp. 230-247
-
-
Hennig-Thurau, T.1
Gwinner, K.P.2
Gremler, D.D.3
-
17
-
-
0000661829
-
An exploratory technique for investigating large quantities of categorical data
-
Kass, G.V. (1980), "An exploratory technique for investigating large quantities of categorical data", Applied Statistics, Vol. 29, pp. 119-27.
-
(1980)
Applied Statistics
, vol.29
, pp. 119-127
-
-
Kass, G.V.1
-
18
-
-
58049152380
-
Impact of the internet on internal service quality factors: The travel industry case
-
Kaynama, S.A., Black, C.I. and Keesling, G. (2003), "Impact of the internet on internal service quality factors: the travel industry case", Journal of Applied Business Research, Vol. 19 No. 1, pp. 135-45.
-
(2003)
Journal of Applied Business Research
, vol.19
, Issue.1
, pp. 135-145
-
-
Kaynama, S.A.1
Black, C.I.2
Keesling, G.3
-
19
-
-
8144227123
-
The effect of investment in interorganizational information technology
-
Kent, J.L. and Mentzer, J.T. (2003), "The effect of investment in interorganizational information technology", Journal of Business Logistics, Vol. 24 No. 2, pp. 155-73.
-
(2003)
Journal of Business Logistics
, vol.24
, Issue.2
, pp. 155-173
-
-
Kent, J.L.1
Mentzer, J.T.2
-
20
-
-
0011609191
-
Customer-perceived value in industrial contexts
-
Lapierre, J. (2000), "Customer-perceived value in industrial contexts", Journal of Business & Industrial Marketing, Vol. 15 Nos 2/3, pp. 122-40.
-
(2000)
Journal of Business & Industrial Marketing
, vol.15
, Issue.2-3
, pp. 122-140
-
-
Lapierre, J.1
-
21
-
-
0012614483
-
The use and impact of communication media in purchasing and supply management
-
Larson, P.D. and Kulchitsky, J.D. (2000), "The use and impact of communication media in purchasing and supply management", Journal of Supply Chain Management, Vol. 36 No. 3, pp. 29-39.
-
(2000)
Journal of Supply Chain Management
, vol.36
, Issue.3
, pp. 29-39
-
-
Larson, P.D.1
Kulchitsky, J.D.2
-
22
-
-
34249722074
-
The antecedents of consumer loyalty in retail banking
-
Lewis, B.R. and Soureli, M. (2006), "The antecedents of consumer loyalty in retail banking", Journal of Consumer Behaviour, Vol. 5 No. 1, pp. 15-31.
-
(2006)
Journal of Consumer Behaviour
, vol.5
, Issue.1
, pp. 15-31
-
-
Lewis, B.R.1
Soureli, M.2
-
23
-
-
33751228299
-
Market segmentation with multivariate aid
-
MacLachlan, D.L. and Johansson, J.K. (1981), "Market segmentation with multivariate aid", Journal of Marketing, Vol. 45 No. 1, pp. 74-84.
-
(1981)
Journal of Marketing
, vol.45
, Issue.1
, pp. 74-84
-
-
MacLachlan, D.L.1
Johansson, J.K.2
-
24
-
-
0003695711
-
-
SPSS Inc, Chicago, IL
-
Magidson, J. (1993), SPSS for Windows: CHAID, Release 6, SPSS Inc., Chicago, IL.
-
(1993)
SPSS for Windows: CHAID, Release 6
-
-
Magidson, J.1
-
25
-
-
22144437011
-
The benefits of relationship marketing for the consumer and for the fashion retailers
-
Marzo-Navarro, M., Pedraja-Iglesias, M. and Rivera-Torres, M.P. (2004), "The benefits of relationship marketing for the consumer and for the fashion retailers", Journal of Fashion Marketing and Management, Vol. 8 No. 4, pp. 425-36.
-
(2004)
Journal of Fashion Marketing and Management
, vol.8
, Issue.4
, pp. 425-436
-
-
Marzo-Navarro, M.1
Pedraja-Iglesias, M.2
Rivera-Torres, M.P.3
-
26
-
-
0034417136
-
Seif-service technologies: Understanding customer satisfaction with technology-based service encounters
-
Meuter, M.L., Ostrom, A.L., Roundtree, R.I. and Bitner, M.J. (2000), "Seif-service technologies: understanding customer satisfaction with technology-based service encounters", Journal of Marketing, Vol. 64 No. 3, pp. 50-64.
-
(2000)
Journal of Marketing
, vol.64
, Issue.3
, pp. 50-64
-
-
Meuter, M.L.1
Ostrom, A.L.2
Roundtree, R.I.3
Bitner, M.J.4
-
27
-
-
0032366805
-
Paradoxes of technology: Consumer cognisance, emotions and coping strategies
-
Mick, D.G. and Fournier, S. (1998), "Paradoxes of technology: consumer cognisance, emotions and coping strategies", Journal of Consumer Research, Vol. 25, pp. 123-43.
-
(1998)
Journal of Consumer Research
, vol.25
, pp. 123-143
-
-
Mick, D.G.1
Fournier, S.2
-
28
-
-
21344475322
-
The commitment trust theory of relationship marketing
-
Morgan, R.M. and Hunt, S.D. (1994), "The commitment trust theory of relationship marketing", Journal of Marketing, Vol. 58, pp. 20-38.
-
(1994)
Journal of Marketing
, vol.58
, pp. 20-38
-
-
Morgan, R.M.1
Hunt, S.D.2
-
29
-
-
0033439536
-
Whence customer loyalty?
-
Oliver, R. (1999), "Whence customer loyalty?", Journal of Marketing, Vol. 63 No. 4, pp. 33-44.
-
(1999)
Journal of Marketing
, vol.63
, Issue.4
, pp. 33-44
-
-
Oliver, R.1
-
30
-
-
0013373136
-
-
Free Press, New York, NY
-
Parasuraman, A. and Colby, C.L. (2001), Techno-ready Marketing: How and Why Your Customers Adopt Technology, Free Press, New York, NY.
-
(2001)
Techno-ready Marketing: How and Why Your Customers Adopt Technology
-
-
Parasuraman, A.1
Colby, C.L.2
-
31
-
-
84986065113
-
Identifying key factors affecting consumer purchase behavior in an online shopping context
-
Park, C.H. and Kim, Y-G. (2003), "Identifying key factors affecting consumer purchase behavior in an online shopping context", International Journal of Retail & Distribution Management, Vol. 31 No. 1, pp. 16-29.
-
(2003)
International Journal of Retail & Distribution Management
, vol.31
, Issue.1
, pp. 16-29
-
-
Park, C.H.1
Kim, Y.-G.2
-
32
-
-
84986037764
-
Relationship benefits in service industries: A replication in a Southeast Asian context
-
Patterson, P.G. and Smith, T. (2001), "Relationship benefits in service industries: a replication in a Southeast Asian context", Journal of Services Marketing, Vol. 15 No. 6, pp. 425-43.
-
(2001)
Journal of Services Marketing
, vol.15
, Issue.6
, pp. 425-443
-
-
Patterson, P.G.1
Smith, T.2
-
33
-
-
0037507616
-
A cross-cultural study of switching barriers and propensity to stay with service providers
-
Patterson, P.G. and Smith, T. (2003), "A cross-cultural study of switching barriers and propensity to stay with service providers", Journal of Retailing, Vol. 79 No. 2, pp. 107-20.
-
(2003)
Journal of Retailing
, vol.79
, Issue.2
, pp. 107-120
-
-
Patterson, P.G.1
Smith, T.2
-
34
-
-
33747771040
-
The potential of information technology in facilitating relationship marketing: The case of large Canadian firms
-
Rebolledo, C., Ricard, L. and Prefontaine, L. (2005), "The potential of information technology in facilitating relationship marketing: the case of large Canadian firms", Journal of Relationship Marketing, Vol. 4 Nos 1/2, pp. 57-72.
-
(2005)
Journal of Relationship Marketing
, vol.4
, Issue.1-2
, pp. 57-72
-
-
Rebolledo, C.1
Ricard, L.2
Prefontaine, L.3
-
35
-
-
0033092548
-
Customer benefits and company consequences of customer-salesperson relationships in retailing
-
Reynolds, K.E. and Beatty, S.E. (1999), "Customer benefits and company consequences of customer-salesperson relationships in retailing", Journal of Retailing, Vol. 75 No. 1, pp. 11-32.
-
(1999)
Journal of Retailing
, vol.75
, Issue.1
, pp. 11-32
-
-
Reynolds, K.E.1
Beatty, S.E.2
-
36
-
-
2442474006
-
The impact of information technology deployment on trust, commitment and value creation in business relationships
-
Ryssel, R., Ritter, T. and Gemünden, H.G. (2004), "The impact of information technology deployment on trust, commitment and value creation in business relationships", Journal of Business & Industrial Marketing, Vol. 19 No. 3, pp. 197-207.
-
(2004)
Journal of Business & Industrial Marketing
, vol.19
, Issue.3
, pp. 197-207
-
-
Ryssel, R.1
Ritter, T.2
Gemünden, H.G.3
-
37
-
-
24344488052
-
The loyalty paradox
-
Schultz, D.E. (2005), "The loyalty paradox", Marketing Management, Vol. 14 No. 5, pp. 10-11.
-
(2005)
Marketing Management
, vol.14
, Issue.5
, pp. 10-11
-
-
Schultz, D.E.1
-
38
-
-
0002380770
-
Exploiting niches using relationship marketing
-
Shani, D. and Chalasani, S. (1992), "Exploiting niches using relationship marketing", Journal of Service Marketing, Vol. 6, pp. 43-52.
-
(1992)
Journal of Service Marketing
, vol.6
, pp. 43-52
-
-
Shani, D.1
Chalasani, S.2
-
40
-
-
38849201799
-
Customer loyalty card programmes and its interaction with support technology in the retail industry
-
Smith, A.D. (2008), "Customer loyalty card programmes and its interaction with support technology in the retail industry", International Journal of Management and Enterprise Development, Vol. 5 No. 2, pp. 157-95.
-
(2008)
International Journal of Management and Enterprise Development
, vol.5
, Issue.2
, pp. 157-195
-
-
Smith, A.D.1
-
41
-
-
0038583769
-
Customer complaining behaviour in technology-based service encounters
-
Snellman, K. and Vihtkari, T. (2003), "Customer complaining behaviour in technology-based service encounters", International Journal of Service Industry Management, Vol. 14 No. 2, pp. 217-31.
-
(2003)
International Journal of Service Industry Management
, vol.14
, Issue.2
, pp. 217-231
-
-
Snellman, K.1
Vihtkari, T.2
-
42
-
-
0036257968
-
Customer loyalty in e-commerce: An exploration of its antecedents and consequences
-
Srinivasan, S.S., Anderson, R. and Ponnavolu, K. (2002), "Customer loyalty in e-commerce: an exploration of its antecedents and consequences", Journal of Retailing, Vol. 78 No. 1, pp. 41-50.
-
(2002)
Journal of Retailing
, vol.78
, Issue.1
, pp. 41-50
-
-
Srinivasan, S.S.1
Anderson, R.2
Ponnavolu, K.3
-
43
-
-
0011899406
-
The resource-based view and marketing: The role of market-based assets in gaining competitive advantage
-
Srivastava, R.K., Fahey, L. and Christensen, H.K. (2001), "The resource-based view and marketing: the role of market-based assets in gaining competitive advantage", Journal of Management, Vol. 27 No. 6, pp. 777-802.
-
(2001)
Journal of Management
, vol.27
, Issue.6
, pp. 777-802
-
-
Srivastava, R.K.1
Fahey, L.2
Christensen, H.K.3
-
44
-
-
33750971753
-
Segmenting customer-brand relations: Beyond the personal relationship metaphor
-
Story, J. and Hess, J. (2006), "Segmenting customer-brand relations: beyond the personal relationship metaphor", Journal of Consumer Marketing, Vol. 23 No. 7, pp. 406-13.
-
(2006)
Journal of Consumer Marketing
, vol.23
, Issue.7
, pp. 406-413
-
-
Story, J.1
Hess, J.2
-
45
-
-
0001710569
-
Consumer perceived value: The development of a multiple item scale
-
Sweeney, J.C. and Soutar, G.N. (2001), "Consumer perceived value: the development of a multiple item scale", Journal of Retailing, Vol. 77, pp. 203-20.
-
(2001)
Journal of Retailing
, vol.77
, pp. 203-220
-
-
Sweeney, J.C.1
Soutar, G.N.2
-
46
-
-
0344082101
-
Capturing value creation in business relationships: A customer perspective
-
Ulaga, W. (2003), "Capturing value creation in business relationships: a customer perspective", Industrial Marketing Management, Vol. 32 No. 8, pp. 677-93.
-
(2003)
Industrial Marketing Management
, vol.32
, Issue.8
, pp. 677-693
-
-
Ulaga, W.1
-
47
-
-
0345423640
-
Customer perceived value: A substitute for satisfaction in business market
-
Ulaga, W. and Eggert, A. (2002), "Customer perceived value: a substitute for satisfaction in business market", Journal of Business & Industrial Marketing, Vol. 17 Nos 2/3, pp. 107-18.
-
(2002)
Journal of Business & Industrial Marketing
, vol.17
, Issue.2-3
, pp. 107-118
-
-
Ulaga, W.1
Eggert, A.2
-
48
-
-
0036014187
-
Technology-enabled service delivery. An investigation of reasons affecting customer adoption and rejection
-
Walker, R.H., Craig-Lees, M., Hecker, R. and Francis, H. (2002), "Technology-enabled service delivery. An investigation of reasons affecting customer adoption and rejection", International Journal of Service Industry Management, Vol. 13 No. 1, pp. 91-106.
-
(2002)
International Journal of Service Industry Management
, vol.13
, Issue.1
, pp. 91-106
-
-
Walker, R.H.1
Craig-Lees, M.2
Hecker, R.3
Francis, H.4
-
49
-
-
84992957310
-
The role of emotional satisfaction in service encounters
-
Wong, A. (2004), "The role of emotional satisfaction in service encounters", Managing Service Quality, Vol. 14 No. 5, pp. 365-76.
-
(2004)
Managing Service Quality
, vol.14
, Issue.5
, pp. 365-376
-
-
Wong, A.1
-
50
-
-
33645905159
-
The impact of information technology on supply chain capabilities and firm performance: A resource-based view
-
Wu, F., Yeniyurt, S., Kim, D. and Cavusgil, S.T. (2006), "The impact of information technology on supply chain capabilities and firm performance: a resource-based view", Industrial Marketing Management, Vol. 35, pp. 493-504.
-
(2006)
Industrial Marketing Management
, vol.35
, pp. 493-504
-
-
Wu, F.1
Yeniyurt, S.2
Kim, D.3
Cavusgil, S.T.4
-
51
-
-
0344980732
-
Internet retail customer loyalty: The mediating role of relational benefits
-
Yen, J.R. and Gwinner, K.P. (2003), "Internet retail customer loyalty: the mediating role of relational benefits", International Journal of Service Industry Management, Vol. 14 No. 5, pp. 483-500.
-
(2003)
International Journal of Service Industry Management
, vol.14
, Issue.5
, pp. 483-500
-
-
Yen, J.R.1
Gwinner, K.P.2
|