Customer relationship management: Barnard's foundations

Journal of Management History

Volumn 12, Issue 3, 2006, Pages 306-318

  Novicevic, Milorad ^a   Sloan, Hugh ^a   Duke, Allison ^a   Holmes, Erin ^a   Breland, Jacob ^a  

^a UNIVERSITY OF MISSISSIPPI   (United States)

Author keywords

Buyer seller relationships; Industrial relations; Management history; Participative management

Indexed keywords

EID: 68549098284     PISSN: 17511348     EISSN: 17587751     Source Type: Journal    
DOI: 10.1108/17511340610670205     Document Type: Article

References (58)

1. Ankersmit, F. (2000), "Comments on Bevir's the logic of the history of ideas" in Rethinking History, Vol. 4, No. 3, pp. 321-31.
2. Applebaum, A. (2001), "The constant customer" in The Gallup Management Journal, Vol. 17, pp. 1-5.
3. Barnard, C. (1938), The Functions of the Executive, Harvard University Press, Cambridge, MA.
4. Barnard, C. (1940), "Comments on the job of the executive" in Harvard Business Review, Vol. 18, pp. 295-309.
5. Barnard, C. (1948), Organization and Management, Harvard University Press, Cambridge, MA.
6. Bateson, J. (2002), "Customer performance and quality in services" in Managing Service Quality, Vol. 12, pp. 206-9.
7. Bettencourt, L.A. (1997), "Customer voluntary performance: customers as partners in service delivery" in Journal of Retailing, Vol. 73, pp. 383-406.
8. Bevir, M. (1999), The Logic of the History of Ideas, Cambridge University Press, Cambridge, MA.
9. Bevir, M. (2000a), "The logic of the history of ideas" in Rethinking History, Vol. 4, No. 3, pp. 295-300.
10. Bevir, M. (2000b), "Philosophy, rhetoric, and power: a response to my critics" in Rethinking History, Vol. 4, No. 3, pp. 341-50.
11. Bitner, J., Farasnda, W., Hubbert, A., Zeithaml, V. (1997), "Customer contributions and roles in service delivery" in International Journal or Service Industry Management, Vol. 8, pp. 193-208.
12. Boettinger, H.M. (1977), The Telephone Book, Riverwood Publishers, Croton-On-Hudson, NY.
13. Bowen, D.E. (1986), "Managing customers as human resources in service organization" in Human Resource Management, Vol. 25, pp. 371-83.
14. Bowen, D.E., Johnston, R. (1998), "Internal service recovery: developing a new construct" in International Journal of Service Industry Management, Vol. 10, pp. 118-31.
15. Bowen, D.E., 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. (Eds.), Marketing of Services, American Marketing Association, Chicago, IL, pp. 47-51.
16. Bowen, D.E., Schneider, B., Kim, S.S. (2000), "Shaping service cultures through strategic human resource management" in Swartz, T.A. and Iacobucci, D. (Eds.), Handbook of Services Marketing and Management, Sage, Thousand Oaks, CA, pp. 439-54.
17. Bowen, D.E., Siehl, C. (1997), "The future of human resource management: March and Simon (1958) revisited" in Human Resource Management, Vol. 36, No. 1, pp. 57-63.
18. Bowers, M.R., Martin, C.L., Luker, A. (1990), "Trading places: employees as customers, customers as employees" in The Journal of Services Marketing, Vol. 4, pp. 55-69.
19. Brief, A.P., Bazerman, M. (2003), "Editor's comments: bringing in consumers" in Academy of Management Review, Vol. 29, pp. 187-9.
20. Chase, R.B., Tansik, D.A. (1983), "The customer contact model for organization design" in Management Science, Vol. 49, pp. 1037-50.
21. Claycomb, C., Lengnick-Hall, C.A., Inks, L.W. (2001), "The customer as a productive resource: a pilot study and strategic implications" in Journal of Business Strategies, Vol. 18, pp. 47-69.
22. Copeland, C. (1940), "The job of the executive" in Harvard Business Review, Vol. 18, pp. 148-62.
23. Coye, R.W., Verma, R. (2005), "Managing corrosive customers" in MIT Sloan Management Review, Vol. 45, No. 2, p. 15.
24. Day, G. (1999), The Market Driven Organization: Understanding, Attracting, and Keeping Valuable Customers, The Free Press, New York, NY.
25. DiMaggio, P. (1995), "Comment on 'what theory is not'" in Administrative Science Quarterly, Vol. 40, pp. 391-7.
26. Eiglier, P., Langeard, E. (1977), "A new approach to service marketing" in Marketing Consumer Services: New Insights Report, Marketing Science Institute, Boston, MA, pp. 77-115.
27. Frei, F.X., Harker, P.T. (2000), "Value creation and process management: evidence from retail banking", The Wharton School, University of Pennsylvania, Philadelphia, PA, working paper, Wharton Financial Institutions Center.
28. Gabor, A. (2000), The Capitalist Philosophers: The Geniuses of Modern Business - Their Lives, Times, and Ideas, Random House, New York, NY.
29. Gersuny, C., Rosengren, W.R. (1973), The Service Society, Schenkman, Cambridge, MA.
30. Gilder, G. (1993), "Metcalf's law and legacy", Forbes ASAP, September 13, pp. 158-66.
31. Golembiewski, R.T. (1988), "Nobel laureate Simon "looks back": a low-frequency mode", Public Administration Quarterly, Fall, pp. 275-300.
32. Gouthier, M., Schmid, S. (2003), "Customers and customer relationships in service firms" in Marketing Theory, Vol. 3, pp. 119-43.
33. Groth, M. (2005), "Customers as good soldiers: examining citizenship behaviors in internet service deliveries" in Journal of Management, Vol. 31, No. 1, pp. 7-28.
34. Halbesleben, J.R.B., Buckley, M.R. (2004), "Managing customers as employees of the firm" in Personnel Review, Vol. 33, pp. 351-72.
35. Hsieh, A., Yen, C., Chin, K. (2004), "Participative customers as partial employees and service provider workload" in International Journal of Service Industry Management, Vol. 15, pp. 187-99.
36. Jackson, S., Schuler, R. (1992), "HRM practices in service-based organizations: a role theory perspective" in Advances in Services Marketing and Management, Vol. 1, pp. 123-57.
37. Keh, H.T., Teo, C.W. (2001), "Retail customers as partial employees in service provision: a conceptual framework" in International Journal of Retail & Distribution Management, Vol. 29, pp. 370-8.
38. Kelley, S.W., Donnelly, J.H., Skinner, S.J. (1990), "Customer participation in service production and delivery" in Journal of Retailing, Vol. 66, pp. 315-35.
39. Klahl, D., Simon, H. (1999), "Studies of scientific discovery: complementary approaches and convergent findings" in Psychological Bulletin, Vol. 125, No. 5, pp. 534-43.
40. Korczynski, M. (2003), "Communities of coping: collective emotional labour in service work" in Organization, Vol. 10, No. 1, pp. 55-79.
41. Lengnick-Hall, C.A. (1996), "Customer contributions to quality: a different view of the customer-oriented firm" in Academy of Management Review, Vol. 21, pp. 791-824.
42. Lengnick-Hall, M., Lengnick-Hall, C. (1999), "Expanding customer orientation in the HR function" in Human Resource Management, Vol. 38, pp. 201-14.
43. Lepak, D.P., Snell, S.A. (2002), "Examining the human resource architecture: the relationships among human capital, employment, and human resource configurations" in Journal of Management, Vol. 28, pp. 517-44.
44. Lovelock, C.H., Young, R.F. (1979), "Look to customers to increase productivity" in Harvard Business Review, Vol. 57, pp. 168-78.
45. Mahoney, J.T. (2002), "Relevance of Chester I. Barnard's teachings to contemporary management education: communicating the aesthetics of management" in International Journal of Organizational Theory and Behavior, Vol. 5, Nos 1/2, pp. 159-72.
46. Manolis, C., Meamber, L.A., Winsor, R.D., Brooks, C.M. (2001), "Partial employees and consumers" in Marketing Theory, Vol. 1, pp. 225-43.
47. Mills, P.K., Chase, R.B., Margulies, N. (1983), "Motivating the client/employee system as a service production strategy" in Academy of Management Review, Vol. 8, pp. 301-10.
48. Mills, P.K., Morris, J.H. (1986), "Clients as partial employees of service organizations: role development in client participation" in Academy of Management Review, Vol. 11, pp. 726-35.
49. Mitchell, T., Scott, W. (1988), "The Barnard-Simon contribution: a vanished legacy" in Public Administration Quarterly, Vol. 48, No. 5, pp. 348-68.
50. Prahalad, C.K., Ramaswamy, V. (2000), "Co-opting customer competence" in Harvard Business Review, Vol. 78, pp. 79-87.
51. Rodie, A.R., Kleine, S.S. (2000), "Customer participation in services production and delivery" in Swartz, T.A. and Iacobucci, D. (Eds.), Handbook of Services Marketing and Management, Sage, Thousand Oaks, CA, pp. 111-25.
52. Sheth, J., Sisodia, R.S., Sharma, A. (2000), "The antecedents and consequences of customer-centric marketing" in Journal of the Academy of Marketing Science, Vol. 28, pp. 55-66.
53. Slater, S. (1997), "Developing a customer value-based theory of the firm" in Journal of the Academy of Marketing Science, Vol. 25, No. 2, pp. 162-7.
54. Slater, S.F., Narver, J.C. (1995), "Market orientation and the learning organization" in Journal of Marketing, Vol. 59, No. 3, pp. 63-75.
55. Vargo, S., Lusch, R. (2004), "Evolving to a new dominant logic for marketing" in Journal of Marketing, Vol. 68, pp. 1-17.
56. Xue, M., Harker, P. (2002), "Customer efficiency: concepts and its impact on e-business management" in Journal for Service Research, Vol. 4, pp. 253-67.
57. Bowen, D.E., Jones, G.R. (1986), "Transaction cost analysis of service organization-customer exchange" in Academy of Management Review, Vol. 11, pp. 428-41.
58. Bowen, D.E., Waldman, D.A. (1999), "Customer-driven employee performance" Illgen, D.R. and Pulakos, E.D. (Eds.), The Changing Nature of Performance: Implications for Staffing, Motivation, and Development, Jossey-Bass, San Francisco, CA.