Relationship marketing, relational capital and the future of marketing in public service organizations

Public Money and Management

Volumn 29, Issue 1, 2009, Pages 35-42

  McLaughlin, Kate ^a   Osborne, Stephen P ^b   Chew, Celine ^c  

^a UNIVERSITY OF BIRMINGHAM   (United Kingdom)

^b UNIVERSITY OF EDINBURGH   (United Kingdom)

^c CARDIFF UNIVERSITY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 70449638143     PISSN: 09540962     EISSN: 14679302     Source Type: Journal    
DOI: 10.1080/09540960802617343     Document Type: Article

References (44)

1. Bachmann, R. (2001), Trust, power and control in trans-organizational relations. Organization Studies, 22, 2, pp. 337-365. (Pubitemid 33590946)
2. Best, M. (1993), The New Competition (Harvard University Press, Harvard).
3. Brandsen, T. and Pestoff, V. (2006), Coproduction in the third sector and the delivery of public services. Public Management Review, 8, 4, pp. 493-502.
4. Capello, R. (2002), Spatial and sectoral characteristics of relational capital in innovation activity. European Planning Studies, 10, 2, pp. 177-200.
5. Chew, C. (2006), Positioning and its strategic relevance: emerging themes from the experiences of British charitable organizations. Public Management Review, 8, 2 pp. 333-350.
6. Donaldson, B. and O'Toole, T. (2002), Strategic Market Relationships: From Strategy to Implementation (Wiley, Chichester).
7. Falconer, P. and Ross, K. (1999), Citizen's charters and public service provision: lessons from the UK experience. International Review of Administrative Sciences, 65, 3.
8. Groonroos, C. (1994), From marketing mix to relationship marketing: towards a paradigm shift in marketing. Asia-Australia Marketing Journal, 2, 1, pp. 9-29.
9. Gulati, R., Nohria, N. and Zaheer, A. (2000), Strategic networks. Strategic Management Journal, 21, 3, pp. 203-215.
10. Harker, M. (1999), Relationship marketing defined? An examination of current relationship marketing definitions. Marketing Intelligence Planning, 17, 1, pp. 13-20.
11. Huxham, C. and Vangen, S. (2000), Leadership in the shaping and implementation of collaboration agendas. Academy of Management Journal, 4, pp. 1159-1177.
12. Kale, P., Singh, H. and Perlmutter, H. (2000), Learning and protection of proprietary assets in strategic alliances. Strategic Management Journal, 21, 3, pp. 217-237.
13. Kearsey, A. and Varey, R. (1998), Managerialist thinking on marketing for public services. Public Money & Management, 18, 2.
14. Kitchener, M. and Whipp, R. (1995), Quality in the marketing change process. In Martinez, M. and Kirkpatrick, I. (Eds), The Politics of Quality (Routledge, London), pp. 190-212.
15. Knapp, M. et al. (1990), Public money, voluntary action. Whose welfare? In Anheier, H. and Seibel, W. (Eds), The Third Sector (de Gruyter, Berlin), pp. 183-218.
16. Kotler, P. and Andreason, A. (1975), Strategic Marketing for Non-profit Organizations (Prentice Hall, Englewood Cliffs).
17. Kotler, P. and Keller, K. (2005), Marketing Management (Prentice Hall, New York).
18. Kotler, P. and Levy, S. J. (1969), Broadening the concept of marketing. Journal of Marketing, 33.
19. Laing, A. (2003), Marketing in the public sector: toward a typology of public services. Marketing Theory, 3, 4, pp. 427-445.
20. Laing, A. and McKee, L. (2000), Structuring the marketing function in professional service organisations. European Journal of Marketing, 34, 5/6, pp. 576-597.
21. Lorenzoni, G. and Lipparini, A. (1999), The leverage of interfirm relationships as a distinctive organizational capability: a longitudinal study. Strategic Management Journal, 20, 4, pp. 317-338.
22. Morgan, R. M. and Hunt, S. D. (1994), The commitment-trust theory of relationship marketing. Journal of Marketing, 58, pp. 20-38.
23. Normann, R. (1991), Services Management (Wiley, Chichester).
24. Osborne, S. (2006), The new public governance? Public Management Review, 8, 3.
25. Osborne, S. and Brown, K. (2005), Managing Change and Innovation in Public Service Organizations (Routledge, London)
26. Osborne, S. and McLaughlin, K. (2002), Trends and issues in the implementation of local 'voluntary sector compacts' in England. Public Money & Management, 22, 1, pp. 51-63.
27. Overby, S. (2006), Big deals, big savings, big problems. CIO Magazine (1 February).
28. Palmer, A. (2001), Co-operation and collusion: making the distinction in marketing relationships. Journal of Marketing Management, 17, 7/8, pp. 761-784.
29. Parkhe, A. and Miller, S. (2000), The structure of optimal trust: a comment and some extensions. Academy of Management Review, 25, 1, pp. 10- 11.
30. Pheysey, D. (1993), Organisational Cultures: Types and Transformations (Routledge, London).
31. Piercy, N. and Cravens, C. (1995), The network paradigm and the marketing organization: developing a new management agenda. European Journal of Marketing, 29, 3, pp. 7-34.
32. Powell, W. and DiMaggio, P. (1991), The New Institutionalism in Organizational Analysis (University of Chicago Press, Chicago).
33. Ring, P. and Van den Ven, A. (1992), Structuring co-operative relationships between organizations. Strategic Management Journal, 13, 7, pp. 483-498.
34. Sawhney, M. and Zabin, J. (2001), Seven Steps to Nirvana. Strategic Insight into Ebusiness Transformation (McGraw-Hill, New York).
35. Selnes, F. (1998), Antecedents and consequences of trust and satisfaction in buyer-seller relationships. European Journal of Marketing, 32, 3-4, pp. 305-322.
36. Sharma, N. and Patterson, P. (1999), The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services. Journal of Services Marketing, 13, 2, pp. 150-170.
37. Sheth, J., Sisodia, R. and Sharma, A. (2000), The antecedents and consequences of customer centric marketing. Journal of the Academy of Marketing Science, 28, 1, pp. 55-66
38. Tsai, W. (2000), Social capital, strategic relatedness and the formation of intraorganizational linkages. Strategic Management Journal, 21, 9, pp. 925-939.
39. Veloutsou, C., Saren, M. and Tzokas, N. (2002), Relationship marketing: what if...? European Journal of Marketing, 36, 4, pp. 433-449.
40. Vickers, J. and Yarrow, G. (1988), Privatization: An Economic Analysis (The MIT Press, Cambridge).
41. Walsh, K. (1991), Citizens and consumers: marketing and public sector management. Public Money & Management, 11, 2, pp. 9-16.
42. Walsh, K. (1994), Marketing and public sector management. European Journal of Marketing, 28, 3, pp. 63-71.
43. Wistow, G., Knapp, M., Hardy, B. and Allen, C. (1994), Social Care in a Mixed Economy (Open University Press, Buckingham).
44. Wright, G. and Taylor, A. (2005), Strategic marketing in health care. Public Management Review, 7, 2 pp. 203-224