Slippery Concepts in Context: Relationship Marketing and Public Services

Public Management Review

Volumn 14, Issue 4, 2012, Pages 541-555

  McGuire, Linda ^a  

^a MONASH UNIVERSITY   (Australia)

Author keywords

Public services; relationship marketing; research design

Indexed keywords

EID: 84861631879     PISSN: 14719037     EISSN: 14719045     Source Type: Journal    
DOI: 10.1080/14719037.2011.649975     Document Type: Article

References (57)

1. Accenture. 2001. Customer Relationship Management - A Blueprint for Government, The Government Executive Series Available at http://www.epractice.eu/files/Customer%20Relationship%20Management%20-%20A%20Blueprint%20for%20Government%20(Part%20I)_0.pdf (accessed 23 November 2010)
2. Accenture. 2003. "CRM in Government: Bridging the Gaps - Government Expectations for CRM Still Do Not Match Their Experience". Available at http://www.accenture.com/NR/rdonlyres/14E4340B-4D2B-4147-9291-8FA94D8218E7/0/LCS08Report012109.pdf (accessed 23 November 2010)
3. Alford, J. 2002. Defining the Client in the Public Sector: A Social Exchange Perspective. Public Administration Review, 62(3): 337-45.
4. Allison, G. 1979. "Public and Private Management: Are They Fundamentally Alike in All Unimportant Respects? Chapter 6". In Public Management and Private Perspectives, Edited by: Perry, J. and Kraemer, K. Palo Alto: Mayfield Publishing.
5. Bagozzi, R. P. 1975. Marketing as an Organized Behavioral System of Exchange. Journal of Marketing, 38(4): 71-81.
6. Baron, S. 2010. Relationship Marketing: A Consumer Experience Approach, Thousand Oaks: Sage.
7. Berry, L. L. and Parasuraman, A. 1993. Building a New Academic Field: The Case of Services Marketing. Journal of Retailing, 69 Spring: 13-60.
8. Bowen, J. and Ford, R. C. 2002. Managing Service Organizations: Does Having a "Thing" Make a Difference?. Journal of Management, 28(3): 447-69.
9. Boyne, G. A. 2002. Public and Private Management: What's the Difference?. Journal of Management Studies, 39(1): 97-122.
10. Boulding, W., Staelin, R., Ehert, M. and Johnston, W. J. 2005. A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls and Where to Go, Special Section. Journal of Marketing, 69(4): 155-66.
11. Chandler, J. D. and Vargo, S. L. 2011. Contextualization and Value-In-Context: How Context Frames Exchange. Marketing Theory, 11(1): 35-41.
12. Crompton, J. L. and Lamb, C. W. 1986. Marketing and Social Services, New York: John Wiley & Sons.
13. Carter, N., Klein, R. and Day, P. 1992. How Organisations Measure Success, London: Routledge.
14. Day, G. S. 2000. Managing Marketing Relationships. Journal of the Academy of Management Science, 28(1): 23-30.
15. Dolowitz, D. and Marsh, D. 2000. Learning from Abroad: The Role of Policy Transfer in Contemporary Policy-Making. Governance: An International Journal of Policy and Administration, 13(1): 5-24.
16. Ferguson, R., Paulin, M. and Bergenson, J. 2005. Contractual Governance, Relational Governance, and the Performance of Interfirm Service Exchanges: The Influence of Boundary-Spanner Closeness. Journal of the Academy of Management Science, 33(2): 217-34.
17. Godson, M. 2009. Relationship Markeitng, Oxford: Oxford University Press.
18. Grönroos, C. 1990. Relationship approach to marketing in service contexts: the marketing and organisation behaviour interface. Journal of Business Research, 20: 3-12.
19. Grönroos, C. 1997. Keynote Paper: From Marketing Mix to Relationship Marketing - Towards a Paradigm Shift in Marketing. Management Decisions, 35(4): 322-339.
20. Grönroos, C. 2000. Services Management and Marketing: A Customer Relationship Management Approach, (2nd edn), Chichester: John Wiley & Sons.
21. Grönroos, C. 2006. Adopting a service logic for marketing. Marketing Theory, 6(3): 313-317.
22. Grönroos, C. 2007. Services Management and Marketing: Customer Management in Service Competition, (3rd edn), Chichester: John Wiley & Sons.
23. Gummesson, E. 1991. Truths and Myths in Service Quality. International Journal of Service Industry Management, 2(3): 7-16.
24. Gummesson, E. 1997. Relationship marketing as a paradigm shift: some conclusions from the 30R approach. Management Decisions, 35(4): 267-72.
25. Gummesson, E. 2002. Relationship Marketing and A New Economy: It's Time for De-Programming. Journal of Services Marketing, 16(7): 587-89.
26. Gundlach, G. T. and Murphy, P. E. 1993. Ethical and Legal Foundations of Relational Marketing Exchanges. Journal of Marketing, 57(4): 35-46.
27. Hunt, S. D. 2002. Foundations of Marketing Theory: Toward a General Theory of Marketing, Armonk, NY: M.E. Sharpe, Inc.
28. Jayachandran, S., Sharma, S., Kaufman, P. and Raman, P. 2005. The Role of Informational Processes and Technology Use in Customer Relationship Management. Journal of Marketing, 60(4): 177-92.
29. Johns, N. 1999. What is This Thing Called Service?. European Journal of Marketing, 33(9/10): 958-73.
30. Jos, P. H. and Tompkins, M. E. 2009. Keeping It Public: Defending Public Service Values in a Customer Service Age. Public Administration Review, 69(6): 1077-86.
31. Kaplan, A. M. and Haenlein, M. 2008. The Increasing Importance of Public Marketing: Explanations, Applications and Limits of Marketing Within Public Administration. European Management Journal, 27(3): 197-212.
32. Laing, A. 2003. Marketing in the Public Sector: Towards a typology of public services. Marketing Theory, 3(4): 427-45.
33. McLaughlin, K., Osborne, S. and Chew, C. 2009. Relationship Marketing, relational capital and the future of marketing in public service organizations. Public Money & Management, 29(1): 35-42.
34. McGuire, L. 2003. Marketing Professional Public Services - An Australasian Perspective. Local Governance, 29(1): 55-77.
35. Moller, K. and Halinen, A. 2000. Relationship Marketing Theory: Its Roots and Direction. Journal of Marketing Management, 16(1): 29-54.
36. Morgan, R. M. and Hunt, S. 1994. The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58(3): 20-38.
37. Normann, R. 1991. Services Management. Strategy and Leadership in Service Businesses, New York: John Wiley.
38. OECD Organisation for Economic Cooperation and Development. 1987. Administration as Service, the Public as Client, Paris: OECD.
39. OECD Organisation for Economic Cooperation and Development. 2005. Modernising Government: The Way Forward, Paris: OECD.
40. OECD Organisation for Economic Cooperation and Development. 2008. Rethinking e-Government Services: User Centred Approaches, Paris: OECD.
41. Osborne, S. 2010. Delivering Public Services: Time for a New Theory?. Public Management Review, 12(1): 1-10.
42. Payne, A. and Frow, P. 2005. A Strategic Framework for Customer Relationships Management. Journal of Marketing, 69(4): 167-76.
43. Perry, J. L. and Rainey, H. G. 1988. The Public Private Distinction in Organizational Theory: A Critique and Research strategy. Academy of Management Review, 13(2): 182-201.
44. Pollitt, C. 2003. Public Management Reform; Reliable Knowledge and International Experience. OECD Journal on Budgeting, 3(3): 121-36.
45. Pollitt, C. 2004. "Chapter 17 Theoretical Overview". In Unbundled Government: A Critical Analysis of the Global Trend to Agencies, Quangos and Contractualization, Edited by: Pollitt, C. and Talbot, C. London: Routledge Maidenhead.
46. Pollitt, C. 2009. Debate: Approaches to Control - The Poverty of 'What's Hot and What's Not. Public Money & Management, 30(1): 7-8.
47. Pollitt, C. and Bouckeart, G. 2004. Public Management Reform - A Comparative Analysis, (2nd edn), Oxford: Oxford University Press.
48. Rainey, H. and Bozeman, B. 2000. Comparing Public and Private Organisations: Empirical Research and The Power of The a priori. Journal of Public Administration Research and Theory, 10(2): 447-69.
49. Rees, P. and Gardner, H. 2003. Best Value, Partnerships and Relationship Marketing in Local Government. International Journal of Non-Profit and Voluntary Sector Marketing, 8(2): 143-52.
50. Rose, R. 1993. Lesson-drawing in Public Policy. A Guide to Learning across Time and Space, New Jersey: Chatham House Publishers Inc.
51. Sheth, J. N. and Pavartiya, A. 2000. Handbook of Relationship Marketing, Thousand Oaks: Sage Publishing.
52. Silvestro, R. 1999. Positioning Services along the Volume-Variety Diagonal: The Contingencies of Service Design, Control and Improvement. International Journal of Product Management, 19(4): 399-420.
53. Vargo, S. L. and Lusch, R. F. 2004. The Four Service Marketing Myths: Remnants of a Goods-Based, Manufacturing Model. Journal of Service Research, 6(4): 324-335.
54. Vargo, S. L. and Lusch, R. F. 2008. Why "service"?. Journal of the Academy of Marketing Science, 36(1): 25-38.
55. Walsh, K. 1994. Marketing and Public Sector Management. European Journal of Marketing, 28(3): 63-71.
56. Walsh, K. 1995. Public Services and Market Mechanisms: Competition, Contracting and the New Public Management, London: Macmillan.
57. Wright, G. H. and Taylor, A. 2005. Strategic Marketing in Health Care. Public Management Review, 7(2): 203-24.