-
1
-
-
0002862919
-
The political economy paradigm: foundation for theory building in marketing
-
Arndt, J. (1983), “The political economy paradigm: foundation for theory building in marketing”, Journal of Marketing, Vol. 47, pp. 44-54.
-
(1983)
Journal of Marketing
, vol.47
, pp. 44-54
-
-
Arndt, J.1
-
2
-
-
84950834041
-
A return to managing customer relationships
-
Axson, D.A.J. (1992), “A return to managing customer relationships”, International Journal of Bank Marketing, Vol. 10 No. 1 pp. 30-5.
-
(1992)
International Journal of Bank Marketing
, vol.10
, Issue.1
, pp. 30-35
-
-
Axson, D.A.J.1
-
3
-
-
84986138593
-
Bank marketing: myth or reality?
-
Baker, M. (1983), “Bank marketing: myth or reality?”, International Journal of Bank Marketing, Vol. 10 No. 1, pp. 30-5.
-
(1983)
International Journal of Bank Marketing
, vol.10
, Issue.1
, pp. 30-35
-
-
Baker, M.1
-
4
-
-
85015370931
-
Internal networks for internal marketing
-
Ballantyne, D. (1997), “Internal networks for internal marketing”, Journal of Marketing Management, Vol. 13, pp. 343-66.
-
(1997)
Journal of Marketing Management
, vol.13
, pp. 343-366
-
-
Ballantyne, D.1
-
5
-
-
84986064857
-
Alternative delivery systems
-
May/June
-
Barrett, M. (1997), “Alternative delivery systems”, The Banker Magazine, May/June, pp. 44-51.
-
(1997)
The Banker Magazine
, pp. 44-51
-
-
Barrett, M.1
-
6
-
-
0021399805
-
A longitudinal analysis of the antecedents of organisational commitment
-
Bateman, T.S. and Strasser, S. (1984), “A longitudinal analysis of the antecedents of organisational commitment”, Academy of Management Journal, Vol. 27, pp. 95-112.
-
(1984)
Academy of Management Journal
, vol.27
, pp. 95-112
-
-
Bateman, T.S.1
Strasser, S.2
-
7
-
-
0002790865
-
Notes on the concept of commitment
-
Becker, H.S. (1960), “Notes on the concept of commitment”, American Journal of Sociology, Vol. 66, pp. 32-40.
-
(1960)
American Journal of Sociology
, vol.66
, pp. 32-40
-
-
Becker, H.S.1
-
8
-
-
84986110586
-
Ten building blocks for developing a customer-focused culture
-
Berry, L.D. (1997), “Ten building blocks for developing a customer-focused culture”, Bank Marketing, Vol. 29 No. 7, p. 106.
-
(1997)
Bank Marketing
, vol.29
, Issue.7
, pp. 106
-
-
Berry, L.D.1
-
9
-
-
0002183869
-
The employee as customer
-
in Lovelock, C., Kent Publishing, Boston, MA
-
Berry, L.L. (1984), “The employee as customer” in Lovelock, C., Services Marketing, Kent Publishing, Boston, MA, pp. 271-8.
-
(1984)
Services Marketing
, pp. 271-278
-
-
Berry, L.L.1
-
10
-
-
84951659358
-
Relationship marketing of services – growing interest, emerging perspectives
-
Berry, L.L. (1995), “Relationship marketing of services – growing interest, emerging perspectives”, Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 236-45.
-
(1995)
Journal of the Academy of Marketing Science
, vol.23
, Issue.4
, pp. 236-245
-
-
Berry, L.L.1
-
11
-
-
84951661416
-
Building service relationships: it's all about promises
-
Bitner, M-J (1995), “Building service relationships: it's all about promises”, Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 246-51.
-
(1995)
Journal of the Academy of Marketing Science
, vol.23
, Issue.4
, pp. 246-251
-
-
Bitner, M.-J.1
-
12
-
-
0040421249
-
Organising for service: empowerment or production line
-
in Glynn, W.J. and Barnes, J.G. (Eds), Oak Tree Press, Dublin
-
Bowen, D.E. and Lawler, E.E. III, (1995), “Organising for service: empowerment or production line”, in Glynn, W.J. and Barnes, J.G. (Eds), Understanding Services Management, Oak Tree Press, Dublin, pp. 244-68.
-
(1995)
Understanding Services Management
, pp. 244-268
-
-
Bowen, D.E.1
Lawler, E.E.2
-
13
-
-
85024239775
-
Towards a paradigm shift in marketing? An examination of current marketing practices
-
Brodie, R., Coviello, N., Brookes, R. and Little, V. (1997), “Towards a paradigm shift in marketing? An examination of current marketing practices”, Journal of Marketing Management, Vol. 13, pp. 388-406.
-
(1997)
Journal of Marketing Management
, vol.13
, pp. 388-406
-
-
Brodie, R.1
Coviello, N.2
Brookes, R.3
Little, V.4
-
14
-
-
84986111760
-
Building organization commitment: the socialization of managers in work organizations
-
Buchanan, B. (1974), “Building organization commitment: the socialization of managers in work organizations”, Administrative Science Quarterly, Vol. 19, pp. 533-46.
-
(1974)
Administrative Science Quarterly
, vol.19
, pp. 533-546
-
-
Buchanan, B.1
-
16
-
-
0004554427
-
Managing expectations in the small firm – bank relationship
-
Butler, P. and Durkin, M. (1995), “Managing expectations in the small firm – bank relationship”, Irish Marketing Review, Vol. 8, pp. 53-60.
-
(1995)
Irish Marketing Review
, vol.8
, pp. 53-60
-
-
Butler, P.1
Durkin, M.2
-
17
-
-
84986161492
-
Relationship intermediaries: business advisers in the small firm – bank relationship
-
Butler, P. and Durkin, M. (1998), “Relationship intermediaries: business advisers in the small firm – bank relationship”, International Journal of Bank Marketing, Vol. 16 No. 1, pp. 32-8.
-
(1998)
International Journal of Bank Marketing
, vol.16
, Issue.1
, pp. 32-38
-
-
Butler, P.1
Durkin, M.2
-
19
-
-
84986037709
-
The effect of internal marketing on organisational commitment among retail bank managers
-
(Emerald On-line, cited 6/2/99).
-
Caruana, A. and Calleya, P. (1998), “The effect of internal marketing on organisational commitment among retail bank managers”, International Journal of Bank Marketing, Vol. 16 No. 3 (Emerald On-line, cited 6/2/99).
-
(1998)
International Journal of Bank Marketing
, vol.16
, Issue.3
-
-
Caruana, A.1
Calleya, P.2
-
20
-
-
0004244366
-
-
Butterworth-Heinemann, Oxford.
-
Christopher, M., Payne, A. and Ballantyne, D. (1991), Relationship Marketing, Butterworth-Heinemann, Oxford.
-
(1991)
Relationship Marketing
-
-
Christopher, M.1
Payne, A.2
Ballantyne, D.3
-
21
-
-
0002827965
-
Psychology of employee lateness, absence and turnover: a methodological critique and an empirical study
-
Clegg, C.W. (1983), “Psychology of employee lateness, absence and turnover: a methodological critique and an empirical study”, Journal of Applied Psychology, Vol. 68, pp. 88-101.
-
(1983)
Journal of Applied Psychology
, vol.68
, pp. 88-101
-
-
Clegg, C.W.1
-
22
-
-
1642627164
-
Information technology and sustainable competitive advantage: empirical findings from the financial services industry
-
PhD, University of Ulster.
-
Colgate, M. (1996), “Information technology and sustainable competitive advantage: empirical findings from the financial services industry”, PhD, University of Ulster.
-
(1996)
-
-
Colgate, M.1
-
23
-
-
84986030447
-
Employee turnover: a meta-analysis and review with implications for research
-
Cotton, J.L. and Tuttle, J.M. (1986), “Employee turnover: a meta-analysis and review with implications for research”, Academy of Management Review, Vol. 11, pp. 55-70.
-
(1986)
Academy of Management Review
, vol.11
, pp. 55-70
-
-
Cotton, J.L.1
Tuttle, J.M.2
-
26
-
-
43549116314
-
Service encounters and service relationships: implications for research
-
Czepiel, J.A. (1990), “Service encounters and service relationships: implications for research”, Journal of Business Research, Vol. 20, pp. 13-21.
-
(1990)
Journal of Business Research
, vol.20
, pp. 13-21
-
-
Czepiel, J.A.1
-
27
-
-
0011028817
-
Measuring the relative efficiency of the selling function
-
Research paper, Loughborough University Banking Centre, May.
-
Drake, L. and Howcroft, B. (1995), “Measuring the relative efficiency of the selling function”, Research paper, Loughborough University Banking Centre, May.
-
(1995)
-
-
Drake, L.1
Howcroft, B.2
-
29
-
-
84986132453
-
“Banks caught in distribution dilemma’’
-
Financial Technology International Bulletin (1997), “Banks caught in distribution dilemma’’, Vol. 14 No. 6 pp. 7-9.
-
(1997)
Financial Technology International Bulletin
, vol.14
, Issue.6
, pp. 7-9
-
-
-
30
-
-
0001983718
-
My employees are my service guarantee
-
July/August
-
Firnstahl, T.W. (1989), “My employees are my service guarantee”, Harvard Business Review, July/August, pp. 28-34.
-
(1989)
Harvard Business Review
, pp. 28-34
-
-
Firnstahl, T.W.1
-
31
-
-
0031601916
-
Preventing the premature death of relationship marketing
-
Fournier, S., Dobscha, S. and Mick, D.G. (1998), “Preventing the premature death of relationship marketing”, Harvard Business Review, January-February, pp. 42-97.
-
(1998)
Harvard Business Review, January-February
, pp. 42-97
-
-
Fournier, S.1
Dobscha, S.2
Mick, D.G.3
-
32
-
-
84986070897
-
Determinants of long-term orientation in buyer-seller relationships
-
April
-
Ganesan, S. (1994), “Determinants of long-term orientation in buyer-seller relationships”, Journal of Marketing, Vol. 58, April, pp. 1-19.
-
(1994)
Journal of Marketing
, vol.58
, pp. 1-19
-
-
Ganesan, S.1
-
33
-
-
0039580216
-
The retailing of services – a challenging future
-
George, W.R. (1977), “The retailing of services – a challenging future”, Journal of Retailing, pp. 85-98.
-
(1977)
Journal of Retailing
, pp. 85-98
-
-
George, W.R.1
-
35
-
-
0001937314
-
Relationship approach to marketing in service contexts: the marketing and organisational behavior interface
-
Gronroos, C. (1990), “Relationship approach to marketing in service contexts: the marketing and organisational behavior interface”, Journal of Business Research, Vol. 20, pp. 3-11.
-
(1990)
Journal of Business Research
, vol.20
, pp. 3-11
-
-
Gronroos, C.1
-
36
-
-
21844506036
-
Relationship marketing: the strategy continuum
-
Gronroos, C. (1995), “Relationship marketing: the strategy continuum”, Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 252-4.
-
(1995)
Journal of the Academy of Marketing Science
, vol.23
, Issue.4
, pp. 252-254
-
-
Gronroos, C.1
-
37
-
-
84991945637
-
Value-driven relational marketing: from products to resources and competencies
-
Gronroos, C. (1997), “Value-driven relational marketing: from products to resources and competencies”, Journal of Marketing Management, Vol. 13, pp. 407-19.
-
(1997)
Journal of Marketing Management
, vol.13
, pp. 407-419
-
-
Gronroos, C.1
-
39
-
-
84972950923
-
Indirect distribution channels in the retailing of financial services
-
in Ennew, C., Watkins, T. and Wright, M., Butterworth Heinemann, Oxford.
-
Howcroft, B. (1990), “Indirect distribution channels in the retailing of financial services”, in Ennew, C., Watkins, T. and Wright, M., Marketing Financial Services, Butterworth Heinemann, Oxford.
-
(1990)
Marketing Financial Services
-
-
Howcroft, B.1
-
41
-
-
0032844991
-
The new retail banking revolution
-
(forthcoming).
-
Howcroft, J.B. (1999), “The new retail banking revolution”, Service Industries Journal, Vol. 19 No. 2 (forthcoming).
-
(1999)
Service Industries Journal
, vol.19
, Issue.2
-
-
Howcroft, J.B.1
-
43
-
-
3242707878
-
The British financial system
-
in McGoldrick, P.J. and Greenland, S.J., McGraw-Hill, London.
-
Hughes, J. (1994), “The British financial system”, in McGoldrick, P.J. and Greenland, S.J., Retailing of Financial Services, McGraw-Hill, London.
-
(1994)
Retailing of Financial Services
-
-
Hughes, J.1
-
45
-
-
84986067712
-
The role of employee commitment and trust in service relationships
-
Iversen, R.D., McLeod, C.S. and Erwin, P.J. (1996), “The role of employee commitment and trust in service relationships”, Marketing Intelligence and Planning, Vol. 14, pp. 36-48.
-
(1996)
Marketing Intelligence and Planning
, vol.14
, pp. 36-48
-
-
Iversen, R.D.1
McLeod, C.S.2
Erwin, P.J.3
-
46
-
-
0000590429
-
Compliance, identification and internalization: three processes of attitude change
-
Kelman, H.C. (1958), “Compliance, identification and internalization: three processes of attitude change”, Journal of Conflict Resolution, Vol. 2, pp. 51-60
-
(1958)
Journal of Conflict Resolution
, vol.2
, pp. 51-60
-
-
Kelman, H.C.1
-
48
-
-
84986108132
-
The future of banking: is banking a declining industry?
-
research paper, Loughborough University Banking Centre, November.
-
Lewellyn, D.T. (1994), “The future of banking: is banking a declining industry?”, research paper, Loughborough University Banking Centre, November.
-
(1994)
-
-
Lewellyn, D.T.1
-
49
-
-
3843119782
-
Banking in the 21st century: the transformation of an industry
-
research paper, Loughborough University Banking Centre, November
-
Lewellyn, D.T. (1996), “Banking in the 21st century: the transformation of an industry”, research paper, Loughborough University Banking Centre, November
-
(1996)
-
-
Lewellyn, D.T.1
-
50
-
-
84986055698
-
BPR: a marketing perspective
-
in Armistead, C. and Bowland, P. (Eds), Wiley & Son, Chichester
-
Lynch, J.E. (1996), “BPR: a marketing perspective”, in Armistead, C. and Bowland, P. (Eds), Managing Business Processes; BPR and Beyond, Wiley & Son, Chichester, pp. 103-14.
-
(1996)
Managing Business Processes; BPR and Beyond
, pp. 103-114
-
-
Lynch, J.E.1
-
51
-
-
0009906486
-
Consumer adoption of self-service technologies in retail banking
-
Marr, N.E. and Prendergast, G.P. (1993), “Consumer adoption of self-service technologies in retail banking”, International Journal of Bank Marketing, Vol. 11 No. 1, pp. 3-10.
-
(1993)
International Journal of Bank Marketing
, vol.11
, Issue.1
, pp. 3-10
-
-
Marr, N.E.1
Prendergast, G.P.2
-
52
-
-
11944272672
-
A review of meta-analysis of the antecedents, correlates and consequences or organizational commitment
-
Mathieu, J.E. and Zajac, D.M. (1990), “A review of meta-analysis of the antecedents, correlates and consequences or organizational commitment”, Psychological Bulletin, Vol. 108, pp. 171-94
-
(1990)
Psychological Bulletin
, vol.108
, pp. 171-194
-
-
Mathieu, J.E.1
Zajac, D.M.2
-
53
-
-
0002196611
-
Financial services – every which way but quality
-
spring
-
McCabe, D., Knights, D. and Wilkinson, A. (1997), “Financial services – every which way but quality”, Journal of General Management, Vol. 22 No. 3, spring, pp. 53-73.
-
(1997)
Journal of General Management
, vol.22
, Issue.3
, pp. 53-73
-
-
McCabe, D.1
Knights, D.2
Wilkinson, A.3
-
54
-
-
84986050160
-
The management of corporate banking relationships
-
Moriarty, R.T., Kimball, R.C. and Gay, J.H. (1983), “The management of corporate banking relationships”, Sloan Management Review, spring, pp. 3-15.
-
(1983)
Sloan Management Review, spring
, pp. 3-15
-
-
Moriarty, R.T.1
Kimball, R.C.2
Gay, J.H.3
-
55
-
-
0000376629
-
Concept redundancy in organizational research: the case of work commitment
-
Morrow, P. (1983), “Concept redundancy in organizational research: the case of work commitment”, Academy of Management Review, Vol. 8, pp. 486-500.
-
(1983)
Academy of Management Review
, vol.8
, pp. 486-500
-
-
Morrow, P.1
-
56
-
-
0003694625
-
-
Academic Press, New York, NY.
-
Mowday, R.T., Porter, L.W. and Steers, R.M. (1982), Employee-Organizations Linkages: The Psychology of Commitment, Absenteeism and Turnover, Academic Press, New York, NY.
-
(1982)
Employee-Organizations Linkages: The Psychology of Commitment, Absenteeism and Turnover
-
-
Mowday, R.T.1
Porter, L.W.2
Steers, R.M.3
-
57
-
-
33845715263
-
The measurement of organizational commitment
-
Mowday, R.T., Steers, R.M. and Porter, L.W. (1979), “The measurement of organizational commitment”, Journal of Vocational Behavior, Vol. 14, pp. 224-7.
-
(1979)
Journal of Vocational Behavior
, vol.14
, pp. 224-227
-
-
Mowday, R.T.1
Steers, R.M.2
Porter, L.W.3
-
58
-
-
84986091789
-
Reconsidering the management of marketing
-
Murray, J.A. and O'Driscoll, A. (1996) “Reconsidering the management of marketing”, Irish Marketing Review, Vol. 9, pp. 35-47.
-
(1996)
Irish Marketing Review
, vol.9
, pp. 35-47
-
-
Murray, J.A.1
O'Driscoll, A.2
-
59
-
-
0037548249
-
‘‘Organizational commitment and psychological attachment: the effects of compliance, identification and internalisation on prosocial behavior”
-
O'Reilly, C. and Chatman, J. (1986), ‘‘Organizational commitment and psychological attachment: the effects of compliance, identification and internalisation on prosocial behavior”, Journal of Applied Psychology, Vol. 71, pp. 492-9.
-
(1986)
Journal of Applied Psychology
, vol.71
, pp. 492-499
-
-
O'Reilly, C.1
Chatman, J.2
-
60
-
-
0000373192
-
Organizational commitment, job satisfaction and turnover among psychiatric technicians
-
Porter, L., Steers, R., Mowday, R. and Boulian, P. (1974), “Organizational commitment, job satisfaction and turnover among psychiatric technicians”, Journal of Applied Psychology, Vol. 59, pp. 603-9.
-
(1974)
Journal of Applied Psychology
, vol.59
, pp. 603-609
-
-
Porter, L.1
Steers, R.2
Mowday, R.3
Boulian, P.4
-
61
-
-
0039998519
-
The scope of internal marketing: defining the boundary between marketing and human resource management
-
Rafiq, M.J., and Ahmed, P.K. (1993), “The scope of internal marketing: defining the boundary between marketing and human resource management”, Journal of Marketing Management, Vol. 9 No. 3, pp. 219-32.
-
(1993)
Journal of Marketing Management
, vol.9
, Issue.3
, pp. 219-232
-
-
Rafiq, M.J.1
Ahmed, P.K.2
-
62
-
-
0442265767
-
Internal relationships
-
chapter 5 in Buttle, F. (Ed.), Paul Chapman Publishing, London, Ch. 5.
-
Reynoso, J.F. and Moores, B. (1996), “Internal relationships”, chapter 5 in Buttle, F. (Ed.) Relationship Marketing: Theory and Practice, Paul Chapman Publishing, London, Ch. 5.
-
(1996)
Relationship Marketing: Theory and Practice
-
-
Reynoso, J.F.1
Moores, B.2
-
63
-
-
58149367515
-
Organizational citizenship behavior: its nature and antecedents
-
Smith, C.A., Organ, D. and Near, J. (1983), “Organizational citizenship behavior: its nature and antecedents”, Journal of Applied Psychology, Vol. 68, pp. 53-63.
-
(1983)
Journal of Applied Psychology
, vol.68
, pp. 53-63
-
-
Smith, C.A.1
Organ, D.2
Near, J.3
-
64
-
-
0018132510
-
Major influences on employee attendance: a process model
-
Steers, R.M. and Rhodes, S.R. (1978), “Major influences on employee attendance: a process model”, Journal of Applied Psychology, Vol. 63, pp. 391-407.
-
(1978)
Journal of Applied Psychology
, vol.63
, pp. 391-407
-
-
Steers, R.M.1
Rhodes, S.R.2
-
66
-
-
1842809077
-
The service organisation – climate is crucial
-
autumn
-
Schneider, B. (1980), “The service organisation – climate is crucial”, Organisational Dynamics, Vol. 7, autumn, pp. 52-65.
-
(1980)
Organisational Dynamics
, vol.7
, pp. 52-65
-
-
Schneider, B.1
-
67
-
-
84986124355
-
The changing role of marketing in the corporation
-
Webster, F.E. (1992), “The changing role of marketing in the corporation”, Journal of Marketing, Vol. 56, pp. 1-17.
-
(1992)
Journal of Marketing
, vol.56
, pp. 1-17
-
-
Webster, F.E.1
-
68
-
-
84986074093
-
Editorial
-
Wright, M. and Ennew, C. (1993), “Editorial”, International Journal of Bank Marketing, Vol. 11 No. 6, pp. 3-4.
-
(1993)
International Journal of Bank Marketing
, vol.11
, Issue.6
, pp. 3-4
-
-
Wright, M.1
Ennew, C.2
-
69
-
-
0002408510
-
A conceptual model of service quality
-
Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1985), “A conceptual model of service quality”, Journal of Marketing, Vol. 49, pp. 41-50.
-
(1985)
Journal of Marketing
, vol.49
, pp. 41-50
-
-
Zeithaml, V.A.1
Berry, L.L.2
Parasuraman, A.3
-
70
-
-
0002840875
-
Communication and control processes in the delivery of service quality
-
Zeithaml, V.A., Berry, L.L. and A. Parasuraman (1988), “Communication and control processes in the delivery of service quality”, Journal of Marketing, Vol. 52, pp. 35-48.
-
(1988)
Journal of Marketing
, vol.52
, pp. 35-48
-
-
Zeithaml, V.A.1
Berry, L.L.2
Parasuraman, A.3
|