Relationship marketing in private banking in South Africa

International Journal of Bank Marketing

Volumn 17, Issue 1, 1999, Pages 5-19

  Abratt, Russell ^a   Russell, Joy ^a  

^a UNIVERSITY OF THE WITWATERSRAND   (South Africa)

Author keywords

Banking; Consumer behaviour; Customer loyalty; Customer satisfaction; Marketing research; Relationship marketing

Indexed keywords

EID: 84986107431     PISSN: 02652323     EISSN: None     Source Type: Journal    
DOI: 10.1108/02652329910254000     Document Type: Article

References (32)

1. Beatty, S.E., Mayer, M., Coleman, J.E., Reynolds, K.E. and Lee, J. (1996), “Customer-sales associate retail relationships”, Journal of Retailing, Vol. 72 No. 3, pp. 223-47.
2. Bejou, D., Wray, B. and Ingram, T.N. (1996), “Determinants of relationship quality: an artificial neural network analysis”, Journal of Business Research, Vol. 36, pp. 137-43.
3. Bendixen, M.T. and Sandler, M. (1995), “Converting verbal scales to interval scales using correspondence analysis”, Management Dynamics: Contemporary Research, Vol. 4 No. 1, Summer, pp. 31-49.
4. Berry, L.L. (1983), “Relationship marketing”, in Berry, L.L., Shostack, G.L. and Upah, G.D. (Eds), Emerging Perspectives on Services Marketing, American Marketing Association, Chicago, IL.
5. 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.
6. 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.
7. Business Day (1996) “Buy your private banker for a mere R250,000”, 4 November, p.22.
8. Clark, M. and Payne, A. (1995), “Customer retention: does employee retention hold a key to success?”, in Payne, A. (Ed.), Advances in Relationship Marketing, Kogan Page, London.
9. Clark, N., Peck, H., Payne, A. and Christopher, M. (1995), “Relationship marketing: towards a new paradigm”, in Payne, A. (Ed.), Advances in Relationship Marketing, Kogan Page, London.
10. Connolly, S. (1996), “Creaming the crop: local banks gear up for a fervent light for high net worth individual retail banking business”, Finance Week, Vol. 70 No. 13, pp. 39-41.
11. Cram, T. (1994), The Power of Relationship Marketing: How to Keep Customers for Life, Pitman Publishing, London.
12. Crosby, L.A., Evans, K.R. and Cowles, D. (1990), “Relationship quality in services selling: an interpersonal influence perspective”, Journal of Marketing, Vol. 54, July, pp. 68-81.
13. Dwyer, F.R., Schurr, P.H. and Oh, S. (1994), “Developing buyer-seller relationships”, Journal of Marketing, Vol. 51, April, pp. 11-27.
14. Ennew, C.T. and Binks, M.R. (1996), “The impact of service quality and service characteristics on customer retention: small business and their banks in the UK”, British Journal of Management, Vol. 7, pp. 219-30.
15. Falkena, H.B., Fouries, L.J. and Kok, W.J. (1984), The Mechanics of the South Africa Financial System: Financial Institutions, Instruments and Markets, MacMillan, Johannesburg.
16. Fornell, C. and Wernerfelt, B. (1987), “Defensive marketing strategy by customer complaint management; a theoretical analysis”, Journal of Marketing Research, Vol. 24, November, pp. 337-46.
17. Fraering, J.M. and Minor, M.S. (1994), “The industry-specific basis of the market share-profitability relationship”, Journal of Consumer Marketing, Vol. 11 No. 1, pp. 27-37.
18. Ganesan, S. (1994), “Determinants of long-term orientation in buyer-seller relationships”, Journal of Marketing, Vol. 58, April, pp. 1-19.
19. Grönroos, C. (1989), “Defining marketing: a marketing-oriented approach”, European Journal of Marketing, Vol. 23, pp. 52-60.
20. Grönroos, C. (1990), Service Management and Marketing: Managing the Moments of Truth in Service Competition, Free Press/Lexington Books, New York, NY.
21. Heskett, J.L., Sasser, W.E. and Hart, W.L. (1990), Service Breakthroughs; Changing the Rules of the Game, The Free Press, New York, NY.
22. Juttner, U. and Wehrli, H.P. (1994), “Relationship marketing from a value system perspective”, Industrial Journal of Service Industry Management, Vol. 5, pp. 54-73.
23. Keltner, B. (1995), “Relationship banking and competitive advantage: evidence from the US and Germany”, California Management Review, Vol. 37 No. 4, pp. 45-72.
24. Keltner, B. and Finegold, D. (1996), “Adding value in banking: human resource innovations for service firms”, Sloan Management Review, Fall, pp. 57-68.
25. Morgan, R.M. and Hunt, S.D. (1994), “The commitment-trust theory of relationship marketing”, Journal of Marketing, Vol. 58, July, pp. 20-38.
26. Nathan, S. (1996), “Investec Bank Limited; privately banking future profits”, Ivor Jones, Roy & Co. A member of the Deutsche Morgan Grenfell group, August, unpublished.
27. Payne, A. (1995), Advances in Relationship Marketing, Kogan Page, London.
28. Perrien, J., Filiatrault, P. and Ricard, L. (1993), “The implementation of relationship marketing in commercial banking”, Industrial Marketing Management, Vol. 22, pp. 141-8.
29. Ravald, A. and Grönroos, C. (1996), “The value concept of relationship marketing”, European Journal of Marketing, Vol. 30 No. 2, pp. 19-30.
30. Reichheld, F.F. and Sasser, W.E. (1990), “Zero defections: quality comes to services”, Harvard Business Review, September-October, pp. 105-11.
31. Storbacka, K., Standvik, T. and Grönroos, C. (1994), “Managing customer relationships for profit”, International Journal of Service Industry Management, Vol. 5 No. 5, pp 21-8.
32. Webster, F.E. (1992), “The changing role of marketing in the corporation”, Journal of Marketing, Vol. 56, October, pp. 1-17.