From users to customers?

OCLC Systems & Services: International digital library perspectives

Volumn 16, Issue 4, 2000, Pages 157-167

  Rowley, Jennifer ^a  

^a EDGE HILL UNIVERSITY   (United Kingdom)

Author keywords

Customers; Library users; Loyalty; User satisfaction

Indexed keywords

EID: 84986172693     PISSN: 1065075X     EISSN: None     Source Type: Journal    
DOI: 10.1108/10650750010354102     Document Type: Article

References (12)

1. Bitner, M.J. (1990), “Evaluating service encounters: the effects of physical surrounding and employee responses”, Journal of Marketing, Vol. 54 No. 2, pp. 69-82.
2. Buttle, F. (1996), Relationship Marketing: Theory and Practice, Paul Chapman, London.
3. Christopher, M., Payne, A. and Ballantyne, D. (1991), Relationship Marketing: Bringing Customer Service and Marketing Together, Butterworth-Heinemann, Oxford.
4. Czepiel, J.A. (1990), “Service encounters and service relationships: implications for research”, Journal of Business Research, Vol. 20, pp. 13-21.
5. Dick, A. and Basu, K. (1994), “Customer loyalty: toward an integrated conceptual framework”, Journal of Marketing Science, Vol. 22 No. 2, pp. 99-113.
6. Dwyer, F.R., Schurr, P.H. and Oh, S. (1987), “Developing buyer-seller relationships”, Journal of Marketing, Vol. 51, pp. 11-27.
7. Gronroos, C. (1991), “The marketing strategy continuum: towards a marketing concept for the 1990s”, Management Decision, Vol. 29, pp. 7-13.
8. Gronroos, C. (1994), “Quo vadis, marketing? Towards a relationship marketing paradigm”, Journal of Marketing Management, Vol. 10, pp. 347-60.
9. Johnston, R. (1989), “The customer as employee”, International Journal of Production and Operations Management, Vol. 9 No. 5, pp. 15-23.
10. Piercy, N.F. (1999), “Relationship marketing myopia”, Marketing Business, October, pp. 40-1.
11. Rowley, J.E. (2000), “Understanding loyalty and loyals: the customer perspective”, to be published in Proceedings of the Academy of Marketing 2000.
12. Cronin, J.J. and Taylor, S.A. (1992), “Measuring service quality: a re-examination and extension”, Journal of Marketing, Vol. 56, July, pp. 55-68.