Consumer Involvement in Relationship Marketing of Services

Journal of Service Research

Volumn 6, Issue 1, 2003, Pages 83-91

  Varki, Sajeev ^a   Wong, Shirley ^b  

^a UNIVERSITY OF RHODE ISLAND   (United States)

^b Bank of America ^*  (United States)

Author keywords

involvement; lifetime value; relationship management; relationship marketing

Indexed keywords

EID: 84990366451     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670503254287     Document Type: Article

References (51)

1. Aaker, David A., Richard P. Bagozzi, James M. Carman, and James M. MacLachlan (1980), “On Using Response Latency to Measure Preference,” Journal of Marketing Research, 17 (2), 237-247.
2. Anderson, James C. and David W. Gerbing (1988), “Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach,” Psychological Bulletin, 103 (November), 411-423.
3. Anderson, James C., David W. Gerbing, and John E. Hunter (1987), “On the Assessment of Unidimensional Measurement: Internal and External Consistency, and the Overall Consistency Criteria,” Journal of Marketing Research, 34 (November), 432-437.
4. Armstrong, J. Scott and Terry S. Overton (1977), “Estimating Nonresponse Bias in Mail Surveys,” Journal of Marketing Research, 14 (August), 396-402.
5. Bendapudi, Neeli and Leonard L. Berry (1997), “Customers' Motivations for Maintaining Relationships with Service Providers,” Journal of Retailing, 73 (1), 15-37.
6. Berry, Leonard L. (1995), “Relationship Marketing of Services-Growing Interest, Emerging Perspective,” Journal of the Academy of Marketing Science, 23 (4), 236-245.
7. Berry, Leonard L. (2000), “Relationship Marketing of Services: Growing Interest and Emerging Perspectives,” in Handbook of Relationship Marketing, Vol. 1, Jagdish N. Sheth and Atul Parvatiyar, eds. Thousand Oaks, CA: Sage, 149-170.
8. Bitner, Mary J. (1995), “Building Service Relationships: It's All about Promises,” Journal of the Academy of Marketing Science, 23 (4), 246-251.
9. Celsi, Richard L. and Jerry C. Olson (1988), “The Role of Involvement in Attention and Comprehension Processes,” Journal of Consumer Research, 15 (September), 210-224.
10. Christopher, Martin, Adrian Payne, and David Ballantyne (1991), Relationship Marketing: Bringing Quality, Customer Service and Marketing Together. Oxford, UK: Butterworth-Heinemann.
11. Churchill, Gilbert A. (1999), Marketing Research; Methodological Foundations,7th ed. Orlando, FL: Dryden.
12. Cross, Richard and Janet Smith (1995), Customer Bonding. Chicago: NTC Business Books.
13. De Wulf Kristof, Gaby Odekerken-Schroder, and Dawn Iacobucci (2001), “Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration,” Journal of Marketing, 65 (October), 33-50.
14. Dwyer, F. Robert, Paul H. Schurr, and Sejo Oh (1987), “Developing Buyer-Seller Relationships,” Journal of Marketing, 51 (2), 11-27.
15. Flynn, Leisa Reinecke and Ronald E. Goldsmith (1993), “Application of the Personal Involvement Inventory in Marketing,” Psychology & Marketing, 10 (4), 357-366.
16. Fornell, Claes and David F. Larcker (1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, 18 (1), 39-50.
17. Frazier, Gary L., Robert E. Spekman, and Charles R. O'Neal (1988), “Just-in-Time Exchange Relationships in Industrial Markets,” Journal of Marketing, 52 (4), 52-67.
18. Gill, James D., Sanford Grossbart, and Russell N. Laczniak (1988), “Influence of Involvement, Commitment, and Familarity on Brand Beliefs and Attitudes of Viewers Exposed to Alternative Ad Claim Strategies,” Journal of Advertising, 17 (2), 33-44.
19. Good, David J. (1990), “Utilizing Consumer Involvement to Market Services,” Review of Business, 11 (4), 3-6.
20. Grayson, Kent and Tim Ambler (1999), “The Dark Side of Long Term Relationships in Marketing Services,” Journal of Marketing Research, 36 (February), 132-141.
21. Gronroos, Christian (1994), “From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing,” Asia-Australia Marketing Journal, 2 (1), 9-29.
22. Gronroos, Christian (2000), “Relationship Marketing: The Nordic School Perspective,” in Handbook of Relationship Marketing, Vol. 1, Jagdish N. Sheth and Atul Parvatiyar, eds. Thousand Oaks, CA: Sage, 95-117.
23. Grover, Rajiv (1995), Theory and Simulation of Market-Focused Management. Orlando, FL: Dryden.
24. Gummesson, Evert (1994), “Service Management: An Evaluation and the Future,” International Journal of Service Industry Management, 5 (1), 77-97.
25. Gummesson, Evert (1997), “Collaborate or Compete: Conflicting Trends Plague Services Marketers,” Marketing Management, 6 (3), 17-20.
26. Gummesson, Evert (2002), “Relationship Marketing in the New Economy,” Journal of Relationship Marketing, 1 (1), 37-57.
27. Gundlach, Gregory T. and Patrick E. Murphy (1993), “Ethical and Legal Foundations of Relational Marketing Exchanges,” Journal of Marketing, 57 (October), 35-46.
28. Gwinner, Kevin P., Dwayne D. Gremler, and Mary Jo Bitner (1998), “Relational Benefits in Services Industries: The Customer's Perspective,” Journal of the Academy of Marketing Science, 26 (2), 101-114.
29. Hennig-Thurau, Thorsten, Kevin P. Gwinner, and Dwayne D. Gremler (2002), “Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality,” Journal of Service Research, 4 (3), 230-247.
30. Iacobucci, Dawn (1992), “An Empirical Determination of Some Basic Tenets in Services: Goods-Services Continua,” in Advances in Services Marketing and Management, Vol. 1, Teresa Swartz, David E. Bowen, and Stephen W. Brown, eds. Greenwich, CT: JAI, 23-52.
31. Johnson, Richard A. and Dean W. Wichern (1982), Applied Multivariate Statistical Analysis. Englewood Cliffs, NJ: Prentice Hall.
32. Kirk, Roger E. (1982), Experimental Design: Procedures for the Behavioral Sciences, 2nd ed. Monterey, CA: Brooks/Cole.
33. Liljander, Veronica and Tore Strandvik (1995), “The Nature of Customer Relationships in Services,” in Advances in Services Marketing and Management, Vol. 4, Teresa Swartz, David E. Bowen, and Stephen W. Brown, eds. Greenwich, CT: JAI, 141-167.
34. MacLachlan, James and John G. Myers (1983), “Using Response Latency to Identify Commercials That Motivate,” Journal of Advertising Research, 23 (5), 51-58.
35. Martin, Mary C. and Ravipreet S. Sohi (1993), “Maintaining Relationships with Customers: Some Critical Factors,” in AMA Educators' Proceedings: Enhancing Knowledge Development in Marketing,David W. Cravens and Peter R. Dickson, eds. Chicago: American Marketing Association, 21-27.
36. Morgan, Robert M. and Shelby D. Hunt (1994), “The Commitment-Trust Theory of Relationship Marketing,” Journal of Marketing, 58 (3), 20-38.
37. Murry, John P. Jr., John L. Lastovicka, and Surendra N. Singh (1992), “Feeling and Liking Responses to Television Programs: An Examination of Two Explanations for Media-Context Effects,” Journal of Consumer Research, 18 (4), 441-452.
38. Nunnally, Jim C. (1978), Psychometric Theory. New York: McGraw-Hill.
39. Ostrom, Amy and Dawn Iacobucci (1995), “Consumer Trade-Offs and the Evaluation of Services,” Journal of Marketing, 59, 17-28.
40. Park, Jong-Won and Manoj Hastak (1994), “Memory-Based Product Judgments: Effects of Involvement at Encoding and Retrieval,” Journal of Consumer Research, 21 (4), 534-547.
41. Petty, Richard E., John T. Cacioppo, and David Schumann (1983), “Central and Peripheral Routes to Advertising Effectiveness: The Moderating Role of Involvement,” Journal of Consumer Research, 10 (September), 135-146.
42. Sheth, Jagdish N. and Atul Parvatiyar (1995), “Relationship Marketing in Consumer Markets: Antecedents and Consequences,” Journal of the Academy of Marketing Science, 23 (4), 255-271.
43. Sheth, Jagdish N. and Atul Parvatiyar (2000), “The Evolution of Relationship Marketing,” in Handbook of Relationship Marketing, Vol. 1, Jagdish N. Sheth and Atul Parvatiyar, eds. Thousand Oaks, CA: Sage, 119-145.
44. Swinyard, William R. (1993), “The Effects of Mood, Involvement and Quality of Store Experience on Shopping Intentions,” Journal of Consumer Research, 20 (2), 271-280.
45. Vavra, Terry G. (1992), Aftermarketing: How to Keep Customers for Life through Relationship Marketing. Homewood, IL: Irwin.
46. Webster, Frederick E., Jr. (1994), Market-Driven Management. New York: John Wiley.
47. Wray, Barry, Adrian Palmer, and David Bejou (1994), “Using Neural Network Analysis to Evaluate Buyer-Seller Relationships,” European Journal of Marketing, 28 (10), 32-48.
48. Wyer, Robert S., Jr. and Thomas K. Srull (1986), “Human Cognition in Its Social Context,” Psychological Review, 93 (3), 322-332.
49. Zaichkowsky, Judith Lynne (1985), “Measuring the Involvement Construct,” Journal of Consumer Research, 12, 341-352.
50. Zaichkowsky, Judith Lynne (1994), “The Personal Involvement Inventory: Reduction, Revision, and Application to Advertising,” Journal of Advertising, 23 (4), 59-70.
51. Zeithaml, Valarie A. and Mary Jo Bitner (1996), Services Marketing. Singapore: McGraw-Hill.