The theory and practice of customer bonding

Journal of Business-to-Business Marketing

Volumn 9, Issue 2, 2002, Pages 3-27

  Buttle, Francis A ^a   Ahmad, Rizal ^b   Aldlaigan, Abdullah H ^c  

^a UNIVERSITY OF MANCHESTER   (United Kingdom)

^b UNIVERSITY OF KENT   (United Kingdom)

^c Unit at the Institute of Banking and Finance   (Saudi Arabia)

Author keywords

Attachment; Bonding; Customer relationship management

Indexed keywords

EID: 85009872379     PISSN: 1051712X     EISSN: 15470628     Source Type: Journal    
DOI: 10.1300/J033v09n02_02     Document Type: Article

References (32)

1. Bowen, D.E. (1986), "Managing customers as human resources in service organisations," Human Resource Management, 25, 371-384.
2. Buttle, F. and Aldlaigan, A.H. (1998a), "Customer Attachment, A conceptual model of customer-organisation linkage," working paper, SWP 8/98, Cranfield School of Management, Cranfield University.
3. Buttle, F. and Aldlaigan, A.H. (1998b), "Customer Attachment Profiles: the retail banking context." Proceedings of the Services Marketing Workshop, ed. Christine Ennew, Nottingham University.
4. Christopher, M., Payne, A. and Ballantyne, D. (1991), "Relationship Marketing, bringing quality, customer service and marketing together," Oxford, Butterworth-Heinemann.
5. Cross, R. & Smith, J. (1995), "Customer Bonding, Pathway to Lasting Customer Loyalty," Lincolnwood, IL, NTC Business Books.
6. Ford, D. (1980), "The development of buyer-seller relationships in industrial markets," European Journal of Marketing 14(5/6), 339-354.
7. Gordon, I. (1998), "Relationship Marketing," Etobicoke, Ontario: John Wiley.
8. Håkansson, H. and Snehota, I. (1997), "Developing Relationships in Business Networks," London: International Thomson Business Press.
9. Hammarkvist, K.O., Håkansson, H. & Mattson, L.G. (1982). "Marknadsforing for konkurrenskraft," Liber: Malmo.
10. Hiebeler, R., Ketteman, C. & Kelly, T.B. (1998). Best practices: how to build your business with customer-focussed solutions. Simon & Schuster.
11. Holmlund, M. (2000). How can we capture the inside of a business-relationship? Industrial Marketing Management, in press.
12. Jackson, B.B. (1985), "Build customer relationships that last," Harvard Business Review, November-December, 120-128.
13. Jones, T.O. and Sasser, W.E., Jr. (1995), "Why satisfied customers defect," Harvard Business Review, November-December, 88-99.
14. Mattson, L-G (1985), "An application of a network approach to marketing: Defending and changing marketing positions," in N. Dholakia & J. Arndt (Eds.), Changing the Course of Marketing. Alternative Paradigms for Widening Marketing Theory. Greenwich, CT, JAI Press.
15. Mitchell, A. (1998), "Loyal yes, staying no," Management Today, May, 104-105.
16. O'Neal, C. (1989). "JIT procurement and relationship marketing," Industrial Marketing Management 18, 55-63.
17. O'Reilly, C. & Chatman, J. (1986), "Organizational commitment and psychological attachment: the effects of compliance, identification, and internalization on prosocial behavior," Journal of Applied Psychology, 71, 3, 492-499.
18. Reichheld, F.F. (1993), "Loyalty-based management," Harvard Business Review, Mar-April, 64-73.
19. Reichheld, F.F. (1996), "The loyalty effect," Boston, MA, Harvard Business School Press.
20. Schneider, B. & Bowen, D.E. (1985), "Employee and customer perception of service in banks, replication and extension," Journal of Applied Psychology, 70, 423-433.
21. Sharp, K. & Johnson, D. (1997). Know thy customer: how to follow marketing's first commandment. Dartnell.
22. Turnbull, P.W. and Wilson, D. (1989), "Developing and protecting profitable customer relationships," Industrial Marketing Management, 18, 233-238.
23. Ulrich, D. (1989), "Tie the corporate knot: gaining complete customer commitment," Sloan Management Review, Summer, 19-27.
24. Ulrich, D., Halbrook, R., Meder, D., Stuchlik, M. & Thorpe, S. (1991), "Employee and customer attachment: synergies for competitive advantage," Human Resource Planning, 14(2), 89-103.
25. Vandermerwe, S. (1996). The 11th commandment: transforming to own customers. Chichester: John Wiley.
26. Walker, D. (1990). Customer first. Ashgate Publishing.
27. Wiersema, F. (1998). Customer intimacy: pick your partners, shape your culture, win together. Knowledge Exchange.
28. Wilson, D.T. and Mummaleneni, V. (1986), "Bonding and commitment in buyer-seller relationships: a preliminary conceptualisation," Industrial Marketing and Purchasing 1(3), 44-58.
29. Woodruff, R.B. & Gardial, S.F. (1996). Know your customer: new approaches to understanding customer value and satisfaction. Cambridge, MA: Blackwell Business.
30. Yin, R.K. (1994). Case study research: design and methods, 2nd edition. London: Sage.
31. Zaichowsky, J.L. (1985), "Measuring the consumer involvement construct," Journal of Consumer Research 12, December, 341-352.
32. Zaichowsky, J.L. (1986), "Conceptualizing involvement," Journal of Advertising 15, February, 4-14, 34.