How To Understand Relationship Marketing
|
|
|
- Darlene Flowers
- 3 years ago
- Views:
Transcription
1 9 Referências bibliográficas ADELMAN, M. B.; AARON, A.; GOODWIN, C. Beyond Smiling: Social Support and Service Quality, in Service Quality: New Directions in Theory and Practice, RUST, R. T.; OLIVER. L. R. eds. Thousand Oaks, CA: Sage, p ANDERSON, J.; NARUS, J. A model of distributor firm and manufacturer firm working partnerships, Journal of Marketing, v. 54, January, p ASHFORTH, B. E.; HUMPHREY, R. H. Emotional Labor in Service Roles: The Influence of Identity, Academy of Management Review, 18 (January), p BARNES, J. G. The Issue of Establishing Relationships with Customers in Service Companies: When Are Relationships Feasible and What Form Should They Take?. Working paper, Memorial University of Newfoundland BATESON, J. E. G. Perceived Control in the Service Encounter: Managing Employee/Customer Interaction in Service Businesses, CZEPIEL, J. A.; SOLOMON, M. R.; SURPRENANT C. F. eds. Lexington, MA: Lexington Books, p BELK, R. W. Occurrence of Word-of-Mouth Buyer Behavior as a Function of Situation and Advertising Stimuli. Proceedings of the American Marketing Association s Educators Conference, Ed. Fred C. Allvine, Chicago: American Marketing Association, p , 197. BERRY, L. L. Relationship marketing of services ± growing interest, emerging perspectives, Journal of the Academy of Marketing Science, v. 23, n. 4, Fall p , Retailers with a future, Marketing Management. v. 5, p Spring BITNER, M. J.; HUBBERT, A. R. Encounter Satisfaction vs. Overall Service Satisfaction vs. Service Quality: The Customer s Voice, in Service Quality: New Directions in Theory and Practice, RUST, R. T.; OLIVER. L. R. eds. Thousand Oaks, CA: Sage, p
2 108 BROWN, J. J.; REINGEN, P. H. Social Ties and Word-of-Mouth: Referral Behavior, Journal of Consumer Research, v. 14, p , BURSK, E. C. Low-Pressure Selling, Harvard Business School Publishing Corporation. Boston, MA CARLZON, J. A hora da verdade, Ed. Sextante, Rio de janeiro, RJ Brasil CARNEGIE, D. Alta performance em vendas, Ed. Editora Best Seller Ltda, Rio de Janeiro, RJ Brasil Como fazer amigos & influenciar pessoas, Ed. Companhia Editora nacional, São Paulo, SP Brasil CHAIKIN, A.; DERLEGA, V. Self-disclosure, in THIBAUT, J.; SPENCER, J.; CARSON, R. (Eds), Contemporary Topics in Social Psychology, General Learning Press, p CHRISTOPHER, M.; PAYNE, A.; BALLANTYNE, D. Relationship Marketing: Bringing Quality, Customer Service, and Marketing Together. Oxford, UK: Butterworth-Heinemann CONGER, J. A. The Necessary Art of Persuasion. Harvard Business Review Classics, ed. Harvard Business School Publishing, Boston, MA COULTER, K. S.; COULTER, R. H. The effects of service representative characteristics on trust: the moderating role of length of relationship, in GUNDLACH, C. T.; MURPHY, P. E. (Eds), AMA Summer Educators' Conference Proceedings: Enhancing Knowledge Developement in Marketing, American Marketing Association, Chicago, IL. p. 1-2, COX, D. F. Risk taking and information handling in consumer behavior. in COX, D. F. (Ed.), Risk taking and information handling in consumer behavior, Boston University Press, Boston, MA, p , CROSBY, L. A.; EVANS, K. R.; COWLES, D. Relationship quality in services selling: an interpersonal influence perspective, Journal of Marketing, v. 54, p July, DELL, S. A., Relational Communication and Organizational Customer Loyalty (Customer Loyalty), Doctoral Dissertation, University of Denver DIXSON, M.; DUCK, S. W. Understanding Relationship Processes: Uncovering the Human Search for Meaning. Newbury Park, CA: Sage, p DUCK, S. W. Explorations in Interpersonal Communication, Sage Publications, Beverly Hills, CA
3 109 ENNEW, C. T.; BINKS, M. R. Impact of Participative Relationships on Quality, Satisfaction, and Retention: An Exploratory Study. Journal of Business Research, v. 46, p October, FRANKENBERG, L. Seu Futuro Financeiro. Ed. Campus Ltda, Rio de Janeiro RJ, Brasil GANESAN, S.; HESS, R. Dimensions and levels of trust: implications for commitment to a relationship. Marketing Letters, v. 8, n. 4, p , GARBARINO, E.; JOHNSON, M. S. The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, v. 63, p , April,1999. GOODWIN, C. Communality as a Dimension of Service Relationships. Journal of Consumer Psychology, v. 5 (4), p , GORDON, T. It Can Only Get Better: Tony Gordon's Route to Sales Success, Ed. TG Publications, Bristol, UK GOULDNER, A. The norm of reciprocity: a preliminary statement, American Sociological Review, v. 25, p , GRANOVETTER, M. S. The Strength of Weak Ties. American Journal of Sociology. v. 78, p May, GREMLER, D. D.; GWINNER, K. P. Customer employee rapport in service relationships, Journal of Service Research, v. 3, p August, ;.; BROWN, S. W. Generating positive word-of-mouth communication through customer-employee relationships, International Journal of Service Industries Management, v. 12, n. 1, p , GUENZI, P.; GEORGES, L. Interpersonal trust in commercial relationships: Antecedents and consequences of customer trust in the salesperson, European Journal of Marketing, v. 44, Iss: 1/2, p , GUILTINAN, J. P, The price bundling of services: a normative framework, Journal of Marketing, v. 51, p , MURPHY, P. E. Ethical and legal foundations of relational marketing exchanges. Journal of Marketing, v.. 57, p , GUPTA, M. A Basis for Friendly Dyadic Interpersonal Relationships. Small Group Behavior, v. 14 (1), p , GUTEK, B. A. et al. Distinguishing Between Service Relationships and Encounters, Journal of Applied Psychology, v. 84 (2), p , 1999.
4 110 HARRIS, L. C.; GOODE, M. M. H. The four levels of loyalty and the pivotal role of trust: a study of online service dynamics, Journal of Retailing, v. 80, p , HENNIG-THURAU, T.; GWINNER, K. P.; GREMLER, D. D. Understanding relationship marketing outcomes, Journal of Service Research, v. 4, p February, JACKSON, D. The seven Deadly Sins of Financial Sercvices Marketing, and the Road to redemption. Direct Marketing v. 43-5, p. 79. March,1993. KEARNS, K. Great Salespeople Aren't Born They Work At It. Fortune - 6/2/2005, New York, NY KINDER, G. D. 50 Lessons in 50 Years, e-book KBI, Inc. kbigroup.com Dallas, TX LAUMANN, E. O. Prestige and Association in an Urban Community, Indianapolis, IN; Bobbs-Merrill MACINTOSH, G. The role of rapport in professional services: antecedents and outcomes, Journal of Services Marketing, v. 23, n. 2, p , Building trust and satisfaction in travel counselor/client relationship, Journal of Travel and Tourism Marketing, v. 12, n. 4, p , MARSHALL, R. A.; PALMER, B. A.; WIESBART, S. N. The nature and significance of the agent-policyholder relationship, CLU Journal, v. 33, p January,1979. MITRA, K.; REISS, M. C.; CAPELLA, L. M. An examination of perceived risk, information search and behavioral intentions in search, experience and credence services, Journal of Services Marketing, v. 13, Iss: 3, p MORGAN, G. Imagens da Organização, Ed. Atlas S.A., São Paulo SP, Brasil. (2006), MOTTA, P. C. Servir com Alma: Um novo conceito em relacionamento com o cliente, Ed. Prentice Hall, São Paulo SP, Brasil MURRAY, K. B. A test of Services marketing theory: consumer information acquisition activities, Journal of Marketing, v. 55, n. 1, p , NICHOLSON, C. Y.; COMPEANU, L. D.; SETHI, R. The role of interpersonal liking in building trust in long-term channel relationships, Journal of the Academy of Marketing Science, v. 29, n. 1, p. 3-15, 2001.
5 111 OSTROM, A.; IACOBUCCI, D. Consumer trade-offs and the evaluation of services, Journal of Marketing, v. 59, p January, PARASURAMAN, A.; ZEITHAML, V. A.; BERRY, L. L. A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, v. 49, p Fall, POWPAKA, S. The role of outcome quality as a determinant of overall service quality in different categories of service industries: an empirical investigation, Journal of Services Marketing, v. 10, n. 2, p. 5-25, PRICE, L. L.; ARNOULD, E. J. Commercial friendships: service provider-client relationships in context, Journal of Marketing, v. 63, p October,1999..;.; TIERNEY, P. Going to extremes: managing service encounters and assessing provider performance, Journal of Marketing, v. 59, p April, RACKHAM, N. Spin Selling: Alcançando Excelência em Vendas, Ed. M. Books do Brasil Editora Ltda, São Paulo SP, Brasil REYNOLDS, K. E.; BEATTY, S. E. Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing, Journal of Retailing, v. 75, p Spring, ROGERS, E. M. Diffusion of Innovations, New York: Free Press ROMA N, S.; RUIZ, S. Relationship outcomes of perceived ethical sales behavior: the customer s perspective, Journal of Business Research, v. 58, p , SIQUEIRA, A. C. T. A História dos Seguros no Brasil, Ed. Cop Editora Ltda, Rio de Janeiro RJ, Brasil SNYDER, T. Prospecting: What Winners Do and Losers Don't Value- Added Selling. v. 21, 09/26/2005, Chesterfield, MO. STERN, B. B.; THOMPSON, C. J.; ARNOULD, E. J. Narrative Analysis of a Marketing Relationship: The Customer s Perspective, Psychology and Marketing, v. 15 (3), p , SURPRENANT, C. F.; SOLOMON, M. R. Predictability and Personalization in the Service Encounter, Journal of Marketing, v. 51, p April TAM, J. L. M.; WONG, Y. H. Interactive selling: a dynamic framework for services, Journal of Services Marketing, v. 15, n. 5, p , 2001.
6 112 TICKLE-DEGNEN, L.; ROSENTHAL, R. Group Rapport and Nonverbal Behavior, in: Group Processes and Intergroup Relations: Review of Personality and Social Psychology, v. 9, C. Hendrick, ed. Newbury Park, CA: Sage, p , WEIMANN, G. The Strength of Weak Conversation Ties in the Flow on Information and Influence, Social Networks, v. 5, p September WEITZ, B. A.; CASTLEBERRY, S. B.; TANNER, J. F. Selling: Building Parnerships, 2nd ed., Irwin, Chicago, IL ;.;. Selling: Building Partnerships. Homewood, IL: Richard D. Irwin WOODSON, B. N. A Simples Verdade, Ed. Dearborn R&R Newkirk, a division of Dearborn Financial Publishing, Inc., Ann Arbor, MI ZEITHAML, V. How consumer evaluation processes differ between goods and services, in: DONNELLY, J. H. E GEORGE, W. R. (Eds), Marketing of Services, American Marketing Association, Chicago, IL, p , ; BERRY, L. L.; PARASURAMAN, A. The behavioral consequences of service quality, Journal of Marketing, v. 60, p April, ;. Marketing de Serviços: a empresa com foco no cliente, Ed. Bookman, São Paulo, SP Brail. 2006)
Factors Affecting Customer Positive Emotion and Service Relation-Restaurants in Hotel as Examples
Factors Affecting Customer Positive Emotion and Service Relation-Restaurants in Hotel as Examples Cedric Hsi-Jui Wu 1 and Chieh-Hen Shen 2 Department of Business Administration, National Dong Hwa University,
Building Friendships and Relationships: The Role of Conversation in Hairdressing Service Encounters
Building Friendships and Relationships: The Role of Conversation in Hairdressing Service Encounters Ivana Garzaniti, University of Western Sydney, Glenn Pearce, University of Western Sydney, g.pearce@uws.edu.au
Service quality: beyond cognitive assessment Bo Edvardsson Service Research Center, Karlstad University, Karlstad, Sweden
The Emerald Research Register for this journal is available at wwwemeraldinsightcom/researchregister The current issue and full text archive of this journal is available at wwwemeraldinsightcom/0960-4529htm
The Effect of Switching Barriers on Customer Retention in Korean Mobile Telecommunication Services
The Effect of Switching Barriers on Customer Retention in Korean Mobile Telecommunication Services Moon-Koo Kim*, Jong-Hyun Park*, Myeong-Cheol Park** *Electronics and Telecommunications Research Institute,
Understanding Relationship Marketing Outcomes
JOURNAL OF SERVICE Hennig-Thurau RESEARCH et / February al. / RELATIONSHIP 2002 MARKETING OUTCOMES Understanding Relationship Marketing Outcomes An Integration of Relational Benefits and Relationship Quality
Service Quality, Customer Satisfaction, Perceived Value and Brand Loyalty: A Critical Review of the Literature
Doi:10.5901/ajis.2013.v2n9p223 Abstract Service Quality, Customer Satisfaction, Perceived Value and Brand Loyalty: A Critical Review of the Literature Phd. Student Elvira Tabaku Faculty of Economy Aleksander
Total service experience as a function of service experiences in service systems
Total service experience as a function of service experiences in service systems Ronny Schueritz, ronny.schueritz@kit.edu, KIT Service firms act as part of one or more service systems for the purpose of
Bolton, Ruth N. and James H. Drew, "Mitigating the Effect of a Service Encounter" (with James H. Drew), Marketing Letters, 3 (1), 1991, 57-70.
!" Published In: Bolton, Ruth N. and James H. Drew, "Mitigating the Effect of a Service Encounter" (with James H. Drew), Marketing Letters, 3 (1), 1991, 57-70. "## $ %&#&%%!#' #&#( $ %&#&%% )#&((#&#&*+,$
The Antecedents of Relationship Marketing and Customer Loyalty: A Conceptual Framework to Determine Outcomes
2012 International Conference on Economics, Business Innovation IPEDR vol.38 (2012) (2012) IACSIT Press, Singapore The Antecedents of Relationship Marketing and Customer Loyalty: A Conceptual Framework
Exploring the Links between Relational Bonds and Customer Loyalty: The Case of loyal Arabic Guests at Five-Star hotels
Exploring the Links between Relational Bonds and Customer Loyalty: The Case of loyal Arabic Guests at Five-Star hotels Ahmad B. Shammout, Susan Zeidan, Michael J. Polonsky, Victoria University Abstract
Conceptualising communications strategy from a relational perspective
Conceptualising communications strategy from a relational perspective Kirsti Lindberg-Repo CERS, Swedish School of Economics and Business Administration, ABSTRACT The present article introduces a new framework
Customer Switching Resistance (CSR): The Effects of Perceived Equity, Trust and Relationship Commitment
Customer Switching Resistance (CSR): The Effects of Perceived Equity, Trust and Relationship Commitment Dr Gilles N Goala, Associate Professor, University of Montpellier 2, Place Eugène Bataillon 34095
Relationship Bonding Strategies and Customer Retention: A Study in Business To Business Context
Relationship Bonding Strategies and Customer Retention: A Study in Business To Business Context Prof. Milna Susan Joseph, Ms. Anusree Unnikrishnan Associate Professor, Sree Narayana Gurukulam College of
Alberto Sa Vinhas. Expertise Business-to-Business Marketing Distribution Channels Sales Management Supply-Chain Management Marketing Strategy
October 2015 Alberto Sa Vinhas Washington State University - Vancouver Carson College of Business 14204 NE Salmon Creek Avenue Vancouver, WA, 98686-9600 Phone : 1.360.546.9146 e-mail : asavinhas@wsu.edu
Does Trust Matter to Develop Customer Loyalty in Online Business?
Does Trust Matter to Develop Customer Loyalty in Online Business? Pattarawan Prasarnphanich, Ph.D. Department of Information Systems, City University of Hong Kong Email: pprasarn@cityu.edu.hk Abstract
References Baker, J. (1987). The role of the environment in marketing services: The consumer perspective. In J. Czepiel, C. Congram, & J.
References Baker, J. (1987). The role of the environment in marketing services: The consumer perspective. In J. Czepiel, C. Congram, & J. Shanahan (Eds.), The services challenge: Integrating for competitive
MICHAEL TSIROS. 1990-1992 Master of Business Administration, St. John's University, NY Major: Marketing
MICHAEL TSIROS Office Home University of Miami 90 Edgewater Dr. Ph 24 P.O. Box 248147 Coral Gables, FL 33133 Coral Gables, FL 33124 Phone: (305) 740-5812 Phone: (305) 284-5950 Fax: (305) 284-5326 E-mail:
The Impact of Relationship Marketing Strategies on Customer Retention
The Impact of Relationship Marketing Strategies on Customer Retention Abstract The purpose of this conceptual paper is to study the impact of relationship marketing strategy on customer retention. The
MICHAEL W. OBAL ACADEMIC EMPLOYMENT EDUCATION
MICHAEL W. OBAL University of Massachusetts Lowell The Robert J. Manning School of Business 1 University Avenue Lowell, MA 01854, USA 401-297-1151 michael_obal@uml.edu ACADEMIC EMPLOYMENT University of
IJMT Volume 2, Issue 9 ISSN: 2249-1058
Business Profitability Through Customer Loyality and Satisfaction in India with Special Reference to Dehradun (Uttarakhand) Vikas Agarwal* Ajay Chaurasia** Prateek Negi** Abstract This research paper s
What matter experiential value in casual-dining restaurants?
What matter experiential value in casual-dining restaurants? Nae-Hyun Jin Sang-Mook Lee and Lynn Huffman Texas Tech University Abstract The focus of this research is the chain restaurant industry, and
Curriculum Vitae. JAMIE ANN SNYDER, Ph.D. Assistant Professor of Criminal Justice
Curriculum Vitae JAMIE ANN SNYDER, Ph.D. Assistant Professor of Criminal Justice Office Address College of Professional Studies Department of Criminal Justice Building 85 Room 148 850-474-3409 E-Mail:
Understanding Customer Engagement in Services Paul Patterson, Ting Yu, University of New South Wales Ko de Ruyter, Maastricht University
Understanding Customer Engagement in Services Paul Patterson, Ting Yu, University of New South Wales Ko de Ruyter, Maastricht University Abstract This paper aims to establish a conceptual understanding
CUSTOMER RELATIONSHIP MANAGEMENT IN B2B MARKET
CUSTOMER RELATIONSHIP MANAGEMENT IN B2B MARKET Dr. Amit Kumar Assistant Professor, Department Of Commerce, Sunbeam College For Women, Varanasi (U.P.) dramitsunbeam@gmail.com Abstract The modern environment
The Effect of Sales Technology Usage on Sales Performance and Relationship Quality: a conceptual model development
The Effect of Sales Technology Usage on Sales Performance and Relationship Quality: a conceptual model development Cheong Teck Min Michael & Song Yang, University of South Australia Abstract The past decade
JOHN P. HAUSKNECHT EDUCATION ACADEMIC EXPERIENCE AWARDS, GRANTS, AND SCHOLARSHIPS
JOHN P. HAUSKNECHT Associate Professor Department of Human Resource Studies ILR School Cornell University 165 Ives Hall Ithaca, NY 14853 Office: 607-254-8805 jph42@cornell.edu EDUCATION Ph.D. Pennsylvania
Customer Relationship Management Systems why many large companies do not have them?
Customer Relationship Management Systems why many large companies do not have them? Manuela Cunha 1 4, João Varajão 2,3, Daniela Santana 2, Isabel Bentes 2 1 Instituto Politécnico do Cávado e do Ave, Portugal
Customer Loyalty to Whom? Managing the Benefits and Risks of Salesperson-Owned Loyalty
ROBERT W. PALMATIER, LISA K. SCHEER, and JAN-BENEDICT E.M. STEENKAMP* In a study of 362 buyer salesperson dyads using triadic data (from buyer, salesperson, and sales manager), the authors examine both
IMPACT ANALYSIS OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN GROCERY STORE CHAINS-AN EMPIRICAL STUDY OF EMPLOYEES PERSPECTIVE.
IMPACT ANALYSIS OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN GROCERY STORE CHAINS-AN EMPIRICAL STUDY OF EMPLOYEES PERSPECTIVE. Sudhir Kumar Singh Research Scholar, RTM Nagpur University, PhD (Pursuing),
An Exploratory Study for Salespersons Extra-Role Customer Service in the Direct Selling Organizations
An Exploratory Study for Salespersons Extra-Role Customer Service in the Direct Selling Organizations Dr. Chia-Chi Chang, Associate Professor, Department of Management Science, National Chiao-Tung University,
АКАв applefi, Ав - TАяАкдлАмO TOАя: длая EдлдлАм MАВАК дл EАВАВАКдлАм TАк. длoамакак OдлOАКАя O TPAEZIKA EMATA. АяАВАяO Ая АсАя O.
TPAEZIKA EMATA длoамакак OдлOАКАя O TАяАкдлАмO TOАя: длая EдлдлАм MАВАК дл EАВАВАКдлАм TАк АКАв applefi, Ав - applefi АУ, apple appleау applefi fi apple АвАУ apple. Ав- apple, Ав 1200 apple- apple, fi
Evaluating the Relationship between Service Quality and Customer Satisfaction in the Australian Car Insurance Industry
2012 International Conference on Economics, Business Innovation IPEDR vol.38 (2012) (2012) IACSIT Press, Singapore Evaluating the Relationship between Service Quality and Customer Satisfaction in the Australian
Creating Customer Life Time Value through Effective CRM in Financial Services Industry
Creating Customer Life Time Value through Effective CRM in Financial Services Industry Prof Tapan K Panda Faculty Member, Marketing Indian Institute of Management Lucknow Prabandh Nagar, Off Sitapur Road
A Study on Importance and Satisfaction of Service Quality for Online Stock Trading
A Study on Importance and Satisfaction of Service Quality for Online Stock Trading Chan-Chien Chiu, Associate Professor, Department of Information Engineering and informatics, Tzu Chi College of Technology,
Assistant Professor of Marketing, 2012- Present McDonough School of Business, Georgetown University, Washington, DC
Neeru Paharia McDonough School of Business, Georgetown University Rafik B. Hariri Building, Suite 578 37th and O Streets, NW, Washington, DC 20057 Tel: 510.823.1073 np412@georgetown.edu Updated August,
Customers' Responses to Customer Orientation of Service Employees in Full Service Restaurants: A Relational Benefits Perspective
Journal of Quality Assurance in Hospitality & Tourism ISSN: 1528-008X (Print) 1528-0098 (Online) Journal homepage: http://www.tandfonline.com/loi/wqah20 Customers' Responses to Customer Orientation of
CUSTOMER LOYALTY IN FINANCIAL SERVICES FROM A SERVICE-DOMINANT LOGIC PERSPECTIVE
CUSTOMER LOYALTY IN FINANCIAL SERVICES FROM A SERVICE-DOMINANT LOGIC PERSPECTIVE Kat Mui Ling Graduate Student, Graduate School of Business, University of Malaya, Kuala Lumpur, Malaysia Brian C. Imrie
ORGANIZATIONAL BEHAVIOR
Fact Sheet ORGANIZATIONAL BEHAVIOR TEST INFORMATION This test was developed to enable schools to award credit to students for knowledge equivalent to that, which is learned, by students taking the course.
DELIGHTFUL OR DEPENDABLE? VARIABILITY OF CUSTOMER EXPERIENCES AS A PREDICTOR OF CUSTOMER VALUE
DELIGHTFUL OR DEPENDABLE? VARIABILITY OF CUSTOMER EXPERIENCES AS A PREDICTOR OF CUSTOMER VALUE Yanliu Huang George Knox Daniel Korschun * WCAI Proposal December 2012 Abstract Is it preferable for a company
STUDENT ROLES AND EXPECTATIONS IN THE DISTANCE EDUCATION DELIVERY PROCESS
STUDENT ROLES AND EXPECTATIONS IN THE DISTANCE EDUCATION DELIVERY PROCESS Paden, Nita Northern Arizona University Nita.paden@nau.edu Stell, Roxanne Northern Arizona University Roxanne.stell@nau.edu ABSTRACT
The Importance of Trust in Relationship Marketing and the Impact of Self Service Technologies
The Importance of Trust in Relationship Marketing and the Impact of Self Service Technologies Raechel Johns, University of Canberra Bruce Perrott, University of Technology, Sydney Abstract Technology has
Constructing the Reserach Model of Determinants of Customer Satisfaction in Online Shopping: from the Perspectives of Justice Theory and Value Theory
Constructing the Reserach Model of Determinants of Customer Satisfaction in Online Shopping: from the Perspectives of Justice Theory and Value Theory Szu-Yuan Sun Department of Information management National
How Control Systems Influence the Salesperson s Objective Performance: An Empirical Investigation
How Control Systems Influence the Salesperson s Objective Performance: An Empirical Investigation Vincent Onyemah, Boston University, USA Erin Anderson, INSEAD, France Boston University School of Management
The Government of the Russian Federation
The Government of the Russian Federation The Federal State Autonomous Institution of Higher Education "National Research University Higher School of Economics" Faculty of management Department of strategic
EILEEN M. MCGOWAN, Ed.D.
EILEEN M. MCGOWAN, Ed.D. EDUCATION 20 Cushing Road, Wellesley Hills, MA 02481 781.235.3579 emcgowan@mentoringstrategies.net Harvard University Graduate School of Education June 2004 Ed.D. Administration,
NPTEL http://nptel.iitm.ac.in
NPTEL Syllabus Services Marketing - Web course COURSE OUTLINE Aim: At the end of the course the student will have an understanding of the service economy, the nature of services, assessing business opportunities,
The Nature of Customer Relationships in Services
1 In: Swartz, Teresa A, David E. Bowen and Stephen W. Brown (eds.), Advances in Services Marketing and Management, Volume 4, London: JAI Press Inc., 1995. The Nature of Customer Relationships in Services
LEVEL OF CUSTOMERS SATISFACTION WITH THEIR PERCEPTION ON THE QUALITY OF INSURANCE SERVICES
LEVEL OF CUSTOMERS SATISFACTION WITH THEIR PERCEPTION ON THE QUALITY OF INSURANCE SERVICES DR. ASHFAQUE AHMED*; NEETU KWATRA** *ASSOCIATE PROFESSOR, DEPARTMENT OF BUSINESS STUDIES, AL MUSSANNA COLLEGE
Information Technology and Relationship Marketing in an inter-firm context: implications for research
Page 1 of 9 ANZMAC 2009 Information Technology and Relationship Marketing in an inter-firm context: implications for research Raechel Johns, University of Canberra David Low, University of Western Sydney
Conflict Resolution Strategies and Marketing Channel Relationships: Framework and Research Propositions
Conflict Resolution Strategies and Marketing Channel Relationships: Framework and Research Propositions C. M. Sashi, Florida Atlantic University, USA ABSTRACT Relationships in marketing channels tend to
CRM AS A TOOL FOR CUSTOMER LOYALTY IN THE HOTEL SECTOR
CRM AS A TOOL FOR CUSTOMER LOYALTY IN THE HOTEL SECTOR MILENA RAQUEL DOMBROWSKI (UTFPR) MILENADOM@HOTMAIL.COM Luciano Scandelari (UTFPR) scandelari@utfpr.edu.br Luis Mauricio Resende (UTFPR) lmresende@utfpr.edu.br
Determinants of Customer Loyalty: An Exploratory Investigation on Relational Benefits in the Context of Customer Club
Page 1 of 8 ANZMAC 2009 Determinants of Customer Loyalty: An Exploratory Investigation on Relational Benefits in the Context of Customer Club Kevin Siu-lung Yu*, University of South Australia, Kevin.yu@frieslandcampina.com
COMMUNITY COLLEGE GRADUATION RATES: DETERMINING THE INFLUENCE OF CAMPUS HOUSING IN A NON-URBAN SETTING. Stephen M. Benson
COMMUNITY COLLEGE GRADUATION RATES: DETERMINING THE INFLUENCE OF CAMPUS HOUSING IN A NON-URBAN SETTING by Stephen M. Benson A Dissertation Presented in Partial Fulfillment Of the Requirements for the Degree
A Study on Customer Orientation as Mediator between Emotional Intelligence and Service Performance in Banks
International Journal of Business and Management Invention ISSN (Online): 2319 8028, ISSN (Print): 2319 801X Volume 2 Issue 5 ǁ May. 2013ǁ PP.60-66 A Study on Customer Orientation as Mediator between Emotional
M. Tolga Akçura E-mail: tolga.akcura@ozyegin.edu.tr
M. Tolga Akçura E-mail: tolga.akcura@ozyegin.edu.tr Academic Positions 2009- Associate Professor of Marketing, School of Economics and Administrative Sciences Özyeğin University, Istanbul, Turkey 2007-2010
A 10 Year Retrospective of Help Desk Satisfaction for High Technology Equipment Shows Little Consistency
Advances in Economics and Business 4(4): 190-194, 2016 DOI: 10.13189/aeb.2016.040405 http://www.hrpub.org A 10 Year Retrospective of Help Desk Satisfaction for High Technology Equipment Shows Little Consistency
Contextual factors that influence learning effectiveness: Hospitality students perspectives
Contextual factors that influence learning effectiveness: Hospitality students perspectives Sung Mi Song Hospitality Management Iowa State University Robert Bosselman Hospitality Management Iowa State
BANKING LOYALTY BY SME CUSTOMERS: A QUALITATIVE STUDY OF THE HONG KONG MARKET. Regan Lam City University of Hong Kong
BANKING LOYALTY BY SME CUSTOMERS: A QUALITATIVE STUDY OF THE HONG KONG MARKET Regan Lam City University of Hong Kong Suzan Burton Macquarie Graduate School of Management Track: Market Orientation and Relationship
The effect of demographic characteristics of passengers on relationship quality in airline industry
The effect of demographic characteristics of passengers on relationship quality in airline industry Akram Hadizadeh Moghadam Associate professor, Faculty of Management and Accounting, Shahid Beheshti University
Customer contributions and roles in service delivery
and roles in service delivery Mary Jo Bitner Arizona State University, Tempe, Arizona, USA William T. Faranda University of Virginia, Charlottesville, Virginia, USA Amy R. Hubbert University of Nebraska-Omaha,
UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS
UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS Viruli de Silva ABSTRACT This article is based on a recent research conducted in the Sri Lankan banking sector and it discusses how the
CURRICULUM VITAE SUSAN BARDI KLEISER
CURRICULUM VITAE SUSAN BARDI KLEISER ADDRESS Office Department of Marketing The Neeley School of Business TCU Box 298530 Texas Christian University Fort Worth, TX 76129 (817) 257-5485 Email: s.kleiser@tcu.edu
WILLIS A. JONES. willis.a.jones@uky.edu Office: (859) 257-1607
WILLIS A. JONES University of Kentucky, College of Education, Educational Policy Studies and Evaluation, 131 Taylor Education Building, Lexington, KY 40506 willis.a.jones@uky.edu Office: (859) 257-1607
3. Demonstrate critical awareness of current problems in sales management.
DEREE COLLEGE SYLLABUS FOR: : US credits 3/0/3 MK 4153 SALES MANAGEMENT UK LEVEL 6 UK CREDITS: 15 PREREQUISITES: CATALOG DESCRIPTION: RATIONALE: LEARNING OUTCOMES: MK2030 Fundamentals of Marketing Sales
COMMUNICATION SATISFACTION IN THE HOSPITALITY INDUSTRY: A CASE STUDY OF EMPLOYEES AT A THEME PARK IN CHINA ABSTRACT
COMMUNICATION SATISFACTION IN THE HOSPITALITY INDUSTRY: A CASE STUDY OF EMPLOYEES AT A THEME PARK IN CHINA ABSTRACT Qiuzi Liang & Kijoon Back Conrad N. Hilton College University of Houston Communication
The Impact of Customer Relationship Marketing on Customer Satisfaction of the Arab Bank Services
The Impact of Customer Relationship Marketing on Customer Satisfaction of the Arab Bank Services Dr- Abdullah Mohammad Al-Hersh Al-Balqa Applied University-Jordan Email: Abdullah.hersh@gmail.com Dr. Abdelmo'ti
Relationship Bonds and Customer Loyalty: A Study Across Different Service Contexts
Relationship Bonds and Customer Loyalty: A Study Across Different Service Contexts Mafalda Lima and Teresa Fernandes (&) Faculty of Economics, University of Porto, R. Dr. Roberto Frias, s/n, 4200-464,
DBA Courses and Sequence (2015-)
DBA Courses and Sequence (2015-) Term Courses (Credits) Year 1 / Summer Research Foundations (3) Applied Statistics & Regression (3) Year 1 / Fall Multivariate Analysis (3) Organizational Behavior (3)
Global Journal of Management And Business Research
Global Journal of Management And Business Research Volume 11 Issue 2 Version 1.0 February 2011 Type: Double Blind Peer Reviewed International Research Journal Publisher: Global Journals Inc. (USA) ISSN:
SALES. Management PRADIP KUMAR MALLIK. Associate Professor, Department of Business Administration The University of Burdwan West Bengal
S SALES Management PRADIP KUMAR MALLIK Associate Professor, Department of Business Administration The University of Burdwan West Bengal OXFORD UNIVERSITY PRESS Contents Preface v 1. INTRODUCTION TO PERSONAL
RELATIONSHIP MARKETING: A CRITICAL EVALUATION OF RESEARCH STREAMS
RELATIONSHIP MARKETING: A CRITICAL EVALUATION OF RESEARCH STREAMS Ganguli, Shirshendu * Bentley University sganguli@bentley.edu Eshghi, Abdolreza Bentley University aeshghi@bentley.edu Nasr Bechwati, Nada
Rankings Best Business Schools
ings - Best Business Schools - Graduate Schools - Education - US N... 1 of 5 6/9/2010 12:59 AM ings Best Business Schools ed in 2010 U.S. News surveyed 426 MBA programs to get the information used in the
CHANNEL COORDINATION: AN ANALYSIS OF AGENT S ECONOMIC AND NONECONOMIC SATISFACTION
Abstract CHANNEL COORDINATION: AN ANALYSIS OF AGENT S ECONOMIC AND NONECONOMIC SATISFACTION Cintia Retz Lucci University of São Paulo, School of Economics, Business and Accounting, PENSA Agribusiness Intelligence
Use of relationship marketing programs in building customer salesperson and customer firm relationships: Differential influences on financial outcomes
Intern. J. of Research in Marketing 24 (2007) 210 223 www.elsevier.com/locate/ijresmar Use of relationship marketing programs in building customer salesperson and customer firm relationships: Differential
EVA ASCARZA. 2009 Ph.D. in Marketing, London Business School, UK Dissertation: Modelling Customer Behaviour in Contractual Settings
EVA ASCARZA Columbia Business School 3022 Broadway Uris Hall, room 524 New York, NY 10027-6902 Phone: +1 (212) 851-4120 Fax: +1 (212) 854-7647 e-mail: ascarza@columbia.edu Web: www.evaascarza.com ACADEMIC
The Impact Of Internet Banking Service Quality On Business Customer Commitment. Nexhmi (Negji) Rexha, Curtin University of Technology.
The Impact Of Internet Banking Service Quality On Business Customer Commitment Nexhmi (Negji) Rexha, Curtin University of Technology Abstract Using the critical incidents technique to identify underlying
INITIAL TRUST, PERCEIVED RISK, AND THE ADOPTION OF INTERNET BANKING
INITIAL TRUST, PERCEIVED RISK, AND THE ADOPTION OF INTERNET BANKING Kyu Kim University of Cincinnati U.S.A. Inha University Korea Bipin Prabhakar University of Cincinnati U.S.A. Abstract Studies on the
RELATIONSHIP MARKETING: CUSTOMERS SATISFACTION BASED APPROACH
RELATIONSHIP MARKETING: CUSTOMERS SATISFACTION BASED APPROACH Ndubisi Emmanuel Chidozie Department of Marketing Anambra State University, Igbariam, Nigeria & Nwankwo Cosmas Anayochukwu Department of Marketing
CUSTOMER EXPECTATIONS AND PERCEPTIONS OF SERVICE QUALITY OF MOBILE PHONE SERVICE PROVIDERS IN KERALA - A GAP ANALYSIS
INTERNATIONAL JOURNAL OF MANAGEMENT (IJM) International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976-6510(Online), ISSN 0976-6502 (Print) ISSN 0976-6510 (Online) Volume 6, Issue 3, March
Analyzing the Influence of Ethical Sales Behavior on Customers Loyalty through Customer Satisfaction and Trust in Insurance Company
Analyzing the Influence of Ethical Sales Behavior on Customers Loyalty through Customer Satisfaction and Trust in Insurance Company Razieh Pezhman 1 Master Student of Virtual Education, University of Isfahan,
Call Center Executives Listening Behavior and Customers Intention to Call
Call Center Executives Listening Behavior and Customers Intention to Call Dr. Amit Jain Associate Professor, JK Laxmipat University, Jaipur. amit_pjain@yahoo.com Tejas Shah Lecturer, Shri Chimanbhai Patel
ATANAS NIK NIKOLOV. Georgia State University, Robinson College of Business MBA, Finance 2009
ATANAS NIK NIKOLOV PhD Candidate, Marketing University of Georgia, Terry College of Business 310 Herty Dr., Brooks Hall 148, 770-401-9288 nikolov@uga.edu EDUCATION University of Georgia, Terry College
DEVELOPING CUSTOMER LOYALTY: THE ROLE OF SALESPERSON AND FIRM-SPECIFIC RELATIONSHIPS by John W. Cadogan and Brian D. Foster
Developing Customer Loyalty: The role of salesperson & firm-specific relationships DEVELOPING CUSTOMER LOYALTY: THE ROLE OF SALESPERSON AND FIRM-SPECIFIC RELATIONSHIPS by John W. Cadogan and Brian D. Foster
Peter C. Verhoef Philip Hans Franses Erasmus University, Rotterdam, The Netherlands. Janny C. Hoekstra University of Groningen, The Netherlands
JOURNAL OF THE ACADEMY Verhoef etof al. / MARKETING EFFECT OF RELATIONAL SCIENCE CONSTRUCTS SUMMER 2002 The Effect of Relational Constructs on Customer Referrals and Number of Services Purchased From a
CURRICULUM VITAE JAY CARLSON, Ph.D. Associate Professor School of Management Union Graduate College May 4, 2015
CURRICULUM VITAE JAY CARLSON, Ph.D. Associate Professor School of Management Union Graduate College May 4, 2015 I. Education Ph.D., Business Administration, Major in Marketing, Cognate in Psychology, University
The Impact of Customer Oriented Boundary Spanning Behaviours on Customer Satisfaction and Service Provider Performance
The Impact of Customer Oriented Boundary Spanning Behaviours on Customer Satisfaction and Service Provider Performance Fiona V. Long, Robyn Ouschan, and B. Ramaseshan Curtin University of Technology Abstract
Surveying the Relationship Between Relationship Marketing and Customer Loyalty Case Study: Pasargad Bank in Mazandaran province
71 Surveying the Relationship Between Relationship Marketing and Customer Loyalty Case Study: Pasargad Bank in Mazandaran province Seyyedeh Mohaddeseh Seyyednejad, Department of Management, Germi Branch,
Relationship Marketing and Relationship Managers: A Customer Value Perspective
Relationship Marketing and Relationship Managers: A Customer Value Perspective Sue Holt, Cranfield University, Cranfield 1 Abstract This working paper outlines a doctoral research 2 project on customer
IMPLEMENTING A CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME IN AN EMERGING MARKET
IMPLEMENTING A CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME IN AN EMERGING MARKET Adele Berndt, Frikkie Herbst, and Lindie Roux 1 ABSTRACT Retail financial services in all markets, including emerging markets,
The Effects of Recession on B2B Loyalty
The Effects of Recession on B2B Loyalty Erzsébet Hetesi University of Szeged The paper discusses the results of a research made in a Central European country. Quantitative and qualitative methods were
A RETROSPECTIVE DATA EXAMINATION OF CUSTOMER LOYALTY IN THE E-BANKING TECHNOLOGY SERVICES INDUSTRY: STRATEGIES FOR NEW SUCCESSES.
A RETROSPECTIVE DATA EXAMINATION OF CUSTOMER LOYALTY IN THE E-BANKING TECHNOLOGY SERVICES INDUSTRY: STRATEGIES FOR NEW SUCCESSES by John Reynolds RICHARD MURPHY, DBA., Faculty Mentor and Chair TONI B.
BROKER-CLIENT RELATIONSHIP: A CONCEPTUAL FRAMEWORK
BROKER-CLIENT RELATIONSHIP: A CONCEPTUAL FRAMEWORK Ahmed Beloucif Aberdeen Business School, The Robert Gordon University Garthdee Road, Aberdeen AB10 7QE. Tel.: (01224) 263800 E-mail: a.beloucif@rgu.ac.uk
ACADEMIC PROFILE GERALD L. WILSON. Academic Rank: Professor
ACADEMIC PROFILE GERALD L. WILSON Academic Rank: Professor Education: Ph.D., University of Wisconsin-Madison, 1979 Areas: Interpersonal, Small Group, and Organizational Communication M. A., Miami University,
FACTORS DETERMINING CUSTOMER COMMITMENT TO SERVICE PROVIDERS IN KENYAN MOBILE TELEPHONE INDUSTRY
FACTORS DETERMINING CUSTOMER COMMITMENT TO SERVICE PROVIDERS IN KENYAN MOBILE TELEPHONE INDUSTRY Owino O. Joseph School of Business, University of Nairobi, Nairobi, Kenya Abstract The study was designed
Department of Marketing
Department of Marketing FACULTY Professors Baer, Hill; Associate Professors Bond (chair), Griffin, Johlke; Assistant Professors Garrett, Iyer, O'Brien; Instructors Choate, Rottier. Marketing is the backbone
Impact of Service Quality Dimensions Towards Customer Satisfaction In Indian Call Centers
Volume 6, Issue 1, July 2013 Impact of Service Quality Dimensions Towards Customer Satisfaction In Indian Call Centers Sumit Agarwal* Dr. Deepak Singh** Prof. K S Thakur*** *Research Scholar, School of
ABHINAV NATIONAL MONTHLY REFEREED JOURNAL OF RESEARCH IN COMMERCE & MANAGEMENT www.abhinavjournal.com
CRM IN BANKS: A COMPARATIVE STUDY OF PUBLIC, PRIVATE, FOREIGN AND CO-OPERATIVE SECTORS Deepak Bhattacharya 1 and Dr. R. R Patil 2 1 Research Scholar, Shri Jagdish Prasad Jhabarmal Tibrewala University,
ZADIA M. FELICIANO. FIELDS OF International Economics, Labor Economics and Economic History
ZADIA M. FELICIANO Office: Department of Economics Queens College Flushing, NY 11367 Tel. (718) 997-5442 Fax. (718) 997-5466 E-mail: Zadia.feliciano@qc.edu EDUCATION: HARVARD UNIVERSITY, Cambridge, MA.