How To Understand Relationship Marketing
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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
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