Deals with the future of service management in specific servicemanagement terms but also in broader, societal terms, from both apractitioner and a scholarly perspective…. Report bugs here. Please share your general feedback. You can join in the discussion by joining the community or logging in here. You can also find out more about Emerald Engage.
Visit emeraldpublishing. Answers to the most commonly asked questions here. Table of contents. Scientific marketing management and the emergence of the ethical marketing concept. Mamoun N. An empirical model of marketing strategy and shareholder value. Competitiveness Review , Rajiv P. Dant, Aaron Gleiberman. Preventing and combating the onset of dark-side symptoms.
International Journal of E-Adoption , Arun Kumar Agariya, Deepali Singh. What Really Defines Relationship Marketing? Nature and antecedents of a marketing approach according to Italian SME entrepreneurs. Linking internal market orientation and new service performance. European Journal of Innovation Management , Customer management and CRM: addressing the dark side. Journal of Services Marketing , Beyond the final consumer: the effectiveness of a generalist stakeholder strategy. European Journal of Marketing , Management Research Review , The influence of MLM companies and agent attributes on the willingness to undertake multilevel marketing as a career option among youth.
Journal of Research in Interactive Marketing , Robin Roslender, Susan J. Taking the customer into account: Transcending the construction of the customer through the promotion of self-accounting. Critical Perspectives on Accounting , From culture to cultural economic power: Rural regional development in small German communities. Creative Industries Journal , A corporate model of sustainable business practices: An ethical perspective. Journal of World Business , Andrea C.
The role of intimacy in service relationships: an exploration. Two component customer relationship management model for healthcare services. Ian N. Journal of Service Management , Florian U. Siems, James Bruton, Dirk C. The extent of use of relationship marketing in the UK FM sector. Consumer trust in service companies: a multiple mediating analysis. Pia Polsa and Karen M. Managing competitive bidding in the Finnish healthcare sector.
Sergio Biggemann Chapter 3 Modeling the structure of business-to-business relationships Jiang Wei, Lilong Zhao, Xing ChenA framework for determinants of transition from a manufacturer to a service provider Byron W.
Keating, Ali M. Quazi, Anton Kriz. Financial risk and its impact on new purchasing behavior in the online retail setting. Electronic Markets , The role of vendor in eCRM tool development. Relationship marketing: a Thai case. International Journal of Emerging Markets , Gerrard Macintosh.
Examining the antecedents of trust and rapport in services: Discovering new interrelationships. Journal of Retailing and Consumer Services , A transactional approach to customer loyalty in the hotel industry.
International Journal of Contemporary Hospitality Management , Barbara Caemmerer, Madhumita Banerjee. Margaret Jekanyika Matanda, Susan Freeman. Effect of perceived environmental uncertainty on exporter—importer inter-organisational relationships and export performance improvement. International Business Review , Juan Gloria Meng, Kevin M. Predictors of relationship quality for luxury restaurants. Importance of closed-loop supply chain relationships for product remanufacturing.
International Journal of Production Economics , Health Policy , Jonathan L. Calof and Sheila WrightPeter R. The expanding role of intangible assets of the brand. Management Decision , Sreedhar Madhavaram, Shelby D. The service-dominant logic and a hierarchy of operant resources: developing masterful operant resources and implications for marketing strategy.
Journal of the Academy of Marketing Science , A Model of Business Ethics. Journal of Business Ethics , Sustainable leadership ethics: a continuous and iterative process. Multinational Business Review , An exploratory study of implementation of customer relationship management strategy. Business Process Management Journal , Florence Crespin-Mazet, Pervez Ghauri.
Co-development as a marketing strategy in the construction industry. Industrial Marketing Management , Ruth N. BoltonCrina O. Tarasi Managing Customer Relationships Kevin L. Webb, C. Jay Lambe. Internal multi-channel conflict: An exploratory investigation and conceptual framework. Internal relationships.
European Business Review , Key attributes of internal service recovery strategies as perceived by frontline food service employees. International Journal of Hospitality Management , Peter R.
An internationally focused synthesised marketing strategy underpinned by qualitative research. Positive vs. Journal of Consumer Behaviour , Tracy G. Richard J. Varey, David Ballantyne. Relationship Marketing and the Challenge of Dialogical Interaction.
The explanatory foundations of relationship marketing theory. Relationship marketing: why bother?. Handbook of Business Strategy , Jillian Dawes Farquhar. Retaining customers in UK financial services: The retailers' tale. The Service Industries Journal , Relationship marketing during Rugby World Cup a comparative analysis of public and private sector sponsors.
International Journal of Sports Marketing and Sponsorship , The exploitation of market knowledge within relationship orientated small accountancy practices. Stella L. Matthias Meyer, Lutz M. Integration of customer relationship management: status quo and implications for research and practice. Simon J. Cliffe, Judy Motion. Building contemporary brands: a sponsorship-based strategy.
Journal of Business Research , A stakeholder approach to relationship marketing strategy. Ramsaran-Fowdar, M. Gaining satisfaction and trust in buyer—supplier relationships in the Mauritian textile industry. Journal of the Textile Institute , Operational performance gaps in business relationships.
Shelby D. HuntRobert M. Managing and implementing simultaneous transaction and relationship marketing. Relationship development in international retail franchising. Labuan, Malaysia. Scott R. The effect of cognitive trust on hostage relationships. Assion Lawson-Body, Moez Limayem. Journal of Computer-Mediated Communication , Journal of Korean navigation and port research , Ian N Lings.
Internal market orientation. Michael D. Johnson, Fred Selnes. Journal of Marketing , In search of market orientation. HuntJerry S. Rawls and P. B2B relationships and networks in the Internet age. Managerial Auditing Journal , Stephen J.
The future of services marketing: forecasts from ten services experts. Lloyd C. Harris, Emmanuel Ogbonna. Journal of Management Studies , David Gilbert, Jan Powell-Perry. Srikanth Beldona, Alastair M.
Morrison, Donald J. Dennis Sakalauskas, Kevin I. Thinking about relationship marketing: where are we now?. Customer satisfaction in industrial markets: opening up the concept. Francis Buttle, Jamie Burton. Does service failure influence customer loyalty?.
An examination of the relationship between trust, commitment and relationship quality. Synergies in destination image management: a case study and conceptualisation. International Journal of Tourism Research , Steve Worthington.
Introduction: Affinity credit cards: a critical review. A framework for studying relationship marketing dyads. Relationship development and marketing communication: an integrative model. Market orientation applied to police service strategies. International Journal of Public Sector Management , Pluralism in contemporary marketing practices.
Harris, Lisa O'Malley. Relationship marketing in consumer markets — Rhetoric or reality?. David A. Reid, Richard E. Journal of Business-to-Business Marketing , Alchemy: the transformation to service excellence. The Learning Organization , Internal marketing and supply chain management. Relationship marketing: a concept beyond the primary relationship. Perception configurations in business relationships.
Linda Brennan, Erica Brady. Relating to marketing? Why relationship marketing works for not-for-profit organisations. The dynamics of the legal market: an interaction perspective. Stella G. Relationship marketing as an ethical approach: philosophical and managerial considerations. John May, Karin Newman. Marketing: A new organising principle for local government?. Local Government Studies , Service quality by relationships in the international market. Claes M. Polly Pick. Building customer—Supplier relationships in electronics.
Long Range Planning , David C. Approaches by hotels to the use of the Internet as a relationship marketing tool. Relationship marketing defined? An examination of current relationship marketing definitions. Tom Duncan, Sandra Moriarty. Commentary on Relationship-Based Marketing Communication. Nikolaos Tzokas, Michael Saren. Value Transformation in Relationship Marketing. Jay Kandampully. Service quality to service loyalty: A relationship which goes beyond customer services.
Table of contents. Service Operations Strategy: Framework for Matching the Service Operations Task and the Service Delivery System Colin Armistead Service organisations must produce and deliver a service packagewhich matches the expectations of their customers. PDF KB.
Downloads Lewis A research initiative, focused on quality customer care in serviceorganisation and recently completed in the Financial Services ResearchCentre, is presented. Quality Measurement in Service Industries Rhian Silvestro , Robert Johnston , Lin Fitzgerald , Chris Voss A number of writers in the service management literature haveobserved that because service quality is difficult to measure there is adanger that service organisations will….
Clarkson , M. Stone , M.
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