Relevant bibliographies by topics / Marketing Customer services. Relationship marketing

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  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers

Academic literature on the topic 'Marketing Customer services. Relationship marketing'

Author: Grafiati
Published: 4 June 2021
Last updated: 12 February 2022

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Journal articles on the topic "Marketing Customer services. Relationship marketing"

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Levy, Shalom. "Does usage level of online services matter to customers’ bank loyalty?" Journal of Services Marketing 28, no. 4 (2014): 292–99. http://dx.doi.org/10.1108/jsm-09-2012-0162.

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Purpose – This paper aims to evaluate the relationship between the customer’s relative usage levels of online banking services and bank loyalty, and to examine the effect of customer satisfaction with the quality of online banking services and services’ convenience in this relationship. This study proposes a conceptual framework, integrating these factors. Design/methodology/approach – Data were collected from among traditional banks’ customers. The study uses a factor analysis method following path analysis, using AMOS 19 and structural equation modeling. Findings – The findings show a signif
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Ferguson, Carragh Yutiana, Hendi Paramita, and Indira Ratnasari. "Relationship Marketing Activities in Building Customer-Oriented Marketing Services." Kanal: Jurnal Ilmu Komunikasi 9, no. 2 (2021): 65–69. http://dx.doi.org/10.21070/kanal.v9i2.1014.

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The aim of this study is to know how does relationship marketing activities in building customer-oriented marketing services. For this research, relationship marketing is used as it’s main theory, and the tool to conduct this research is through descriptive-qualitative methodology, with two informants from Singapore Intercultural School Bona Vista, first informant Head of Marketing of SIS Group of Schools and second informant Parents Relation Officer and Marketing Manager of Singapore Intercultural School Bona Vista as primary data. The research findings indicate that SIS Bona Vista has done w
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Palmer, Adrian, and David Bejou. "Retrospective: service failure and loyalty: an exploratory empirical study of airline customers." Journal of Services Marketing 30, no. 5 (2016): 480–84. http://dx.doi.org/10.1108/jsm-04-2016-0137.

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Purpose This paper aims to reflect on the paper “Service failure and loyalty: an exploratory empirical study of airline customers” published 18 years ago. It positions it in the evolving literature on relationship marketing and suggests directions for further research and developments in the area. Design/methodology/approach A review of key contributions of the paper to the study of relationship marketing and the effects of service failures on relationships identifies emerging strands of research. Findings The concept of a “relationship lifecycle” is now widely used in marketing for identifyin
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Jaya Putra, Rizki, and Elke Alexandrina. "Relationship Marketing on Loyal Customer." Ultimacomm: Jurnal Ilmu Komunikasi 11, no. 1 (2019): 53–68. http://dx.doi.org/10.31937/ultimacomm.v11i1.1169.

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Total Bangun Persada (TOTAL) is a construction company that builds international-standard buildings and focuses on high-end market segmentation. It has Customer Care Department which maintains relationships by answering customers’ inquiries. TOTAL’s Customer Care - after sales service takes place after the project maintenance period, to support TOTAL’s core service: “building construction”. TOTAL delivers quality service through its Customer Care as part of their relationship marketing strategy. The research is meant to discover how TOTAL’s Customer Care contributes to the relationship marketi
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Budi S, Surawan Setya. "PENGARUH INPUT PROSES RELATIONSHIP MARKETING TERHADAP OUTPUT PROSES RELATIONSHIP MARKETING." Kajian Bisnis STIE Widya Wiwaha 27, no. 2 (2019): 190–206. http://dx.doi.org/10.32477/jkb.v27i2.349.

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This research use relationship marketing teory which applied 4 factor of input process understanding customer expectations, building service partnerships, empowiring employers, and total quality management, and output relationship marketing process: customer satisfaction and customer layalty. The objective of this research is to find out wich factors of input process that has more impact on the output process in relationship marketing. There are 60 trusted correspondencea from Grand Inna Malioboro Hotel customer whom at least have been stayed at the hotel three times. The method of collecting
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Yeh, Hsiaoping. "The Moderating Effects of Service Innovation on Relationship Quality." Journal of Business and Economics 10, no. 7 (2019): 636–53. http://dx.doi.org/10.15341/jbe(2155-7950)/07.10.2019/005.

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Nowadays, relationship marketing (RM) has become one of the most widely discussed marketing theories. In addition to achieving consensus, the most important result of RM is the retention of customers. However, it has not been theorized and discussed in terms of the effect of service innovation on the quality of relationships. This study empirically identifies the important service indications in marketing, i.e., customer value, satisfaction, trust, and loyalty and the developing path among these indicators. Additionally, thestudy also shows that good customer experience, quality of interaction
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Wang, Chung-Yu, Li-Wei Wu, and Chung-Lun Wei. "Optimal customer participation and the role of relationship length." International Journal of Bank Marketing 39, no. 5 (2021): 871–85. http://dx.doi.org/10.1108/ijbm-08-2020-0415.

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PurposeThis study aims to examine how customers derive satisfaction and affective commitment from their participation in financial services, which is conditional on their relationship length.Design/methodology/approachStudent interviewers approached customers who were exiting banks at two skip intervals in Taiwan. The final survey sample consists of 227 respondents.FindingsEmpirical results confirm that optimal customer participation (CP) influences affective commitment through increased customer satisfaction. The optimal level of CP with customer satisfaction and affective commitment is high
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Medberg, Gustav, and Kristina Heinonen. "Invisible value formation: a netnography in retail banking." International Journal of Bank Marketing 32, no. 6 (2014): 590–607. http://dx.doi.org/10.1108/ijbm-03-2014-0041.

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Purpose – The purpose of this paper is to explore value formation in the customer-bank relationship outside the line of visibility of service encounters. The customer's own context has been overlooked by the bank marketing literature as it is traditionally focused on value created by the service process and outcome. Design/methodology/approach – Positioned within the customer dominant logic, a netnography was conducted to explore how bank relationships are realised in customers’ own contexts and experiences. A total of 579 postings from discussions of retail banking in 18 online communities we
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Curth, Susanne, Sebastian Uhrich, and Martin Benkenstein. "How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior." Journal of Services Marketing 28, no. 2 (2014): 147–58. http://dx.doi.org/10.1108/jsm-08-2012-0145.

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Purpose – The purpose of this paper is to analyze how affective commitment to fellow customers influences a customer's affective commitment to the service provider and customer citizenship behavior (CCB). In addition, the paper seeks to examine the moderating role of a customer's calculative commitment to the service organization. Design/methodology/approach – The study used a large-scale survey among customers of a health club and a scenario-based experiment to test the hypotheses. Findings – Both empirical studies provide evidence that affective commitment to fellow customers has positive co
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Aka, Deborah O., Oladele J. Kehinde, and Olaleke O. Ogunnaike. "Relationship Marketing and Customer Satisfaction: A Conceptual Perspective." Binus Business Review 7, no. 2 (2016): 185. http://dx.doi.org/10.21512/bbr.v7i2.1502.

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This article examined the existing body of literature on transaction and relationship marketing. The specific objectives were to develop a conceptual framework to establish the relationship between relationship marketing and customer satisfaction and to examine the components of relationship marketing on the present ever dynamic world of business. The study identified relationship marketing variables and their impact on customer satisfaction. The framework aimed to provide insights into the studies on relationship marketing factors such as trust, commitment, communication, and service quality
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Dissertations / Theses on the topic "Marketing Customer services. Relationship marketing"

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Vienings, Francois. "Conceptual services marketing framework for a segmented business to achieve maximum customer value." Thesis, Stellenbosch : Stellenbosch University, 2012. http://hdl.handle.net/10019.1/97170.

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Thesis (MBA)--Stellenbosch University, 2012.<br>Relationship marketing is still in its infancy as a mainstream marketing concept, although it has established itself as an underlying paradigm in modern services marketing. Its importance is recognised to a growing extent with a call for organisations to move from a short-term transactional approach to a long-term relationship one (Kotler, 1992; Grönroos, 1994). From the interviews, it is clear that the directors support the findings in respect of the literature review that service marketing should be centred on the key concept that quality shou
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Sethapan, Wathanee. "The study of customer share marketing." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2701.

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This project will describe the nature of customer share marketing, its advantages and disadvantages. The project discusses how the marketing theme is graduating customers from market share marketing to customer share marketing and the use of customer share marketing to retain and grow existing customers.
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Randall, Wesley Spencer Pohlen Terrance Lynn. "An empirical examination of service dominant logic the theory of the network /." [Denton, Tex.] : University of North Texas, 2007. http://digital.library.unt.edu/permalink/meta-dc-3925.

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Tuzovic, Sven. "Kundenorientierte Vergütungssysteme im Relationship-Marketing : Anforderungen, Konzeptionalisierung und Institutionalisierung /." Wiesbaden : Gabler, 2004. http://www.gbv.de/du/services/toc/bs/391370197.

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Palmatier, Robert W. "How exchange inefficiency and relationship quality mediate the influence of relationship marketing on performance : the critical role of customer relationship orientation /." free to MU campus, to others for purchase, 2004. http://wwwlib.umi.com/cr/mo/fullcit?p3144448.

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Ajilian, Saeed. "Analysis and simulation of a customer care and billing services for IT products & services /." Fribourg/Suisse : iimt-Univ.-Press, 2004. http://www.gbv.de/dms/zbw/39866806X.pdf.

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Parker, Lukas Jay, and lukasparker@gmail com. "Trust and the Australian retail banking industry : the impact of deinstitutionalisation of Australian retail banking services on consumer trust." Swinburne University of Technology, 2005. http://adt.lib.swin.edu.au./public/adt-VSWT20051117.105403.

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Consumer trust research has principally developed from established psychological-based research. This conception of consumer trust largely draws from research pertaining to interpersonal trust. This study combined existing theories from both sociological and psychological research in developing a consumer trust model specifically for banks. Partly because of their historical position in society and also because of their government-protected position, banks, bank branches and bank managers have traditionally held a respected, and trusted position in Australian communities. Because of this repu
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Choudhury, Randip. "How Marknadsdata information AB works withrelationship marketing : analysis of relationship marketing in Marknadsdata Information AB." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-9816.

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AbstractTitle: How Marknadsdata information AB works with relationship marketingLevel: Final Thesis for bachelor degree in Business AdministrationAuthor: Randip ChoudhurySupervisor: Dr. Aihie OsarenkhoePurpose: The purpose of this thesis is to examine how Marknadsdata information AB workswith their relationship marketing, and examine possible gaps between their strategy andimplementation of their relationship marketing. This study aims to provide insights on thecore components of CRM and the implementation of CRM strategy.Methodology: I have used primary data for this study by doing, interview
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Nielsen, Anne-Linn, and Victoria Larsson. "Kundrelationer i bankbranschen : Hur banker med skilda verksamheter arbetar med kundrelationer idag." Thesis, Högskolan Dalarna, Företagsekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:du-27967.

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The purpose of this study is to examine and compare how banks with differentiating operations work with their customer relationships. The financial market has changed because of digital advances in society as a whole and because of newly arisen competitors. This has created a new competition were the customer relationship is important as a competitive advantage. To establish how different banks work to retain and maintain their customer relationships we’ve conducted group interviews with banks with differentiating operations. The result shows that banks with different operations work slightly
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Kasabov, E. "An examination of the marketing and relationship concepts by analysing power, disciplining and compliance in customer-provider relations." Thesis, Coventry University, 2011. http://curve.coventry.ac.uk/open/items/fc20f17d-e8b9-4eb9-a91c-27968f5166d0/1.

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The main aim of this thesis, „An Examination of the Marketing and Relationship Marketing Concepts, by Analysing Power, Disciplining and Compliance in Customer-Provider Relations‟, is to expand knowledge and thinking in the subject area of marketing by researching power, disciplining and compliance in relations between customers and providers. As such, it is part of current developments in marketing theory, as the following discussion will illustrate. Marketing is a dynamic and evolving discipline (Saunders and Lee 2005) and has been enriched by the introduction of significant new topics such a
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Books on the topic "Marketing Customer services. Relationship marketing"

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Martin, Christopher. Relationship marketing: Bringing quality, customer service, and marketing together. Butterworth-Heinemann, 1991.

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1959-, Bjerre Mogens, ed. Strategic relationship marketing. Springer, 2002.

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Adrian, Payne, and Ballantyne David, eds. Relationship marketing: Creating shareholder value. Elsevier Butterworth-Heinemann, 2002.

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Barnes, James G. Relationship marketing: A useful concept for all firms? University College Dublin (Centre for Quality & Services Management), 1994.

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Blois, K. J. Relationship marketing in organizational markets: Its information needs. Oxford Centrefor Management Studies, 1995.

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Vavra, Terry G. Aftermarketing: How to keep customers for lifethrough relationship marketing. Business One Irwin, 1992.

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Baran, Roger J. Principles of customer relationship management. Thomson/South-Western, 2008.

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Leading through relationship marketing: How winning organisations leverage stakeholder relationships to improve business performance. McGraw-Hill, 2004.

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Relationship marketing: Successful strategies for the age of the customer. Addison-Wesley Pub. Co., 1991.

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Service management and marketing: A customer relationship management approach. 2nd ed. Wiley, 2000.

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Book chapters on the topic "Marketing Customer services. Relationship marketing"

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Ennew, Christine, Nigel Waite, and Róisín Waite. "Customer-relationship management." In Financial Services Marketing. Routledge, 2017. http://dx.doi.org/10.4324/9781315543765-15.

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Baron, Steve, and Kim Harris. "Customer Retention and Relationship Marketing." In Services Marketing. Macmillan Education UK, 1995. http://dx.doi.org/10.1007/978-1-349-24174-3_8.

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Dahle, Stefan. "Gaining Customer Satisfaction Through the Empowerment of Service Personnel in Retailing Organizations." In Relationship Marketing. Springer Berlin Heidelberg, 2000. http://dx.doi.org/10.1007/978-3-662-09745-8_12.

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Ennew, Christine, Nigel Waite, and Róisín Waite. "Satisfaction, value, trust and fairness in customer relationships." In Financial Services Marketing. Routledge, 2017. http://dx.doi.org/10.4324/9781315543765-17.

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Schwetz, Wolfgang. "Ziele des integrierten Computereinsatzes in Marketing, Vertrieb und Service." In Customer Relationship Management. Gabler Verlag, 2001. http://dx.doi.org/10.1007/978-3-322-89528-8_6.

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Schwetz, Wolfgang. "Ziele des integrierten Computereinsatzes in Marketing, Vertrieb und Service." In Customer Relationship Management. Gabler Verlag, 2000. http://dx.doi.org/10.1007/978-3-322-92002-7_6.

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ENNEW, C. "Customer relationship management strategies." In Financial Services Marketing. Elsevier, 2007. http://dx.doi.org/10.1016/b978-0-7506-6997-9.50019-5.

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"Customer relationship management strategies." In Financial Services Marketing. Routledge, 2007. http://dx.doi.org/10.4324/9780080465609-23.

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Wirtz, Jochen, and Christopher Lovelock. "DEVELOPING CUSTOMER RELATIONSHIPS." In Services Marketing. WORLD SCIENTIFIC (US), 2016. http://dx.doi.org/10.1142/9781944659028_others04.

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ENNEW, C. "Customer relationship management in practice." In Financial Services Marketing. Elsevier, 2007. http://dx.doi.org/10.1016/b978-0-7506-6997-9.50022-5.

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Conference papers on the topic "Marketing Customer services. Relationship marketing"

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Kimita, Koji, Yohei Yoshimitsu, Yoshiki Shimomura, and Tamio Arai. "A Customers’ Value Model for Sustainable Service Design." In ASME 2008 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2008. http://dx.doi.org/10.1115/detc2008-49564.

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To solve the current environmental problems, it is necessary to reconsider the current mass production paradigm and create products of higher value, based largely on knowledge and service content, to compensate for volume reduction under the concept of dematerialization. On the basis of this concept, we propose a new engineering discipline to examine services called ‘Service Engineering’. Service Engineering aims to provide services that generate high customer satisfaction. To achieve this, we have developed methods that allow service designers to design and evaluate the design solution from t
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Shao, Jingbo, Gui Tang, and Chunxia Wang. "Study on Customer Equity Formation from Relationship among Customer-Centered Marketing Theories." In 2009 International Conference on Management and Service Science (MASS). IEEE, 2009. http://dx.doi.org/10.1109/icmss.2009.5301155.

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Lestari, Sri Isfantin Puji, and Retnoning Ambarwati. "Service Quality, Customer Relationship Marketing, and Institutional Trust to Engender Customer Loyalty." In Proceedings of the 6th International Conference on Community Development (ICCD 2019). Atlantis Press, 2019. http://dx.doi.org/10.2991/iccd-19.2019.130.

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Hara, Tatsunori, Tamio Arai, and Yoshiki Shimomura. "Integrated Representation of Function, Service Activity, and Product Behavior for Service Development." In ASME 2008 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2008. http://dx.doi.org/10.1115/detc2008-49511.

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Manufacturers are required to supply more services to customers in addition to material products. Although there are many literatures on the Product–Service System (PSS), computerized tools for this system have not been established until now. In this paper, we aim to present a modeling method and computer-aided design (CAD) tool to combine function, product, and service activity for the development of service offerings like the PSS. In our method, product and service activities are designed in parallel according to customer value. A service blueprint in the marketing field is extended to inclu
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Pinyo, Witchayaporn, and Thirarut Worapishet. "THE RELATIONSHIP BETWEEN CUSTOMER LOYALTY AND MARKETING MIX SATISFACTION OF MUSIC STREAMING SERVICE." In 36th International Academic Conference, London. International Institute of Social and Economic Sciences, 2018. http://dx.doi.org/10.20472/iac.2018.036.037.

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Sano, Kaede. "DOES SOCIAL MEDIA ENHANCE INNOVATION IN CUSTOMER RELATIONSHIP MANAGEMENT？: A THEORETICAL EXPLORATION OF THE EFFECTS OF SOCIAL CRM IN SERVICE SECTORS." In Bridging Asia and the World: Globalization of Marketing & Management Theory and Practice. Global Alliance of Marketing & Management Associations, 2014. http://dx.doi.org/10.15444/gmc2014.10.03.03.

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Cripps, Helen, Abhay Kumar Singh, Thomas Mejtoft, and Jari Salo. "Crowsourcing through Twitter for inovation." In Enabling Technology for a Sustainable Society. University of Maribor Press, 2020. http://dx.doi.org/10.18690/978-961-286-362-3.13.

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This research investigates the role and use of Twitter in business markets and benefits of using open social media channels to crowd source information to support innovation and build relationship in the context of business-to-business (B2B) marketing. This study is based on a combination of methodologies, 52 face-to-face interviews across five countries are compared with a sample of their Tweets using Structural Topic Modelling (STM) which enabled triangulation between stated use of Twitter and respondent’s actual Tweets. The research confirmed that individuals used Twitter as a source of inf
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Ramsina, Snezhana. "Integration of Public and Private Aspects in Business Models 4.0 of the Tourism Market." In The Public/Private in Modern Civilization, the 22nd Russian Scientific-Practical Conference (with international participation) (Yekaterinburg, April 16-17, 2020). Liberal Arts University – University for Humanities, Yekaterinburg, 2020. http://dx.doi.org/10.35853/ufh-public/private-2020-58.

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The current digital opportunities that have spawned the upgrade of the business versions of tourism and hospitality have been actualised due to the hard-to-predict pandemic nature of the COVID-19 coronavirus threat and travel bans. In Business Model 4.0. the usual forms of the relationship between the public (institutional) and the private, individual in tourism and hospitality are transformed. Research objective: to characterise the integration capabilities of automated (AI-based) travel industry business processes that personalise the tourism offers to the needs and preferences of travel ler
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Zhanbing Huang and Difang Wan. "Reciprocity factors in relationship marketing." In Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005. IEEE, 2005. http://dx.doi.org/10.1109/icsssm.2005.1499456.

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Yi, Jia. "Customer Relationship Marketing in Chinese Golf Operation." In 2008 4th International Conference on Wireless Communications, Networking and Mobile Computing (WiCOM). IEEE, 2008. http://dx.doi.org/10.1109/wicom.2008.1278.

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