The Marketing Book 5th Edition

(singke) #1

Relationship marketing 51


Lovelock, C. H. (1983) Classifying Services to
Gain Strategic Marketing Insights, Journal of
Marketing, 47 (Summer), 9–20.
Macneil, I. R. (1980) The New Social Contract: An
Inquiry into Modern Contractual Relations, Yale
University Press, New Haven, CT.
M ̈oller, K. (1994) Inter-organisational Market-
ing Exchange: Metatheoretical Analysis of
Current Research Approaches, in Laurent, G.,
Lilian G. L. and Pras, B. (eds), Research
Traditions in Marketing, Kluwer Academic,
London, pp. 347–372.
M ̈oller, K. and Halinen, A. (2000) Relationship
Marketing Theory: Its Roots and Direction,
Journal of Marketing Management, 16 , 29–54.
M ̈oller, K. and Wilson, D. T. (eds) (1995)
Business Marketing: An Interaction and Net-
work Perspective, Kluwer Academic, Norwell,
MA.
Moorman, C., Zaltman, G. and Deshpande, R.
(1992) Relationships Between Providers and
Users of Market Research; The Dynamics of
Trust Within and Between Organisations,
Journal of Marketing Research, 29 (August),
314–329.
Morgan, R. M. and Hunt, S. D. (1994) The
Commitment–Trust Theory of Relationship
Marketing, Journal of Marketing, 58 (July),
20–38.
O’Malley, L. and Patterson, M. (1998) Vanishing
Point: The Mix Management Paradigm Re-
Viewed, Journal of Marketing Management,
14 (8), 829–852.
O’Malley, L. and Tynan, A. C. (1999) The Utility
of the Relationship Metaphor in Consumer
Markets: A Critical Evaluation, Journal of
Marketing Management, 15 , 487–602.
O’Malley, L. and Tynan, A. C. (2000) Relation-
ship Marketing in Consumer Markets: Rheto-
ric or Reality?, European Journal of Marketing,
34 (7), 797–815.
O’Malley, L. and Tynan, A. C. (2001) Refram-
ing Relationship Marketing for Consumer
Markets, Interactive Marketing, 2 (3),
240–246.
O’Malley, L., Patterson, M. and Evans, M. J.
(1997) Intimacy or Intrusion: The Privacy


Dilemma for Relationship Marketing in Con-
sumer Markets, Journal of Marketing Manage-
ment, 13 (6), 541–560.
Parasuraman, A., Zeithaml, V. A. and Berry, L.
L. (1985) A Conceptual Model of Service
Quality and Its Implications for Further
Research, Journal of Marketing, 49 (Fall),
41–50.
Parasuraman, A., Zeithaml, V. A. and Berry, L.
L. (1988) SERVQUAL: A Multiple-Item Scale
for Measuring Consumer Perceptions of
Service Quality, Journal of Retailing, 64 (1),
12–40.
Peppers, D. and Rogers, M. (1995) A New
Marketing Paradigm, Planning Review, 23 (2),
14–18.
Price, L. L., Arnould, E. J. and Tierney, P. (1995)
Going to Extremes: Managing Service
Encounters and Assessing Provider Perform-
ance,Journal of Marketing, 59 (April), 83–97.
Reichheld, F. F. and Sasser, E. W. Jr. (1990) Zero
Defections: Quality Comes to Services, Har-
vard Business Review, 69 (September–Octo-
ber), 105–111.
Rosenberg, L. J. and Czepiel, J. (1984) A
Marketing Approach for Customer Reten-
tion, Journal of Consumer Marketing, 1
(Spring), 45–51.
Rusbult, C. E. and Buunk, B. P. (1993) Commit-
ment Processes in Close Relationships: An
Interdependent Analysis, Journal of Social and
Personal Relationships, 10 , 175–204.
Ryals, L. and Knox, S. (2001) Cross-Functional
Issues in The Implementation of Relationship
Marketing Through Customer Relationship
Management,European Management Journal,
19 (5), October, 534–542.
Saren, M. J. and Tzokas, N. X. (1998) Some
Dangerous Axioms of Relationship Market-
ing,Journal of Strategic Marketing, 6 , 187–196.
Sheth, J. N. and Parvatiyar, A. (1995) Relation-
ship Marketing in Consumer Markets: Ante-
cedents and Consequences, Journal of the
Academy of Marketing Science, 23 (4), 255–271.
Shostack, L. G. (1977) Breaking Free From
Product Marketing, Journal of Marketing, 45
(April), 73–80.
Free download pdf