Relationship Marketing Strategy and implementation

(Nora) #1
35 Schneider, B. (1980). The service organisation: Climate is crucial.
Organizational Dynamics, Autumn, 52–65.
36 Atkinson, J. (1989). Four stages of adjustment to the demographic
downturn. Personnel Management, August, 20–24.
37 Webster, F.E. and Wind, Y. (1972). Organisational Buying Behaviour,
Prentice Hall, Englewood Cliffs, 78–80.
38 Hunt, S.D. and Morgan, R.M. (1994). Relationship marketing in
the era of network competition. Marketing Management, 3 , No. 1,
18–28.
39 Christopher, M. (1995). Networks and logistics: Managing supply
chain relationships, paper presented to the third international col-
loquium in Relationship Marketing, Monash University,
Melbourne.
40 Peck, H.L. (1997). Towards a framework of relationship marketing:
Methodology and initial case study, Cranfield Working Paper Series
SWP 97. Cranfield School of Management, Cranfield University.
41 Ohmae, K. (1989). The global logic of strategic alliances. Harvard
Business Review, March–April, 143–154.
42 Gummesson, E. (1996). Towards a theoretical framework of rela-
tionship marketing. In Proceedings of the International Conference
on Relationship Marketing, Berlin, 5–18.
43 Rosenbluth, H. and Peters, D.M. (1992). The Customer Comes
Second and Other Secrets of Exceptional Service, Marrow, New York.
44 Reichheld, F.F. (1994). Loyalty and the renaissance of marketing.
Marketing Management, 2 , No. 4, 10–21.
45 Reichheld, F.F. (1996). The Loyalty Effect: The hidden force behind
growth, profits, and lasting value, Harvard Business School Press,
Boston.
46 Coyne, K.P. and Subramaniam, S. (1996). Bringing discipline to
strategy. The McKinsey Quarterly, 4 , 14–25.
47 Coyne, K.P., Hall, S.J.D. and Clifford, P.G. (1997). Is your core
competence a mirage? The McKinsey Quarterly, 1 , 40–54.
48 Millman, A.F. (1993). The emerging concept of relationship marketing.
Paper presented at the ninth annual IMP conference, Bath, 23–25
September.
49 Dill, W.R. (1975). Public participation in corporate planning:
Strategic management in a Kibitzer’s world. Long Range Planning,
February, 57–63.
50 Freeman, R.E. and Reed, D.L. (1983). Stockholders and stake-
holders: A new perspective on corporate governance. California
Management Review, 25 , No. 3, Spring, 88–106.

Relationship marketing: The six markets framework 31

Free download pdf