...Denise Linda Parris; Adrien Bouchet; Jon Welty Peachey; Danny Arnold Customer relationship management Organizational change Stakeholder theory Institutional theory Service innovation Relationship marketing © Emerald Group Publishing Limited 2016 Emerald Group Publishing Limited...

...Hyunju Shin; Alexander E. Ellinger Purpose – Although service guarantees are generally believed to give firms a competitive edge, much remains to be learned about the value of, and return on, this customer relationship management strategy. This study aims to examine the influence of implicit...

... did not withdraw their ban. Relationship marketing Customer relationship management Relationship dissolution Unprofitable customer abandonment Field research Experimental design Customer survey With respect to tie strength we assume that the relationships expressed in H1...

... Group Publishing Limited 2012 Information asymmetry Relationship marketing Relational bonds Relationship quality Future intentions Banking Customer relationship management An executive summary for managers and executive readers can be found at the end of this article. Gone...

... 2012 Customer satisfaction Customer loyalty Customer value Customer relationship management An executive summary for managers and executive readers can be found at the end of this article. Fostering satisfaction and loyalty with customers is paramount. Research shows...

... Relationship marketing Customers Customer retention Customer relationship management Customer loyalty An executive summary for managers and executive readers can be found at the end of this article. Even among service providers who consistently provide stellar service, service problems...

...: the exploration of additional types of benefits and the segmentation of customers according to these benefits. Relational benefits Relational costs Segmentation Relationship marketing Banking Customer relationship management An executive summary for managers and executive readers can be found...

...), The Social Psychology of Groups , Wiley , New York, NY . Vaughn , G. and Hogg , M. (2002), Introduction to Social Psychology , Prentice Hall , Sydney . Verhoef , P. (2003), “ Understanding the effect of customer relationship management efforts on customer retention...