... ”, Journal of Relationship Marketing , Vol. 6 No. 1 , pp. 63 - 87 . Grönroos, C. (1984), “ Service quality model and its marketing implications ”, European Journal of Marketing , Vol. 18 No. 4 , pp. 36 - 44...

...Tsu‐Wei Yu; Feng‐Cheng Tung Purpose The purpose of this paper is to establish a model that identifies the causal relationship among relationship marketing types, service quality and relationship quality on customer loyalty. Design/methodology/approach Data for this study were collected using...

... firms with the knowledge needed to more effectively implement relationship‐marketing activities. As the service economy continues to grow, competition intensifies, and to ensure service excellence, firms need to establish strong relationships with their customers as the quality of the customer‐provider...

... thought that relationship marketing is “powerful in theory but troubled in practice” (Fournier et al., 1998 , p. 44), which is of paramount importance for managerial acceptance. According to Athanasopoulou's (2009) review, two‐thirds of the relationship quality studies come from a business...

...Marianna Sigala; Sergios Dimitriadis; Eric Stevens Purpose The purpose of this paper is to suggest an integrated framework for designing, implementing and evaluating a customer relationship marketing (CRM) system in service companies, based on a gap analysis. Design/methodology/approach...

... emerge for the management of service‐based buyer‐seller relationships. © Emerald Group Publishing Limited 2008 Buyer‐seller relationships Customer relations Relationship marketing Fitness centres 1. The quality of the offer. If the offer of the centre is rich...

...Juan Pablo Maicas Lopez; Yolanda Polo Redondo; Fco. Javier Sese Olivan Purpose The purpose of this research is to show how relationship marketing has recognized the importance of building long‐term relationships in increasing firms' profitability and guaranteeing their future viability. Owing...

... is important and that league wide cooperation in establishing it will increase attendance and, depending upon revenues generated from other sources, is profitable. Customer services quality Service quality assurance Sports Relationship marketing In recent times, the activities of sports clubs...

.... Customer: For those who entered at a bad time, it was a disaster. To me it was anyway… private banking was a catastrophe. And that… I won't ever forgive them. © Emerald Group Publishing Limited 2005 Buyer‐seller relationships Relationship marketing Private sector organizations Banking...

... least square method supported by an empirical investigation of customers in China. Customer retention Relationship marketing Customer satisfaction Brand loyalty Behaviour China Customer value is a strategic weapon in attracting and retaining customers and has become one of the most...

... pub”. We develop a high degree of comfort with them; we trust them, we rely on them; and we may even get to the stage where we feel we cannot live without them. © MCB UP Limited 2003 Customers Brands Relationship marketing Customer loyalty Despite the current organizational...

... . © MCB UP Limited 2003 Relationship marketing Customer loyalty Customer satisfaction Service industries Service quality To be, or not to be: that is the question: Whether ’tis nobler in the mind to suffer The slings and arrows of outrageous fortune, Or to take...

... perceived relationship quality will also be low. © MCB UP Limited 2002 Service quality Relationship marketing Services marketing Retail trade Australia In today’s marketplace, many service companies need to mobilise their internal energies in order to meet the challenges...

...Lawrence A. Crosby How can popular misconceptions about the nature of customer relationship marketing/management limit the effectiveness of this approach? How are companies misled by an over‐reliance on technology, lack of strategic perspective, use of faulty metrics, inadequate segmentation...

... has capitalized on these, using the successful television advertising campaign for the Clio as an example. Describes how the company’s relationship marketing efforts are being led by the television advertising. States that Renault’s training and benchmarking programmes have also played a significant...

... to be an effective form of building,maintaining and growing customer loyalty. Photograph. AND FOR OPENING A SPACE CADET ACCOUNT YOU GET A CAPTAIN CRUSANDER PHASER GUN AND GEOMETRY SET Customer care Customer loyalty Relationship marketing If you want to make your customers feel welcome...

...Adrian Payne The key to success in service business now lies with concentrating on,and retaining, existing customers. Marketing therefore must be seen as a total approach with the customer firmly at the centre. Describes the relationship marketing ladder as the progression from conversion...