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RELATIONSHIP MARKETING
 
  1. Ahmed, P. K., & Rafiq, M. (2002). Internal marketing: Tools and concepts for customer-focused management. Oxford, England: Elsevier Butterworth-Heinemann.

  2. Brown, S. A.(2000). Customer relationship management: A strategic imperativein the world of e-business. New York, NY: John Wiley & Sons.

  3. Buttle, F. (2004). Customer relationship management: Concepts and tools. Oxford UK: Elsevier Butterworth Heinemann.

  4. Christopher, M., Payne, A., & Ballantyne, D. (1991). Relationship marketing: Bringing quality, customer service and marketing together. Oxford, England: Elsevier Butterworth-Heinemann.

  5. Gronroos, C. (1981). Internal marketing: An integral part of marketing theory. Proceedings of the American Marketing Association Service Marketing Conferences, 236-268.

  6. Gronroos, C. (2000). Creating relationship dialogue: Communication, interaction and value. The Marketing Review, 1(1), 5-15.

  7. Gummersson, E. (2002). Total relationship marketing: Marketing management, relationship strategy and CRM approaches for the network economy. Oxford, England: Elsevier Butterworth-Heinemann.

  8. Homburg, C., J., W. J., & Jensen, O. (2002). A configurational perspective on key account management. Journal of Marketing Research, 66(2), 38-61.

  9. Kempeners, M., & Van Der Hart, H. (1999). Designing account management organizations. Journal of Business and Industrial Marketing, 14(4), 310-355.

  10. Kotler, P., Armstrong, G., Saunders, J., & Wong, V. (2001). Principles of marketing. Harlow, England: Pearson Education.

  11. Kumar, V., & Reinartz, W. J.(2006). Customer relationship management: A database approach. New York, NY: John Wiley & Sons.

  12. Krapfel, J. R., Salmond, D., & Spekman, R. (1991). A strategic approach to managing buyer-seller relationships. European Journal of Marketing, 25(9), 22-48.

  13. Little, E., & Marandi, E. (2003). Relationship marketing management. London, England: South-Western Cengage Learning.

  14. McDonald, M. (2000). Key account management - a domain review. The Marketing Review, 1, 15-34.

  15. McDonald, M., Millman, T., & Rogers, B. (1997). Key account management: theory, practice and challenges. Journal of Marketing Management, 13(8), 737-757.

  16. Millman, T., & Wilson, K. (1996). Processual issues in key account management: underpinning the customer-facing organisation. Journal of Business and Industrial Marketing, 14(4), 328-337.

  17. Ojasalo, J. (2001). Key account management at company and individual levels in business-to-business relationships. Journal of Business and Industrial Marketing, 16(3), 199-218.

  18. Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.

  19. Rabb, G., Ajami, R. A., Gargeya, V. B. & Goddard, G. J (2008). Customer relationship management: A global perspective. Hampshire, England: Gower.

  20. Reichheld, F., Markey Jr, R, & Hopton, C. (2000). The loyalty effect: The relationship between loyalty and profits. European Business Journal, 12(3), 449-463.

  21. Schultz, R., & Evans, K. (2002). Strategic collaborative communication by key account representatives. Journal of Personal Selling and Sales Management, 22(1), 23-32.

  22. Selnes, F. (1998). Antecedents and consequences of trust and satisfaction in buyer-seller relationship. European Journal of Marketing, 32(3), 305-322.

  23. Shapiro, B., & Moriarty, R. T.(Eds.). (1984). Organising the national account force: Marketing Science Institute, MA.

  24. Zikmund, W. G., McLeod, R. Jr., & Gilbert, F. W.(2002). Customer relation management: Integrating marketing strategy and information technology. Hoboken, NJ: John Wiley & Sons.


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