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Full Description
The best papers from the Eleventh Annual Colloquium in Relationship Marketing held in Cheltenham, United Kingdom in 2003
The impact of a positive buyer-seller relationship on the profits and customer retention of any company should never be minimized. The Future of Relationship Marketing presents carefully chosen proceedings from the Eleventh Annual Colloquium in Relationship Marketing (Cheltenham, United Kingdom in 2003). Leading experts reveal the latest studies and provide unique insights into the behaviors and dynamic strategies needed to maximize a positive relationship with the all-important customer.
The Future of Relationship Marketing provides new and challenging findings important to anyone involved with buyer-seller relationships, brought together in one volume. This multidisciplinary collection of studies reaches beyond basic marketing strategies to provide a broad yet in-depth examination of the subject. The book links theory to practice, provides innovative methodologies for research, and forecasts what the future holds for relationship marketing. Each chapter is extensively referenced, and many include graphs and figures to reinforce concepts and ideas.
The Future of Relationship Marketing topics include:
dialogical interaction
customer trust, satisfaction, and loyalty
Customer Relational Management (CRM)
the question of whether variety-seeking behavior make customers bad
an analysis of underlying worldviews in relationship marketing
the positivist approach in organizational theory and strategy
the interpretativist approach in organizational theory and strategy
configuration theory
an analysis of CRM implementation models
buyer-seller face-to-face negotiations
The Future of Relationship Marketing gives the most recent information essential for researchers, educators, students, and professionals in customer relationship marketing.
Contents
Preface
The Future of Relationship Marketing (Adrian Palmer and David Bejou)
Relationship Marketing: The Challenge of Dialogical Interaction (Richard J. Varey and David Ballantyne)
Trust, Satisfaction and Loyalty in Customer Relationship Management: An Application of Justice Theory (Lyle R. Wetsch)
Are Variety-Seekers Bad Customers? An Analysis of the Role of Recommendations in the Service Profit Chain (Herbert Woratschek and Chris Horbel)
The 4Ps of Relational Marketing, Perspectives, Perceptions and Paradigms: Learnings from Organizational Theory and the Strategy Literature (Jaqueline Pels and Michael Saren)
An Exploratory Analysis of CRM Implementation Models (Stephan C. Henneberg)
Developing Buyer-Seller Relationships Through Face to Face Negotiations (Tracy G. Harwood)
Index
Reference Notes Included
