Relationship marketing for competitive advantage : winning and keeping customers

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245 0 0 ‡aRelationship marketing for competitive advantage : ‡bwinning and keeping customers / ‡cAdrian Payne [and others].
260 ⊔ ⊔ ‡aOxford ; ‡aBoston : ‡bButterworth-Heinemann, ‡cc1995.
300 ⊔ ⊔ ‡ax, 304 p. : ‡bill. ; ‡c25 cm
336 ⊔ ⊔ ‡atext ‡btxt ‡2rdacontent
337 ⊔ ⊔ ‡aunmediated ‡bn ‡2rdamedia
338 ⊔ ⊔ ‡avolume ‡bnc ‡2rdacarrier
500 ⊔ ⊔ ‡a"Published on behalf of the Chartered Institute of Marketing"
504 ⊔ ⊔ ‡aIncludes bibliographical references and index.
505 2 ⊔ ‡a1. Relationship marketing - key concepts -- 2. Relationship marketing - industrial perspectives -- After the sale is over / T. Levitt -- Build customer relationships that last / B. Bund Jackson -- Interaction approach to organizational buying behaviour / N. C. G. Campbell -- 3. Relationship marketing - services perspective -- Relationship marketing / L. L. Berry -- Relationship retailing: transforming customers into clients / L. L. Berry and L. G. Gresham -- Relationship approach to marketing in service contexts: the marketing and organizational behaviour interface / C. Gronroos -- 4. Climate and culture -- service organization: climate is crucial / B. Schneider -- Corporate strategy and corporate culture: the view from the checkout / E. Ogbonna and B. Wilkinson -- Using internal marketing to develop a new culture - the case of Ericsson Quality / E. Gummesson -- 5. Achieving employee commitment -- empowerment of service workers; what, why, how and when / D. E. Bowen and E. E. Lawler -- real meaning of empowerment / J. Pickard -- Enfranchisement of service workers / L. A. Schlesinger and J. L. Heskett -- 6. Delivering customer satisfaction -- Planning the service encounter / G. L. Shostack -- conceptual model of service quality and its implications for future research / A. Parasuraman, V. A. Zeithaml and L. L. Berry -- Segmentation of markets based on customer service / A. Sharma and D. M. Lambert -- 7. Generating customer commitment -- Loyalty and the renaissance of marketing / F. A. Reichheld -- Value managed relationships: the key to customer retention and profitability / R. W. T. Buchanan and C. S. Gillies -- Marketing to existing clients / D. Maister -- 8. Planning and developing relationship strategies -- marketing approach for customer retention / L. J. Rosenberg and J. A. Czepiel -- role and status of UK database marketing / K. Fletcher, C. Wheeler and J. Wright -- Designing a customer retention plan / G. DeSouza.
538 ⊔ ⊔ ‡aMode of access: Internet.
650 ⊔ 0 ‡aCustomer services. ‡0http://id.loc.gov/authorities/subjects/sh85034965
650 ⊔ 0 ‡aCustomer relations. ‡0http://id.loc.gov/authorities/subjects/sh85034963
650 ⊔ 0 ‡aMarketing. ‡0http://id.loc.gov/authorities/subjects/sh85081333
710 2 ⊔ ‡aChartered Institute of Marketing. ‡0http://id.loc.gov/authorities/names/n91003481 ‡1http://id.loc.gov/rwo/agents/n91003481
830 ⊔ 0 ‡aMarketing series (London, England) ‡0http://id.loc.gov/authorities/names/n86701142
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