The Future of Relationship Marketing

David Bejou, Adrian Palmer

• Publisher: Routledge
• Year: 2013
• Print ISBN: 9780789031624
• eBook ISBN: 9781317972341
• Topic: Business
• Subtopic: Business General
• Index: Business

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.

Index

In this index, page numbers followed by the letter “f” designate figures; page numbers followed by the letter “t” designate tables.

Adaptive strategy, 67

Ahlstrand, B., 61, 66, 68, 75

Ansoff, H.I., 68-69

B2B markets, 22-23

Baiman, S., 108

Bain, 98

Ballantyne, D., 2, 5, 11, 14

Barksdale, H., Jr., 107

Barnes, J.G., 19

Behavioral theory, 68

Bejou, D., 1

Bellenger, D., 107

Bohm, D.G., 72

Boles, J., 106

Boulding, K.E., 71

Bourgeois, L.J., III, 61-62, 75

Brashear, T., 106

Broderick, A., 110

Brodwin, D.R., 75

Buber, M., 20-21

Buyer-seller relationships, development of, face-to-face negotiations in, 105-122

analysis of findings related to, 113-115, 114f

introduction to, 106

literature review in, 106-111

marketing networks in, 109

recommendations related to, 115-117, 116f

relational development in, 110-111

research methodology in, 111-113

Caldwell, N., 115

Chaffee, E.E., 66-67, 74-75

Chandler, A.D., Jr., 68

Christopher, M., 2, 22

Cognitive school, 75-76

Collective cognition process, strategy as, 77

Collective strategy, 77

Colquitt, J.A., 36

Communication

marketing, common sense of, 13-16, 15f

word-of-mouth, of different customer segments, 50-54, 52f, 53f, 54t

Configuration school, 78-79

Contingency theory, 65, 78

Copy/duplicate theory of meaning, 16

CRM. See Customer relationship management (CRM)

Cronin, J.J., 7

Cultural school,...

Table of contents

• Cover
• Half Title
• Title Page
• Copyright Page
• Table of Contents
• Preface
• The Future of Relationship Marketing
• Relationship Marketing and the Challenge of Dialogical Interaction
• Trust, Satisfaction and Loyalty in Customer Relationship Management: An Application of Justice Theory
• Are Variety-Seekers Bad Customers? An Analysis of the Role of Recommendations in the Service Profit Chain
• The 4Ps of Relational Marketing, Perspectives, Perceptions, Paradoxes and Paradigms: Learnings from Organizational Theory and the Strategy Literature
• An Exploratory Analysis of CRM Implementation Models
• Developing Buyer-Seller Relationships Through Face-to-Face Negotiations
• Index