relationship marketing

References

1. ^ Berry, Leonard (1983). Relationship Marketing. American Marketing Association, Chicago. p. 146. ISBN 0877571619.
2. ^ Fornell, C. and Wernerfelt, B. (1987) "Defensive marketing strategy by customer complaint management : a theoretical analysis", Journal of Marketing Research, November, 1987, pp 337-346
3. ^ Relationship Marketing. Butterworth-Heinemann, Oxford. 1991. p. 264. ISBN 0750648392.
4. ^ ^a b Gale, B.T.,Chapman., R.W. (1994) Managing Customer Value: Creating Quality and Service That Customers Can See New York: Free Press
5. ^ Gordon, Ian (1999). Relationship Marketing: New Strategies, Techniques and Technologies to Win the Customers You Want and Keep Them Forever. John Wiley and Sons Publishers. p. 336. ISBN 0471641731.
6. ^ Kotler, Philip, Armstrong, Gary, Saunders, John and Wong, Veronica. (1999). "Principles of Marketing" 2^nd ed. Prentice Hall Europe.
7. ^ Kotler, Philip, Armstrong, Gary, Saunders, John and Wong, Veronica. (1999)., p482
8. ^ ^a b c Kotler, Philip, Armstrong, Gary, Saunders, John and Wong, Veronica. (1999)., p483
9. ^ Reichheld, F. and Sasser, W. (1990) "Zero defects: quality comes to services", Harvard Business Review, Sept-Oct, 1990, pp 105-111
10. ^ Carrol, P. and Reichheld, F. (1992) "The fallacy of customer retention", Journal of Retail Banking, vol 13, no 4, 1992
11. ^ Buchanan, R. and Gilles, C. (1990) "Value managed relationship: The key to customer retention and profitability", European Management Journal, vol 8, no 4, 1990
12. ^ Ad, Marketing Spending to rise 3.9% in 2008, Media Post, Erik Sass July 16, 2008
13. ^ EMI Strategic Insights Report : The Viral Impact of Events, Event Marketing Institute 2007

• Dawkins, P. and Reichheld, F. (1990) "Customer Retention as a Competitive Weapon", Directors and Boards, vol 14, no 4, 1990
• George, W. (1990) "Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level",Journal of Business Research, vol 20, no 1, 1990, pp 63–70
• Levitt, T. (1983) "After the Sale is Over", Harvard Business Review, Sept-Oct, 1983
• McKenna, R. (1991) "Marketing is Everything", Harvard Business Review, Jan-Feb, 1991, pp 65–70 (ebook)
• Schneider, B. (1980) "The Service Organization: Climate Is Crucial", Organizational Dynamics, vol 9, no 2, 1980, pp 52–65
• Christopher, Payne and Ballantyne (1991) "Relationship Marketing: Bringing Quality, Customer Service and Marketing Together", Oxford, Butterworth Heinemann