Relationship marketing for competitive advantage : winning and keeping customers / Adrian Payne ... [et al.].
Material type:
TextPublication details: Oxford ; Boston : Butterworth-Heinemann, 1998, c1995.Description: x, 304 p. : ill. ; 25 cmISBN: - 0750640170 (pbk.)
- 9780750620208
- 9780750640176
- HF5415. 5.R455
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| HF5415 .5 Profitable Customers | HF5415 .5 Profitable Customers | HF5415 .5 Profitable Customers | HF5415. 5.R455 Relationship marketing for competitive advantage : | HF5415. 5.R455 Relationship marketing for competitive advantage : | HF5415 .6314 Principles of marketing | HF5415 .636 Principles of marketing |
"Published on behalf of the Chartered Institute of Marketing".
Includes index.
After the sale is over / T. Levitt --
Build customer relationships that last / B. Bund Jackson --
An interaction approach to organizational buying behavior / N.C.G. Campbell --
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. Grönroos --
The service organization : climate is crucial / B. Schneider --
Corporate strategy and corporate culture : the view from the checkout / E. Ogbonna and B. Wilkonson --
Using internal marketing to develop a new culture : the case of Ericsson quality / E. Gummesson --
The empowerment of service workers ; what, why, how and when / D.E. Bowen and E.E. Lawler --
The real meaning of empowerment / J. Pickard --
Enfranchisement of service workers / L.A. Schlesinger and J.L. Heskett --
Planning the service encounter / G.L. Shostack --
A 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 --
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 --
A marketing approach for customer retention / L.J. Rosenberg and J.A. Czepiel --
The role and status of UK database marketing / K. Fletcher, C. Wheeler and J. Wright --
Designing a customer retention plan / G. DeSouza.
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