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Relationship approach to marketing in service contexts: The marketing and organizational behavior interface

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  1. Pitt, Leyland F. & Foreman, Susan K., 1999. "Internal Marketing Role in Organizations: A Transaction Cost Perspective," Journal of Business Research, Elsevier, vol. 44(1), pages 25-36, January.
  2. repec:sgm:pzwzuw:v:1:y:2013:p:40-53 is not listed on IDEAS
  3. Jones, Eli & Busch, Paul & Dacin, Peter, 2003. "Firm market orientation and salesperson customer orientation: interpersonal and intrapersonal influences on customer service and retention in business-to-business buyer-seller relationships," Journal of Business Research, Elsevier, vol. 56(4), pages 323-340, April.
  4. Ndubisi, Nelson Oly, 2012. "Mindfulness, reliability, pre-emptive conflict handling, customer orientation and outcomes in Malaysia's healthcare sector," Journal of Business Research, Elsevier, vol. 65(4), pages 537-546.
  5. Susan Hart & GILLIAN HOGG, 1998. "Relationship Marketing in Corporate Legal Services," The Service Industries Journal, Taylor & Francis Journals, vol. 18(3), pages 55-69, July.
  6. Jaya Sangeetha, 2017. "Development of Scale for Service Quality, Satisfaction and Behavioral intentions: Middle Eastern Context," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 7(2), pages 1-4.
  7. Mota, Joao & Santos, Jose Novais, 2021. "Dynamic roles of suppliers in the specification of business services," Technological Forecasting and Social Change, Elsevier, vol. 164(C).
  8. Sheth, Jagdish N. & Parvatiyar, Atul, 1995. "The evolution of relationship marketing," International Business Review, Elsevier, vol. 4(4), pages 397-418.
  9. Lai, Kee-Hung, 2003. "Market orientation in quality-oriented organizations and its impact on their performance," International Journal of Production Economics, Elsevier, vol. 84(1), pages 17-34, April.
  10. Jie Li & Gong Sun & Zhiming Cheng, 2017. "The Influence of Political Skill on Salespersons’ Work Outcomes: A Resource Perspective," Journal of Business Ethics, Springer, vol. 141(3), pages 551-562, March.
  11. Ammar Ahmed & Ismail bin Lebai Othman, 2017. "The Impact of Strategic Attributes on Organizational Performance in Pakistan Banking Sector: A Review and Suggestions for Future Research," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(8), pages 371-387, August.
  12. Minseok Kim & Boyoung Kim & Sungho Oh, 2018. "Relational Benefit on Satisfaction and Durability in Strategic Corporate Social Responsibility," Sustainability, MDPI, vol. 10(4), pages 1-18, April.
  13. Juliette Passebois & Philippe Aurier, 2004. "Building consumer/arts institution relationships: An exploratory study in contemporary art museums," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 1(2), pages 75-88, December.
  14. Chul Woo Yoo, 2020. "An Exploration of the Role of Service Recovery in Negative Electronic Word-of-Mouth Management," Information Systems Frontiers, Springer, vol. 22(3), pages 719-734, June.
  15. Christine Ennew & Wyn Morgan & Tony Rayner, 1992. "Role of attitudes in the decision to use futures markets: The case of the London potato futures market," Agribusiness, John Wiley & Sons, Ltd., vol. 8(6), pages 561-573.
  16. Chenet, Pierre & Tynan, Caroline & Money, Arthur, 1999. "Service Performance Gap: Re-evaluation and Redevelopment," Journal of Business Research, Elsevier, vol. 46(2), pages 133-147, October.
  17. repec:sgm:pzwzuw:v:1:i:1:y:2013:p:40-53 is not listed on IDEAS
  18. Maia Seturi, 2024. "Exploring the importance of building strong customer relationships," Technology audit and production reserves, PC TECHNOLOGY CENTER, vol. 1(4(75)), pages 33-37, February.
  19. Chieh-Peng Lin & Wei-Ting Hung & Chou-Kang Chiu, 2008. "Being Good Citizens: Understanding a Mediating Mechanism of Organizational Commitment and Social Network Ties in OCBs," Journal of Business Ethics, Springer, vol. 81(3), pages 561-578, September.
  20. Maciej Mitrega, 2013. "Czy prosumpcja w dobie kryzysu to zjawisko jednowymiarowe? Eksploracja wsrod uzytkownikow portali spolecznosciowych. (Should we treat prosumption as one-dimensional phenomenon in the time of crisis? E," Problemy Zarzadzania, University of Warsaw, Faculty of Management, vol. 11(40), pages 40-53.
  21. Lusch, Robert F. & Boyt, Thomas & Schuler, Drue, 1996. "Employees as customers: The role of social controls and employee socialization in developing patronage," Journal of Business Research, Elsevier, vol. 35(3), pages 179-187, March.
  22. Mohammad Ovais & Mohammad Imran Wazir & Owais Mufti, 2011. "Pharmaceutical Personal Selling: Problems Prospects and Importance of Strategic Relationship Marketing," Business & Economic Review, Institute of Management Sciences, Peshawar, Pakistan, vol. 3(2), pages 1, October.
  23. Ologunebi, John, 2023. "An analysis of customer retention strategies in e-commerce fashion business in the UK: A case study of Primark," MPRA Paper 119040, University Library of Munich, Germany.
  24. Rust, Roland T. & Espinoza, Francine, 2006. "How technology advances influence business research and marketing strategy," Journal of Business Research, Elsevier, vol. 59(10-11), pages 1072-1078, October.
  25. Faryal Rehman & Muhammad Nouman, 2015. "Calibrating HRM and Marketing Practices for Job Satisfaction: The Role of Internal Marketing and Internal Market Orientation," Business & Economic Review, Institute of Management Sciences, Peshawar, Pakistan, vol. 7(2), pages 1-30, October.
  26. Han, Sehee & Min, Jinyoung & Lee, Heeseok, 2016. "Building relationships within corporate SNS accounts through social presence formation," International Journal of Information Management, Elsevier, vol. 36(6), pages 945-962.
  27. Haj-Salem, Narjes & Chebat, Jean-Charles, 2014. "The double-edged sword: The positive and negative effects of switching costs on customer exit and revenge," Journal of Business Research, Elsevier, vol. 67(6), pages 1106-1113.
  28. Nanda Kumar & Izak Benbasat, 2006. "Research Note: The Influence of Recommendations and Consumer Reviews on Evaluations of Websites," Information Systems Research, INFORMS, vol. 17(4), pages 425-439, December.
  29. Volpato, Giuseppe & Stocchetti, Andrea, 2009. "Old and new approaches to marketing. The quest of their epistemological roots," MPRA Paper 30841, University Library of Munich, Germany.
  30. Abdulmajeed K. Al-Otaiby & Emad A. Ismail, 2023. "Factors Influencing Switching Behavior of Telecom Customers in Saudi Arabia," International Journal of Business and Management, Canadian Center of Science and Education, vol. 17(12), pages 1-32, February.
  31. Dobni, Dawn & Ritchie, J. R. Brent & Zerbe, Wilf, 2000. "Organizational Values: The Inside View of Service Productivity," Journal of Business Research, Elsevier, vol. 47(2), pages 91-107, February.
  32. Wang, Wei-Tsong & Ou, Wei-Ming & Chen, Wen-Yin, 2019. "The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective," International Journal of Information Management, Elsevier, vol. 44(C), pages 178-193.
  33. Ennew, Christine T. & Binks, Martin R., 1999. "Impact of Participative Service Relationships on Quality, Satisfaction and Retention: An Exploratory Study," Journal of Business Research, Elsevier, vol. 46(2), pages 121-132, October.
  34. Thomas Anker & Peter Sandøe & Tanja Kamin & Klemens Kappel, 2011. "Health Branding Ethics," Journal of Business Ethics, Springer, vol. 104(1), pages 33-45, November.
  35. Cambra-Fierro, Jesús & Polo-Redondo, Yolanda & Trifu, Andreea, 2021. "Short-term and long-term effects of touchpoints on customer perceptions," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  36. José Torrão & Sandrina Teixeira, 2023. "The Antecedents of Customer Satisfaction in the Portuguese Telecommunications Sector," Sustainability, MDPI, vol. 15(3), pages 1-17, February.
  37. Kushwaha, Gyaneshwar Singh & Agrawal, Shiv Ratan, 2015. "An Indian customer surrounding 7P׳s of service marketing," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 85-95.
  38. Sheth, Jagdish N. & Parvatiyar, Atul & Sinha, Mona, 2012. "The conceptual foundations of relationship marketing: Review and synthesis," economic sociology. perspectives and conversations, Max Planck Institute for the Study of Societies, vol. 13(3), pages 4-26.
  39. Eriksson, Kent & Hadjikhani, Amjad, 2000. "Perceptual product connection in an international context," International Business Review, Elsevier, vol. 9(3), pages 301-320, June.
  40. Lambert, Abbie & Jones, Robert Paul & Clinton, Suzanne, 2021. "Employee engagement and the service profit chain in a quick-service restaurant organization," Journal of Business Research, Elsevier, vol. 135(C), pages 214-225.
  41. Choudhury, Koushiki, 2008. "Service Quality: Insights From The Indian Banking Scenario," Australasian marketing journal, Elsevier, vol. 16(1), pages 48-61.
  42. Sourav Bikash Borah & Srinivas Prakhya & Amalesh Sharma, 2020. "Leveraging service recovery strategies to reduce customer churn in an emerging market," Journal of the Academy of Marketing Science, Springer, vol. 48(5), pages 848-868, September.
  43. Deepa Wani & Manoj Malhotra & Jonathan Clark, 2021. "Strategic Service Design Attributes, Customer Experience, and Co‐Created Service Choice: Evidence from Florida Hospitals," Production and Operations Management, Production and Operations Management Society, vol. 30(1), pages 210-234, January.
  44. Christian Grönroos, 2017. "Relationship marketing and service: An update," Journal of Global Scholars of Marketing Science, Taylor & Francis Journals, vol. 27(3), pages 201-208, July.
  45. Musso, Fabio, 2005. "Le relazioni di guanxi per l’accesso ai business network cinesi [Guanxi relationships for access to Chinese business network]," MPRA Paper 31642, University Library of Munich, Germany.
  46. M. Balaji, 2015. "Investing in customer loyalty: the moderating role of relational characteristics," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 17-40, March.
  47. Donthu, Naveen & Kumar, Satish & Pattnaik, Debidutta, 2020. "Forty-five years of Journal of Business Research: A bibliometric analysis," Journal of Business Research, Elsevier, vol. 109(C), pages 1-14.
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