Value‐driven relational marketing: From products to resources and competencies

Journal of Marketing Management - Tập 13 Số 5 - Trang 407-419 - 1997
Christian Grönroos1
1Professor of Marketing and Head of the Marketing Department , Swedish School of Economics , Finland

Tóm tắt

Từ khóa


Tài liệu tham khảo

10.1177/009207039502300406

Berry L.L., 1983, Emerging Perspectives of ServicesMarketing, 25

10.1016/S0022-4359(05)80003-X

10.1177/009207039502300403

Blomqvist R., 1993, Relationsmarknadsföring. Strategi ochmetod för servicekonkurrens (Relationship Marketing. Strategy and Methods for Service Competition)

Calonius, H. “A Buying Process Model. In: Innovative marketing — A EuropeanPerspective.”. Proceedings from the XVIIth Annual Conference of the European Marketing Academy. Edited by: Blois, K. and Parkinson, S. England: University of Bradford.

Christopher M., 1992, Relationship Marketing. BringingQuality, Customer Service and Marketing Together

Grönroos C., 1982, Strategic Management and Marketing in the Service Sector

Grönroos C., 1992, Quality Management in Services, 129

Grönroos C., 1996, Asia‐Australia MarketingJournal, 4, 7, 10.1016/S1320-1646(96)70264-2

10.1108/03090569110139166

Gummesson E., 1995, Relationsmarknadsföring. Från 4P till 30R (Relationship marketing. From 4P to 30R)

Heskett J.L., 1994, Harvard Business Review, 164

Holmlund, M. and Törnroos, J.‐Å. Interactions, Relationships and Networks. Proceedings of the 12th International Conference on Industrial Marketing and Purchasing. “What are Relationships in Business Networks. Abstract”, Edited by: Gemünden, H.G., Ritter, T. and Walter, A. Vol. 2, September, pp.855–856. Germany: University of Karlsruhe.

Hunt S.D., 1994, MarketingManagement, 3, 19

Kotier P., 1991, Marketing Management. Analysis, Planning, and Control, 7

Lele M.M., 1994, Seminars in Marketing Management

Peters, G.Benchmarking CustomerService, 12–15. New York: Pitman Publishing.

Levitt T., 1969, The Marketing Mode

Monroe K.B., 1991, Pricing—Making Profitable Decisions

Nilson T.H., 1992, Value‐Added Marketing: Marketing for Superior Results

Peter J.P., 1993, Consumer Behavior and Marketing Strategy, 3

Peppers D., 1993, One‐to‐One Future: Building Relationships OneCustomer at a Time

10.1108/03090569610106626

Sheth, J.N. and Parvatiyar, A., eds. Relationship Marketing: Theory, Methods,and Applications. 1994 Research Conference Proceedings. June, Atlanta, GA: Center for Relationship Marketing, Emory University.

10.1177/009207039502300405

Treacy M., 1993, Harvard Business Review, 84

Webster F.E., 1994, Marketing Management, 3, 9

10.2307/1251446