Showing papers in "Journal of Relationship Marketing in 2020"
TL;DR: In this era, social media platform is integrated into the marketing strategy as discussed by the authors, this new technology sets out new mechanisms and communication tools that companies can rely on to interact and engage w...
Abstract: In this era, social media platform is integrated into the marketing strategy. This new technology sets out new mechanisms and communication tools that companies can rely on to interact and engage w...
144 citations
TL;DR: In this paper, the authors investigated the impact of customer relationship management and company reputation on customer loyalty with customer satisfaction mediating the relation among small and medium-size companies in terms of customer satisfaction.
Abstract: This study investigates the impact of customer relationship management (CRM) and company reputation on customer loyalty with customer satisfaction mediating the relation among small and medium-size...
64 citations
TL;DR: In this paper, the authors analyze the forms of engagement generated from the endorsement of products by digital influencers on Instagram, considering the characteristics of their online posts, and propose a qualitat...
Abstract: The article aims to analyze the forms of engagement generated from the endorsement of products by digital influencers on Instagram, considering the characteristics of their online posts. A qualitat...
54 citations
TL;DR: Brand love is a phenomenon that is experienced by a group of satisfied consumers as discussed by the authors, and the construct of brand love is of great importance to academics and practitioners because a group satisfied custome...
Abstract: Brand love is a phenomenon that is experienced by a group of satisfied consumers. The construct brand love is of great importance to academics and practitioners because a group of satisfied custome...
52 citations
TL;DR: In this paper, a uCRM helps to enhance promptness, context awareness, and mobility in the context of customer relationship management (uCRM) in a timely manner.
Abstract: Ubiquitous Customer Relationship Management (uCRM) signifies the realization of special characteristics, including proactiveness, context awareness, and mobility. This uCRM helps to enhance promptn...
39 citations
TL;DR: In this paper, the indirect effect of employee empathy on service loyalty through the intervening effect of trust in and satisfaction with service employees during service interactions was examined, and it was shown that the effect of empathic trust in service employees on customer service loyalty was significant.
Abstract: This study examines the indirect effect of employee empathy on service loyalty through the intervening effect of trust in and satisfaction with service employees during service interactions. Data w...
35 citations
TL;DR: In the last several decades the internal marketing (IM) concept has emerged as a key notion in marketing and human resource management debates on future development as discussed by the authors, which refers to the fact tha...
Abstract: In the last several decades the internal marketing (IM) concept has emerged as a key notion in marketing and human resource management (HRM) debates on future development. IM refers to the fact tha...
21 citations
TL;DR: In this article, an empirical study aimed at investigating the effect of marketing innovativeness, market sensing capabilities and customer relationship management on marketing performance was conducted, and the results showed that the impact of these factors on the performance of marketing was significant.
Abstract: This paper is an empirical study aimed at investigating the effect of marketing innovativeness, market sensing capabilities and customer relationship management on marketing performance. The resear...
16 citations
TL;DR: In this article, the authors examine if variables widely studied in B2C contribute to building strong relationships in the B2B markets and analyzes the existence of differences across retailers.
Abstract: The present paper aims to examine if variables widely studied in B2C contribute to building strong relationships in B2B markets. Moreover, it analyzes the existence of differences across retailers ...
12 citations
TL;DR: In the era of the Internet and networking, stakeholders increasingly acquire power by influencing brand value and meanings as discussed by the authors. However, this does not imply that marketing managers have lost their powe...
Abstract: In the era of the Internet and networking, stakeholders increasingly acquire power by influencing brand value and meanings. However, this does not imply that marketing managers have lost their powe...
12 citations
TL;DR: The authors verifies whether perceived justice, from customers in the treatment of a complaint, influences satisfaction and generates positive behavioral intention, the trust and affective commitment, and generate positive behavior intention.
Abstract: This research verifies whether perceived justice, from customers in the treatment of a complaint, influences satisfaction and generates positive behavioral intention, the trust and affective commit...
TL;DR: In this paper, the authors examine the interrelationships among value co-creation, switching costs, and customer share in both business-to-business (B2B) and B2C (C2C) networks.
Abstract: The purpose of this study is to examine the interrelationships among value co-creation, switching costs (SC), and customer share (CS) in both business-to-business (B2B) and business-to-consumer (B2...
TL;DR: The authors explored the dissemination of positively and negatively valanced price information as well as the role of social ties and social ties in the process of price-related word-of-mouth.
Abstract: This study sheds light on the process of price-related word-of-mouth by exploring the dissemination of positively and negatively valanced price information as well as the role of social ties and ma...
TL;DR: In this paper, the uniqueness of Chinese culture and relationship marketing cannot be interpreted directly from the extant theories developed in Western society, and using qualitative research, the authors construc...
Abstract: Due to the uniqueness of Chinese culture, relationship marketing cannot be interpreted directly from the extant theories developed in Western society. Using qualitative research, the study construc...
TL;DR: In this article, the diversity of research in this context revealed a gap between consumers and their service providers, and the quality of service quality is a major driver enhancing and consolidating the relationship between consumers.
Abstract: Today, service quality is a major driver enhancing and consolidating the relationship between consumers and their service providers. The diversity of research in this context revealed a gap between...
TL;DR: In this paper, the authors include relationship norms as a possible determinant of customer experience, however, these studies do not consider relationship norms in the context of customer experiences. Nevertheles...
Abstract: Much research has been conducted into the determinants of customer experience. However, these studies do not include relationship norms as a possible determinant of customer experience. Nevertheles...
TL;DR: In this article, the emphasis is on securing the benefits of all the categories in the chain and providing ways to improve the performance of the chain in order to achieve the desired results.
Abstract: In the new approach to the supply chain, the emphasis is on securing the benefits of all the categories in the chain and providing ways to improve the performance of the chain in order to achieve t...
TL;DR: In this article, the authors explore the relations between recovery efforts and causal attributions, satisfacti cation, and service recovery remains a topic of considerable interest for both academics and practitioners.
Abstract: Service recovery remains a topic of considerable interest for both academics and practitioners. This paper aims to explore the relations between recovery efforts and causal attributions, satisfacti...