Journal ArticleDOI
Relationship Selling: The Personalization of Relationship Marketing
TLDR
In this paper, the authors present a review of key components of relationship selling, different levels of relationships are explored and benefits of building relationships are summarized, including customer/prospect analysis, service quality, trust, personalized service and value added.About:
This article is published in Asia-Australia Marketing Journal.The article was published on 1994-08-01. It has received 36 citations till now. The article focuses on the topics: Relationship marketing & Personalization.read more
Citations
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Journal ArticleDOI
Understanding customer relationship management (CRM): People, process and technology
Injazz J. Chen,Karen Popovich +1 more
TL;DR: Managing a successful CRM implementation requires an integrated and balanced approach to technology, process, and people.
Journal ArticleDOI
Knowledge‐enabled customer relationship management: integrating customer relationship management and knowledge management concepts[1]
TL;DR: It is shown that the benefit of using CRM and KM can be enhanced and the risk of failure reduced by integrating both approaches into a customer knowledge management (CKM) model.
Journal ArticleDOI
Relationship Quality and Buyer–Seller Interactions in Channels of Distribution
TL;DR: In this paper, the authors consider how relationship marketing is manifest in actual interactions between buyers and sellers involved in on-going relationships with varying degrees of relationship quality and find that relatively higher quality relationships tend to exhibit more friendliness, less question asking, disagreement, and compliance behavior as compared with lower-quality relationships.
Journal ArticleDOI
Customer relationships with service personnel: Do we measure closeness, quality or strength?
TL;DR: The magnitude, degree or extent of a customer relationship with a service worker or provider/firm has variously been referred to in the services literature as relationship closeness, relationship quality, or relationship strength as mentioned in this paper.
Journal ArticleDOI
Beyond Sponsorship: Re-Framing Corporate-Sport Relationships
TL;DR: In this article, a framework for assessing interorganisational relationships between sport organisations and corporate sponsors is proposed, and three broad elements for consideration by sport organizations and potential or existing corporate sponsors are identified: context, mutually derived benefits and varying strengths of relationships.
References
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Journal ArticleDOI
Developing Buyer-Seller Relationships:
TL;DR: For example, this paper pointed out that most of the research and too many of the marketing strategies treat buyer-seller exchange as a primary concern. But, they also pointed out, "too much research and practice have focused persistently on exchange between buyers and sellers".
Journal ArticleDOI
Servicescapes: The Impact of Physical Surroundings on Customers and Employees:
TL;DR: A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees as mentioned in this paper, where the authors propose a typology for service organizations.
Journal ArticleDOI
Relationship Quality in Services Selling: An Interpersonal Influence Perspective:
TL;DR: In this article, the authors describe the role of relationship manager as the quality of the relationship between the salesperson and the customer, which is defined as "the quality of a salesperson's relationship with the customer".
Journal ArticleDOI
Social Ties and Word-of-Mouth Referral Behavior
TL;DR: In this paper, the relational properties of tie strength and homophily were employed to examine referral behavior at micro and macro levels of inquiry, showing that weak ties displayed an important bridging function allowing information to travel from one distinct subgroup of referral actors to another subgroup in the broader social system.
Book
Marketing Services: Competing Through Quality
Leonard L. Berry,A. Parasuraman +1 more
TL;DR: In this article, Leonard Berry and A. Parasuraman developed a model for understanding the relationship between quality and marketing in services and offer dozens of practical insights into ways to improve services marketing.