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Nelson Oly Ndubisi - One of the best experts on this subject based on the ideXlab platform.
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Relationship Marketing customer satisfaction and loyalty a theoretical and empirical analysis from an asian perspective
Journal of International Consumer Marketing, 2008Co-Authors: Nelson Oly Ndubisi, Naresh K Malhotra, Chan Kok WahAbstract:The purpose of this article is to theoretically and empirically analyze Relationship Marketing (RM), customer satisfaction, and customer loyalty from an Asian perspective. A field survey of bank customers in Malaysia was conducted using a questionnaire. The data were factor-analyzed to determine the key dimensions of RM. The resulting dimensions were applied in the subsequent hierarchical multiple regression analysis conducted to determine the Relationship between the Relationship Marketing dimensions (competence, communication and conflict handling), customer satisfaction, and customer loyalty.
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Relationship Marketing and customer loyalty
Marketing Intelligence & Planning, 2007Co-Authors: Nelson Oly NdubisiAbstract:Purpose – To examine the impact of Relationship Marketing strategy on customer loyalty.Design/methodology/approach – A questionnaire derived from previous studies and the relevant literature was completed by 220 bank customers in Malaysia. Multiple regression analysis assessed the impact on customer loyalty of four key constructs of Relationship Marketing (trust, commitment, communication and conflict handling).Findings – The four variables have a significant effect and predict a good proportion of the variance in customer loyalty. Moreover, they are significantly related to one another.Research limitations/implications – The Relationships investigated in this study deserve further research. Because the data analysed were collected from one sector of the service industry in one country, more studies are required before general conclusions can be drawn.Practical implications – It is reasonable to conclude, on this evidence, that customer loyalty can be created, reinforced and retained by Marketing plans ai...
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effect of gender on customer loyalty a Relationship Marketing approach
Marketing Intelligence & Planning, 2006Co-Authors: Nelson Oly NdubisiAbstract:Purpose – This paper aims to investigate the role of gender in the association of Relationship Marketing underpinnings (namely trust, commitment, communication, and conflict handling) with customer loyalty.Design/methodology/approach – Data for the research were collected through a survey of customers of banks in Malaysia. Hierarchical Multiple Regression Analysis (HMRA) was used to estimate the moderation effect of gender in the RM‐customer loyalty Relationship.Findings – The results show that the four underpinnings of Relationship Marketing are directly associated with customer loyalty. Significant gender difference exists in the trust‐loyalty Relationship. Women are significantly more loyal than men at higher levels of trust in the bank. Gender does not moderate the Relationship between commitment, communication, conflict handling and loyalty.Research limitations/implications – The research focuses on banking services; further research in other sectors may be necessary before generalization can be made...
Jagdish N. Sheth - One of the best experts on this subject based on the ideXlab platform.
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does Relationship Marketing matter in online retailing a meta analytic approach
Social Science Research Network, 2016Co-Authors: Varsha Verma, Jagdish N. Sheth, Dheeraj SharmaAbstract:Building on the meta-analytic model suggested by Palmatier et al. Journal of Marketing, 70, 136–153, (2006), this study extends the Relationship Marketing framework to the domain of online retailing to identify what strategies help build Relationships with online customers. Specifically, this meta-analytic study identifies key antecedents and consequences of Relationship Marketing in online retailing. The study also examines the Relationship between the four mediators — trust, commitment, Relationship quality, and Relationship satisfaction — and the antecedents and consequences of Relationship Marketing. Similarity and seller expertise were found to have the strongest impact on relational mediators, and word of mouth was the most critical outcome of Relationship Marketing efforts. The model proffered in this study will motivate hypotheses to be examined by future researchers. The model also helps managers to identify the key drivers of Relationship Marketing in online retailing.
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the conceptual foundations of Relationship Marketing review and synthesis
Economic Sociology, 2015Co-Authors: Jagdish N. Sheth, Atul Parvatiyar, Mona SinhaAbstract:The present review is devoted to a rapidly developing area of Marketing - Relationship Marketing. The authors suggest that the conceptual foundations of it are not currently well developed but forecast that it will transform into a discipline in the near future. They outline two approaches to the definition of Relationship Marketing and provide their own definition, emphasizing such aspects as collaboration, creation and enhancement of value for those who are involved in Relationships. The authors trace the origins of Relationship Marketing, describing the importance of a range of factors that contribute to the increasing importance of Relationship Marketing today, such as the development of services, communication with the end consumer, etc. A section of this work examines the development of theoretical approaches: the authors argue that Marketing originated in economics, which tended to ignore issues related to distribution systems. They also show that questions concerning Relationship Marketing were considered even before the term itself was introduced. In the final section, the authors touch upon the models that describe processes in relational Marketing and analyze its components step-by-step. The authors highlight three core aspects of relational Marketing: setting a purpose, choosing parties and program formation. In the conclusion the authors describe three possible levels of future studies in this area - the concept level, model level and process level - and specifics of each level are characterized.
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evolving Relationship Marketing into a discipline
Journal of Relationship Marketing, 2002Co-Authors: Jagdish N. Sheth, Atul ParvatiyarAbstract:Abstract Relationship Marketing is considered a paradigm change in both academic and practitioner literature. However, despite its popularity, Relationship Marketing has not yet evolved into becoming a discipline. The authors propose focus on eight areas to help Relationship Marketing evolve into a discipline. They compare the successful evolution of consumer behavior, services Marketing and Marketing strategy with the failure of international Marketing, social Marketing and business Marketing as a discipline.
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handbook of Relationship Marketing
1999Co-Authors: Jagdish N. Sheth, Atul ParvatiyarAbstract:PART ONE: DOMAIN, EVOLUTION AND GROWTH OF Relationship Marketing: ALTERNATIVE PERSPECTIVES The Domain and Conceptual Foundations of Relationship Marketing - Atul Parvatiyar and Jagdish N Sheth Relationship Marketing - Adrian Payne The UK Perspective The IMP Perspective - H[accent]akan H[accent]akansson and Ivan Snehota Asset and Liability of Business Relationships Relationship Marketing - Christian Groenroos The Nordic School Perspective The Evolution of Relationship Marketing - Jagdish N Sheth and Atul Parvatiyar PART TWO: CONCEPTUAL AND THEORETICAL FOUNDATIONS OF Relationship Marketing Relationship Marketing of Services - Leonard L Berry Growing Interest, Emerging Perspectives Relationship Marketing in Consumer Markets - Jagdish N Sheth and Atul Parvatiyar Antecedents and Consequences Relationship Marketing and Distribution Channels - Barton A Weitz and Sandy D Jap An Integrated Model of Buyer-Seller Relationships - David T Wilson Strategic Alliances - P Rajan Vardarajan and Margaret H Cunningham A Synthesis of Conceptual Foundations Towards a Theory of Business Alliance Formation - Jagdish N Sheth and Atul Parvatiyar PART THREE: PARTNERING FOR Relationship Marketing Relationship Marketing in Mass Markets - C B Bhattacharya and Ruth N Bolton Membership Customers and Relationship Marketing - Thomas W Gruen Affinity Partnering - Vanitha Swaminathan and Srinivas K Reddy Conceptualization and Issues Relationship Marketing and Key Account Management - Joseph P Cannon and Narakesari Narayandas Horizontal Alliances for Relationship Marketing - David W Cravens and Karen S Cravens Supplier Partnering - John T Mentzer PART FOUR: ENABLERS OF Relationship Marketing Relationship Marketing and Marketing Strategy - Robert M Morgan The Evolution of Relationship Marketing Strategy within the Organization Organizing for Relationship Marketing - Ian Gordon Information Technology - Rajendra S Sisodia and David B Wolfe Its Role in Building, Maintaining and Enhancing Relationships Customer Profitability - Kaj Storbacka Analysis and Design Issues PART FIVE: TEACHING AND RESEARCH IMPLICATIONS OF Relationship Marketing Developing a Curriculum to Enhance Teaching of Relationship Marketing - Joseph P Cannon and Jagdish N Sheth Relationship Marketing - Jagdish N Sheth Paradigm Shift or Shaft?
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The evolution of Relationship Marketing
International Business Review, 1995Co-Authors: Jagdish N. Sheth, Atul ParvatiyarAbstract:Relationship Marketing is emerging as a new phenomenon. However, Relationship oriented Marketing practices date back to the pre-Industrial era. In this article, we trace the history of Marketing practices and illustrate how the advent of mass production, the emergence of middlemen, and the separation of the producer from the consumer in the Industrial era led to a transactional focus of Marketing. Now, due to technological advances, direct Marketing is staging a comeback, leading to a Relationship orientation. The authors contend that with the evolution of Relationship Marketing, the hitherto prominent exchange paradigm of Marketing will be insufficient to explain the growing Marketing phenomena of collaborative involvement of customers in the production process. An alternate paradigm of Marketing needs to be developed that is more process rather than outcome oriented, and emphasizes value creation rather than value distribution. © 1995.
Leonard L Berry - One of the best experts on this subject based on the ideXlab platform.
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Relationship Marketing of services perspectives from 1983 and 2000
Journal of Relationship Marketing, 2002Co-Authors: Leonard L BerryAbstract:Abstract In 1983 the author presented a paper entitled simply “Relationship Marketing” at the American Marketing Association's Services Marketing Conference. The paper was published in the conference proceedings and for the first time the phrase “Relationship Marketing” appeared in the Marketing literature. For this charter issue of the Journal of Relationship Marketing, the original 1983 paper is reprinted in full. The author then offers fresh perspectives on his paper in the form of a commentary.
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Relationship Marketing of services growing interest emerging perspectives
Journal of the Academy of Marketing Science, 1995Co-Authors: Leonard L BerryAbstract:Relationship Marketing is an old idea but a new focus now at the forefront of services Marketing practice and academic research. The impetus for its development has come from the maturing of services Marketing with the emphasis on quality, increased recognition of potential benefits for the firm and the customer, and technological advances. Accelerating interest and active research are extending the concept to incorporate newer, more sophisticated viewpoints. Emerging perspectives explored here include targeting profitable customers, using the strongest possible strategies for customer bonding, Marketing to employees and other stakeholders, and building trust as a Marketing tool. Although Relationship Marketing is developing, more research is needed before it reaches maturity. A baker’s dozen of researchable questions suggests some future directions.
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Relationship Marketing of services growing interest emerging perspectives
Journal of the Academy of Marketing Science, 1995Co-Authors: Leonard L BerryAbstract:Relationship Marketing is an old idea but a new focus now at the forefront of services Marketing practice and academic research. The impetus for its development has come from the maturing of services Marketing with the emphasis on quality, increased recognition of potential benefits for the firm and the customer, and technological advances. Accelerating interest and active research are extending the concept to incorporate newer, more sophisticated viewpoints. Emerging perspectives explored here include targeting profitable customers, using the strongest possible strategies for customer bonding, Marketing to employees and other stakeholders, and building trust as a Marketing tool. Although Relationship Marketing is developing, more research is needed before it reaches maturity. A baker’s dozen of researchable questions suggests some future directions.
Irina V. Kozlenkova - One of the best experts on this subject based on the ideXlab platform.
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Online Relationship Marketing
Journal of the Academy of Marketing Science, 2019Co-Authors: Lena Steinhoff, Scott Weaven, Denni Arli, Irina V. KozlenkovaAbstract:Online interactions have emerged as a dominant exchange mode for companies and customers. Cultivating online Relationships—defined as relational exchanges that are mediated by Internet-based channels—presents firms with challenges and opportunities. In lockstep with exponential advancements in computing technology, a rich and ever-evolving toolbox is available to Relationship marketers to manage customer Relationships online, in settings including e-commerce, social media, online communities, mobile, big data, artificial intelligence, and augmented reality. To advance academic knowledge and guide managerial decision making, this study offers a comprehensive analysis of online Relationship Marketing in terms of its conceptual foundations, evolution in business practice, and empirical insights from academic research. The authors propose an evolving theory of online Relationship Marketing, characterizing online Relationships as uniquely seamless, networked, omnichannel, personalized, and anthropomorphized. Based on these five essential features, six tenets and 11 corresponding propositions parsimoniously predict the performance effects of the manifold online Relationship Marketing strategies.
Sheena Lovia Boateng - One of the best experts on this subject based on the ideXlab platform.
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online Relationship Marketing and customer loyalty a signaling theory perspective
International Journal of Bank Marketing, 2019Co-Authors: Sheena Lovia BoatengAbstract:Online technologies have, in recent times, revolutionized the process of Relationship building between firms and their customers. Nonetheless, there is a limited focus and theorization when it comes to explaining the link between online Relationship Marketing (ORM) activities and their impact on firm Relationship Marketing (RM) objectives. Thus, the purpose of this paper is to examine the signaling role of ORM activities in generating online trust and customer loyalty, through the lens of the signaling theory.,Data for the study were gathered through a survey of 429 Ghanaian retail bank customers. Results were analyzed using structural equation modeling techniques.,The paper highlights the signaling role of engagement and interactivity online in influencing banks’ RM outcomes per the signaling theory. It concludes that bank’s online Relationship activities, over and above the online tools utilized, need to communicate appropriate and useful signals in order to positively influence online trust and loyalty among customers.,The study, in its uniqueness, utilizes the signaling theory to explain the role and impact of online RM activities in the banking industry.
