Building personalised relationships with customers via emails

References

• Adelman , M. B. , Ahuvia , A. and Goodwin , C. 1994 . “ Beyond smiling: Social support and service quality ” . In Service quality: New directions in theory and practice , Edited by: Rust , R. T. and Oliver , R. L. 139 – 172 . Thousand Oaks, CA : Sage .
   Google Scholar
• Alajoutsijärvi , K. , Mannermaa , K. and Tikkanen , H. 2000 . Customer relationships and the small software firm: A framework for understanding challenges faced in marketing . Information & Management , 37 ( 3 ) : 153 – 159 .
   Web of Science ®Google Scholar
• Anderson , J. C. and Gerbing , D. W. 1998 . Structural equation modeling in practice: A review and recommended two-step approach . Psychological Bulletin , 103 ( 3 ) : 411 – 423 .
   Web of Science ®Google Scholar
• Berry , L. L. 1995 . Relationship marketing of services – growing interest, emerging perspectives . Journal of the Academy of Marketing Science , 23 ( 4 ) : 236 – 245 .
   Google Scholar
• Bharatia , P. and Bergb , D. 2005 . Service quality from the other side: Information systems management at Duquesne Light . International Journal of Information Management , 25 ( 4 ) : 367 – 380 .
   Web of Science ®Google Scholar
• Bitner , M. J. 1990 . Evaluating service encounters: The effect of physical surroundings and employee responses . Journal of Marketing , 54 ( 2 ) : 69 – 82 .
   Web of Science ®Google Scholar
• Bitner , M. J. , Booms , B. H. and Mohr , L. A. 1994 . Critical service encounters: The employee's viewpoint . Journal of marketing , 58 ( 4 ) : 95 – 106 .
   Web of Science ®Google Scholar
• Bolton , R. N. and Drew , J. H. 1991 . Multistage model of customers' assessments of service quality and value . Journal of Consumer Research , 17 ( 4 ) : 375 – 384 .
   Web of Science ®Google Scholar
• Bove , L. L. and Johnson , L. W. 2001 . Customer relationships with service personnel: Do we measure closeness, quality or strength? . Journal of Business Research , 54 ( 3 ) : 189 – 197 .
   Web of Science ®Google Scholar
• Boyer , K. K. , Olson , J. R. , Calantone , R. J. and Jackson , E. C. 2002 . Print versus electronic surveys: A comparison of two data collection methodologies . Journal of Operations Management , 20 ( 4 ) : 357 – 373 .
   Web of Science ®Google Scholar
• Brady , M. K. and Cronin , J. Jr. 2001 . Some new thoughts on conceptualizing perceived service quality: A hierarchical approach . Journal of Marketing , 65 ( 3 ) : 34 – 49 .
   Web of Science ®Google Scholar
• Burke , R. R. 2002 . Technology and the customer interface: What consumers want in the physical and virtual store . Journal of the Academy of Marketing Science , 30 ( 4 ) : 411 – 432 .
   Web of Science ®Google Scholar
• Carlson , C. 2000 . Customer service: An essential component for a successful web site . Marketing Health Services , 20 ( 2 ) : 28 – 31 .
   PubMedGoogle Scholar
• Chilcoat , Y. and DeWine , S. 1985 . Teleconferencing and interpersonal communication perception . Journal of Applied Communication Research , 13 ( 1 ) : 14 – 32 .
   Google Scholar
• Churchill , G. A. Jr . 1979 . A paradigm for developing better measures of marketing constructs . Journal of Marketing Research , 16 ( 1 ) : 64 – 73 .
   Web of Science ®Google Scholar
• Crosby , L. A. , Evans , K. R. and Cowles , D. 1990 . Relationship quality in services selling: An interpersonal influence perspective . Journal of Marketing , 54 ( 3 ) : 68 – 81 .
   Web of Science ®Google Scholar
• DoubleClick. (2005). Retrieved Feburary 4, 2007, from http://www.doubleclick.com/us/about_doubleclick/press_releases/default.asp?p=534
   Google Scholar
• Eagly , A. H. , Wood , W. and Dickman , A. B. 2000 . “ Social role theory of sex differences and similarities: A current appraisal ” . In The developmental social psychology of gender , Edited by: Eckes , T. and Trautner , H. M. 123 – 174 . Mahwah, NJ : Erlbaum .
   Google Scholar
• Evanschitzky , H. , Iyer , G. R. , Hesse , J. and Ahlert , D. 2004 . E-satisfaction: A re-examination . Journal of Retailing , 80 ( 3 ) : 239 – 247 .
   Web of Science ®Google Scholar
• Fornell , C. and Larcker , D. F. 1981 . Evaluating structural equation models with unobservable variables and measurement error . Journal of Marketing Research , 18 ( 1 ) : 39 – 50 .
   Web of Science ®Google Scholar
• Gefen , D. and Straub , D. W. 1997 . Gender difference in the perception and use of e-mail: An extension to the technology acceptance model . MIS Quarterly , 21 ( 4 ) : 389 – 400 .
   Web of Science ®Google Scholar
• Godwin, M. (1994). ASCII is too intimate. Wired, 2.04. Retrieved April 30, 2009, from http://wired.com/wired/archive/2.04/idees.fortes1.html
   Google Scholar
• Gwinner , K. P. , Gremler , D. D. and Bitner , M. J. 1998 . Relational benefits in services industries: The customer's perspective . The Journal of Academy of Marketing Science , 26 ( 2 ) : 101 – 114 .
   Web of Science ®Google Scholar
• Hagel , J. and Armstrong , A. 1997 . Net gain: Expanding markets through virtual communities , Boston, MA : Harvard Business School Press .
   Google Scholar
• Hochschild , A. R. 1983 . The managed heart , Berkeley, CA : University of California Press .
   Google Scholar
• Kalyanam , K. and Shelby , M. 2002 . The E-marketing mix: A contribution of the e-tailing . Journal of the Academy of Marketing Science , 30 ( 4 ) : 487 – 499 .
   Web of Science ®Google Scholar
• Kandampully , J. 1998 . Service quality to service loyalty: A relationship which goes beyond customer services . Total Quality Management , 9 ( 6 ) : 431 – 443 .
   Web of Science ®Google Scholar
• Kolesar , M. B. and Galbraith , R. W. 2000 . A services-marketing perspective on e-retailing: Implications for e-retailers and directions for further research . Internet Research: Electronic Networking Applications and Policy , 10 ( 5 ) : 424 – 438 .
   Web of Science ®Google Scholar
• Kumar , N. , Scheer , L. K. and Steenkamp , J. E.M. 1995 . The effects of supplier fairness on vulnerable resellers . Journal of Marketing Research , 32 ( 1 ) : 54 – 65 .
   Web of Science ®Google Scholar
• Lee , A. 1994 . Electronic mail as a medium for rich communication: An empirical investigation using hermeneutic interpretation . MIS Quarterly , 18 ( 2 ) : 143 – 157 .
   Web of Science ®Google Scholar
• Loveman , G. 2003 . Diamonds in the data mine . Harvard Business Review , 81 ( 5 ) : 109 – 113 .
   Web of Science ®Google Scholar
• MacKenzie , S. B. 2001 . Opportunities for improving consumer research through latent variable structural equation modeling . Journal of Consumer Research , 28 ( 1 ) : 159 – 166 .
   Web of Science ®Google Scholar
• Martin , B. A.S. , Durme , J. V. , Raulas , M. and Merisavo , M. 2003 . Email advertising: Exploratory insights from Finland . Journal of Advertising Research , 43 ( 3 ) : 293 – 300 .
   Web of Science ®Google Scholar
• Meyers-Levy , J. and Sternthal , B. 1991 . Gender differences in the use of message cues and judgments . Journal of Marketing Research , 28 ( 1 ) : 84 – 96 .
   Web of Science ®Google Scholar
• Mittal , B. and Lassar , W. M. 1996 . The role of personalization in service encounters . Journal of Retailing , 72 ( 1 ) : 95 – 109 .
   Web of Science ®Google Scholar
• Moorman , C. , Gerald , Z. and Rohit , D. 1992 . Relationships between providers and users of market research: The dynamics of trust within and between organizations . Journal of Marketing Research , 29 ( 3 ) : 314 – 328 .
   Web of Science ®Google Scholar
• Nunnally , J. C. 1978 . Psychometric theory , 2 , New York : McGraw-Hill .
   Google Scholar
• Palmer , A. and Bejou , D. 1995 . Buyer–seller relationships: A conceptual model and empirical investigation . Journal of Marketing Management , 10 ( 6 ) : 495 – 512 .
   Google Scholar
• Panteli , N. 2002 . Richness, power cues and email text . Information & Management , 40 ( 2 ) : 75 – 86 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1988 . SERVAQUAL: A multiple-item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 ( 1 ) : 12 – 40 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Malhotra , A. 2005 . E-S-QUAL: A multiple-item scale for assessing electronic service quality . Journal of Service Research , 7 ( 3 ) : 213 – 233 .
   Web of Science ®Google Scholar
• Peppers , D. and Rogers , M. 1993 . The one to one future , New York : Doubleday .
   Google Scholar
• Phillip , M. V. and Suri , R. 2004 . Impact of gender differences on the evaluation of promotional emails . Journal of Advertising Research , 44 ( 6 ) : 360 – 368 .
   Google Scholar
• Price , L. L. and Arnould , E. J. 1999 . Commercial friendships: Service provider–client relationships in context . Journal of Marketing , 63 ( 4 ) : 38 – 56 .
   Web of Science ®Google Scholar
• Roberts , K. , Varki , S. and Brodie , R. 2003 . Measuring the quality of relationships in consumer services: An empirical study . European Journal of Marketing , 70 ( 1 ) : 169 – 196 .
   Google Scholar
• Schiffman , L. G. , Sherman , E. and Long , M. M. 2003 . Toward a better understanding of the interplay of personal values and the Internet . Psychology & Marketing , 20 ( 2 ) : 169 – 186 .
   Web of Science ®Google Scholar
• Short , J. , Williams , E. and Christie , B. 1976 . The social psychology of telecommunications , New York : John Wiley & Sons .
   Google Scholar
• Snyder , M. , Tanke , E. D. and Berscheid , E. 1977 . Social perception and interpersonal behavior: On the self-fulfilling nature of social stereotypes . Journal of Personality and Social Psychology , 35 ( 9 ) : 656 – 666 .
   Web of Science ®Google Scholar
• Solomon , M. R. , Surprenant , C. , Czepiel , J. A. and Gutman , E. G. 1985 . A role theory perspective on dyadic interactions: The service encounter . Journal of Marketing , 49 ( 1 ) : 99 – 111 .
   Web of Science ®Google Scholar
• Surprenant , C. F. and Solomon , M. R. 1987 . Predictability and personalization in the service encounter . Journal of Marketing , 51 ( 2 ) : 86 – 96 .
   Web of Science ®Google Scholar
• Swan , J. E. , Trawick , I. F. and Silva , D. W. 1985 . How industrial salespeople gain customer trust . Industrial Marketing Management , 14 ( 3 ) : 203 – 211 .
   Web of Science ®Google Scholar
• Tannen , D. 1994 . Gender and discourse , New York : Oxford University Press .
   Google Scholar
• Teo , T. S.H. 2005 . Usage and effectiveness of online marketing tools among business-to-consumer (b2c) firms in Singapore . International Journal of Information Management , 25 ( 3 ) : 203 – 213 .
   Web of Science ®Google Scholar
• Verhoef , P. C. 2003 . Understanding the effect of customer relationship management efforts on customer retention and customer share development . Journal of Marketing , 67 ( 4 ) : 30 – 45 .
   Web of Science ®Google Scholar
• Walther , J. B. 1994 . Anticipated ongoing interaction versus channel effects on relational communication in computer-medicated interaction . Human Communication Research , 20 ( 4 ) : 473 – 501 .
   Web of Science ®Google Scholar
• Walther , J. B. 1996 . Computer-mediated communication: Impersonal, interpersonal, and hyperpersonal interaction . Communication Research , 23 ( 1 ) : 3 – 43 .
   Web of Science ®Google Scholar
• Weiner , B. 2000 . Attributional thoughts about consumer behavior . Journal of Consumer Research , 27 ( 3 ) : 382 – 387 .
   Web of Science ®Google Scholar
• Yen , H. J.R. and Gwinner , K. P. 2003 . Internet retail customer loyalty: The mediating role of relational benefits . International Journal of Service Industry Management , 14 ( 5 ) : 483 – 500 .
   Google Scholar
• Zeithaml , V. A. 2002 . Service excellence in electronic channels . Managing Service Quality , 12 ( 3 ) : 135 – 138 .
   Google Scholar
• Zeithaml , V. A. , Berry , L. L. and Parasuraman , A. 1996 . The behavioral consequences of service quality . Journal of Marketing , 60 ( 2 ) : 31 – 46 .
   Web of Science ®Google Scholar
• Zviran , M. , Glezer , C. and Anvi , I. 2006 . Examined user satisfaction from commercial web sites: The effect of design and use . Information & Management , 43 ( 2 ) : 157 – 178 .
   Web of Science ®Google Scholar