7,810
Views
68
CrossRef citations to date
0
Altmetric
Original Articles

What Really Defines Relationship Marketing? A Review of Definitions and General and Sector-Specific Defining Constructs

&
Pages 203-237 | Published online: 16 Dec 2011

REFERENCES

  • Ali , H. and Birley , S. 1998 . The role of trust in the marketing activities of entrepreneurs establishing new ventures . Journal of Marketing Management , 14 : 749 – 763 .
  • Altman , S. and Taylor , D. 1973 . Social penetration: The development of interpersonal relationships , New York, NY : Holt, Rinehart, & Winston .
  • Ambler , T. 2004 . A long perspective of marketing Retrieved from http://www.ebfonline.com/main_feat/in_depth.asp?id=548
  • Anderson , K. and Kerr , C. 2002 . Customer relationship management. , New Delhi, , India : Tata McGraw-Hill .
  • Anton , J. 1996 . Customer relationship management: Making hard decisions with soft numbers , Englewood Cliffs, NJ : Prentice Hall .
  • Arnett , D. B. and Badrinarayanan , V. 2005 . Enhancing customer-needs-driven CRM strategies: Core selling teams, knowledge management competence, and relationship marketing competence . Journal of Personal Selling & Sales Management , 25 : 329 – 343 .
  • Aronson , E. 1980 . The social animal , 3rd ed. , San Francisco, CA : Freeman .
  • Ballantyne , D. 1997 . Getting connected: An editorial commentary on relationship marketing . Management Decision , 35 ( 4 ) : 264 – 266 .
  • Bard , W. , Harrington , J. , Kinikin , E. and Ragsdale , J. 2005 . Evaluation of top enterprise CRM software vendors across 177 criteria , Cambridge, MA: Forrester Research, Inc. .
  • Barnes , B. R. , Fox , M. T. and Morris , D. S. 2004 . Exploring the linkage between internal marketing, relationship marketing and service quality: A case study of a consulting organization . Total Quality Management , 15 : 593 – 601 .
  • Barney , J. B. and Hansen , M. H. 1994 . Trustworthiness as a source of competitive advantage . Strategic Management Journal , 15 ( Winter Special Issue ) : 175 – 190 .
  • Bendapudi , N. and Berry , L. L. 1997 . Customers motivation for maintaining relationships with service providers . Journal of Retailing , 73 ( 1 ) : 15 – 37 .
  • Berry , L. L. and Parasuraman , A. 1991 . Marketing services , New York, NY : Free Press .
  • Berry , L. L. , Shostack , G. L. and Upah , G. D. 1983 . Emerging perceptions on service marketing , Chicago, IL : American Marketing Association .
  • Bhardwaj , D. 2007 . Relationship marketing in context to the IT industry . VISION—The Journal of Business Perspective , 11 ( 2 ) : 57 – 66 .
  • Blery , E. K. and Michalakopoulos , M. G. 2006 . An e-CRM application in the telecommunications sector: A case study from Greece . EuroMed Journal of Business , 1 ( 2 ) : 5 – 14 .
  • Bolton , M. 2004 . Customer centric business processing . International Journal of Productivity and Performance Management , 53 ( 1 ) : 44 – 51 .
  • Boulding , W. , Staelin , R. , Ehret , M. and Johnston , W. J. 2005 . A CRM roadmap: What we know, potential pitfalls, and where to go . Journal of Marketing , 69 ( 4 ) : 155 – 166 .
  • Brown , S. 2000 . Customer relationship management: A strategic imperative in the world of e-business , New York, NY : Wiley .
  • Bryan , B. 2002 . Essentials of CRM: A guide to customer relationship management , New York, NY : Wiley .
  • Buttle , F. B. 1996 . Relationship marketing theory and practice , London, , England : Paul Chapman .
  • Chai , L. G. 2006 . Factors influence development of e-banking in Malaysia . Journal of Internet Banking and Commerce , 11 ( 2 ) Retrieved from http://www.arraydev.com/commerce/JIBC/2006-08/JIBC.htm
  • Chan , J. O. 2005 . Toward a unified view of customer relationship management . Journal of American Academy of Business , 6 ( 1 ) : 32 – 38 .
  • Chatterjee , P. K. and Prasad , A. 2000, November . Relationship marketing: Making it happen in engineering consultancy service sector , Ranchi, India : Presentation made at Marketing Summit—2000, Birla Institute of Technology .
  • Chen , I. J. and Popovich , K. 2003 . Understanding customer relationship management (CRM): People, process and technology . Business Process Management Journal , 9 : 672 – 688 .
  • Christopher , M. , Payne , A. and Ballantyne , D. 1991 . Relationship marketing: Bringing quality, customer service and marketing together , Oxford, , England : Butterworth Heinemann .
  • Conway , A. 1996 . “ Relationship marketing within the not-for-profit sector ” . In Relationship marketing: Theory and practice , Edited by: Buttle , F. 170 – 187 . London, , England : Paul Chapman .
  • Conway , T. and Swift , J. S. 2000 . International relationship marketing—The importance of psychic distance . European Journal of Marketing , 34 : 1391 – 1414 .
  • Cravens , D. W. 1995 . Introduction to the special issue . Journal of the Academy of Marketing Science , 23 ( Fall ) : 235
  • Cravens , D. W. and Piercy , N. E. 1994 . Relationship marketing and collaborative networks in service organization . International Journal of Service Industry Management , 5 ( 5 ) : 39 – 53 .
  • Dawar , N. , Parker , P. M. and Price , L. J. 1996 . A cross-cultural study of interpersonal information exchange . Journal of International Business Studies , 27 : 497 – 516 .
  • Das , K. 2009 . Relationship marketing research (1994–2006): An academic literature review and classification . Marketing Intelligence & Planning , 27 ( 3 ) : 326 – 363 .
  • Dion , P. , Easterling , D. and Miller , S. J. 1995 . What is really necessary in buyer/seller relationships? . Industrial Marketing Management , 24 ( 1 ) : 1 – 9 .
  • Ehigie , B. O. 2006 . Correlates of customer loyalty to their bank: A case study in Nigeria . International Journal of Bank Marketing , 24 : 494 – 508 .
  • Evans , J. R. and Laskin , R. L. 1994 . The relationship marketing process: A conceptualization and application . Industrial Marketing Management , 23 : 439 – 452 .
  • Feinberg , R. and Kadam , R. 2002 . E-CRM web service attributes as determinants of customer satisfaction with retail web sites . International Journal of Service Industry Management , 13 : 432 – 451 .
  • Galbreath , J. and Rogers , T. 1999 . Customer relationship leadership: A leadership and motivation model for the twenty-first century business . TQM Magazine , 11 ( 3 ) : 161 – 171 .
  • Greenberg , P. 2003 . Customer relationship management: Capturing and keeping customers in Internet real time , New Delhi, , India : Tata McGraw-Hill .
  • Gronroos , C. 1990 . The marketing strategy continuum: Towards a marketing concept for the 1990s . Management Decision , 29 ( 1 ) : 7 – 13 .
  • Gronroos , C. 1996 . Relationship marketing: Strategic and tactical implications . Management Decision , 34 ( 3 ) : 5 – 15 .
  • Gummesson , E. 1990 . The part-time marketer , Karlstad, , Sweden : Center for Service Research .
  • Gummesson , E. 1994 . Making relationship marketing operational . International Journal of Service Industry Management , 5 ( 5 ) : 5 – 20 .
  • Gummesson , E. 1999 . Total relationship marketing: Experimenting with a synthesis of research frontiers . Australasian Marketing Journal , 7 ( 1 ) : 72 – 85 .
  • Gummesson , E. 2002 . Total relationship marketing , 2nd ed. , Oxford, , England : Butterworth-Heinmann .
  • Gupta , M. 1983 . A basis for friendly, dyadic interpersonal relationships . Small Group Behavior , 14 ( 1 ) : 15 – 33 .
  • Hallen , L. and Wiedersheim-Paul , F. 1984 . “ The evolution of psychic distance in international business relationships ” . In Between market and hierarchy , Edited by: Hagg , I. and Wiedersheim-Paul , F. Dept. of Business Administration, University of Uppsala . (pp. 15–27). Uppsala, Sweden:
  • Hammarkvist , K. O. , Hakansson , H. and Mattsson , L. 1982 . Marketing for competitiveness , Liber : Lund .
  • Harker , M. J. 1999 . Relationship marketing defined? An examination of current relationship marketing definitions . Marketing Intelligence & Planning , 17 ( 1 ) : 13 – 20 .
  • Hennig-Thurau , T. , Gwinner , K. P. and Gremler , D. D. 2002 . Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality . Journal of Service Research , 4 ( 3 ) : 230 – 247 .
  • Henning , G. , Geib , M. , Kolbe , L. and Brenner , W. 2003 . Knowledge-enabled customer relationship management: Integrating customer relationship management and knowledge management concepts . Journal of Knowledge Management , 7 ( 5 ) : 107 – 123 .
  • Hoffman , T. and Kashmeri , S. 2000 . Coddling the customer . Computerworld , 34 ( 50 ) : 58 – 60 .
  • Holm , D. B. , Eriksson , K. and Johanson , J. 1996 . Business networks and cooperation in international business relationships . Journal of International Business Studies , 27 : 1033 – 1052 .
  • Hoots , M. 2005 . Customer relationship management for facility managers . Journal of Facilities Management , 3 ( 4 ) : 346 – 361 .
  • Jackson , B. B. 1985 . Build customer relationships that last . Harvard Business Review , 63 ( November/December ) : 120 – 128 .
  • Jolson , M. A. 1997 . Broadening the scope of relationship selling . Journal of Personal Selling and Sales Management , 17 ( 4 ) : 75 – 88 .
  • Kevork , E. K. and Vrechopoulos , A. P. 2009 . CRM literature: Conceptual and functional insights by keyword analysis . Marketing Intelligence & Planning , 27 ( 1 ) : 48 – 85 .
  • Kincadid , J. W. 2003 . Customer relationship management: Getting it right , Englewood Cliffs, NJ : Prentice Hall .
  • Kotler , P. and Armstrong , G. 2004 . Principles of marketing , 10th ed. , Englewood Cliffs, NJ : Prentice Hall .
  • Kotorov , R. 2003 . Customer relationship management: Strategic lessons and future directions . Business Process Management Journal , 9 : 566 – 571 .
  • Lambert , D. M. 2004 . The eight essential supply chain management processes . Supply Chain Management Review , 20 ( 1 ) : 18 – 27 .
  • Lambert , D. M. 2010 . Customer relationship management as a business process . Journal of Business & Industrial Marketing , 25 ( 1 ) : 4 – 17 .
  • Langford-Wood , N. and Salter , B. 2002 . CRM in a week , London, , England : Cox and Wyman .
  • Levitt , T. 1983 . The marketing imagination , New York, NY : Free Press .
  • Lin , X. and Germain , R. 1998 . Sustaining satisfactory joint venture relationships: The role of conflict resolution strategy . Journal of International Business Studies , 29 ( 1 ) : 179 – 196 .
  • Lindgreen , A. 2001 . A framework for studying relationship marketing dyads . Qualitative Market Research , 4 ( 2 ) : 75 – 87 .
  • Matthyssens , P. and Van den Bulte , C. 1994 . Getting closer and nicer: Partnerships in the supply chain . Long Range Planning , 27 ( 1 ) : 72 – 83 .
  • McGarry , E. 1953 . Some viewpoints in marketing . Journal of Marketing , 17 ( 3 ) : 36 – 43 .
  • Menconi , P. 1999 . “ CRM 101: Building a great customer relationship management strategy ” . In Defying the limits: Reaching new heights in customer relationship management , Edited by: Renner , D. H. 31 – 33 . San Francisco, CA : Montgomery Research .
  • Meng , J. and Elliott , K. M. 2008 . Predictors of relationship quality for luxury restaurants . Journal of Retailing and Consumer Services , 15 : 509 – 515 .
  • Messick , R. M. and Cook , K. S. 1983 . Equity theory: Psychological and sociological perspectives , New York, NY : Praeger .
  • Mishra , K. E. and Li , C. 2008 . Relationship marketing in Fortune 500 U.S. and Chinese web sites . Journal of Relationship Marketing , 7 ( 1 ) : 29 – 43 .
  • Morgan , N. A. , Slotegraaf , R. and Vorhies , D. W. 2004 . Marketing resources, effort, and capabilities and drivers of financial performance , Working Paper .
  • Morgan , R. and Hunt , S. 1994 . The commitment-trust theory of relationship marketing . Journal of Marketing , 58 ( July ) : 20 – 38 .
  • Morris , M. H. , Brunyee , J. and Page , M. 1998 . Relationship marketing in practice: Myths and realities . Industrial Marketing Management , 27 ( 4 ) : 359 – 371 .
  • Nevin , J. R. 1995 . Relationship marketing and distribution channels: Exploring fundamental issues . Journal of the Academy of marketing Science , 23 : 327 – 334 .
  • Ngai , E. W. 2005 . Customer relationship management research (1992–2002): An academic literature review and classification . Marketing Intelligence & Planning , 23 : 582 – 605 .
  • Nykamp , M. 2001 . The customer differential: The complete guide to implementing customer relationship management , Chicago, IL : American Management Association .
  • O’Malley , L. , Evans , M. and Patterson , M. 1997 . Intimacy or intrusion? The privacy dilemma for relationship marketing in consumer markets . Journal of Marketing Management , 13 : 541 – 560 .
  • Paravatiyar , A. 1996, September . Statement during the 12th International Conference on Industrial Marketing and Purchasing Karlsruhe, , Germany
  • Parvatiyar , A. and Sheth , J. N. 2001 . Customer relationship management: Emerging practice, process, and discipline . Journal of Economic and Social Research , 3 ( 2 ) : 1 – 34 .
  • Pathmarajah , A. 1991 . Creativity in relationship marketing . The Singapore Marketer , 1 ( 1 ) : 14 – 17 .
  • Payne , A. 2000 . Customer retention in marketing management: A relationship marketing perspective , Basingstoke, , England : MacMillan Business .
  • Payne , A. F. T. and Frow , P. 2005 . A strategic framework for customer relationship management . Journal of Marketing , 69 ( 4 ) : 85 – 93 .
  • Peng , L. Y. and Wang , Q. 2006 . Impact of relationship marketing tactics (RMTs) on switchers and stayers in a competitive service industry . Journal of Marketing Management , 22 : 25 – 59 .
  • Perrien , J. and Ricard , L. 1995 . The meaning of relationship marketing: A pilot study . Industrial Marketing Management , 24 : 37 – 43 .
  • Ramani , G. and Kumar , V. 2008 . Interaction orientation and firm performance . Journal of Marketing , 72 ( 1 ) : 27 – 45 .
  • Rao , S. and Perry , C. 2002 . Thinking about relationship marketing: Where are we now? . Journal of Business & Industrial Marketing , 17 : 598 – 614 .
  • Ravald , A. and Gronroos , C. 1996 . The value concept and relationship marketing . European Journal of Marketing , 30 ( 2 ) : 19 – 30 .
  • Reinartz , W. , Krafft , M. and Hoyer , W. D. 2004 . The customer relationship management process: Its measurement and impact on performance . Journal of Marketing Research , 41 : 293 – 305 .
  • Richards , K. A. and Jones , E. 2008 . Customer relationship management: Finding value drivers . Industrial Marketing Management , 37 : 120 – 130 .
  • Rigby , D. K. , Reichheld , F. F. and Schefter , P. 2002 . Avoid the four perils of CRM . Harvard Business Review , 80 ( 2 ) : 101
  • Rust , R. T. , Zeithaml , V. A. and Lemon , K. N. 2000 . Driving customer equity: How customer lifetime value is reshaping corporate strategy , New York, NY : Free Press .
  • Ryals , L. and Knox , S. 2001 . Cross-functional issues in the implementation of relationship marketing through customer relationship management . European Management Journal , 9 : 534 – 542 .
  • Selnes , F. 1998 . Antecedents and consequences of trust and satisfaction in buyer-seller relationships . European Journal of Marketing , 32 ( 3/4 ) : 305 – 322 .
  • Shani , D. and Chalasani , S. 1991 . Exploiting niches using relationship marketing . Journal of Consumer Marketing , 9 ( 3 ) : 33 – 42 .
  • Sharp , D. E. 2003 . Customer relationship management systems handbook , Boca Raton, FL : Auerbach .
  • Sheth , J. N. and Parvatiyar , A. 1995 . The evolution of relationship marketing . International Business Review , 4 : 397 – 418 .
  • Sin , L. Y. M. , Tse , A. C. B. , Yau , O. H. M. , Chow , R. P. M. and Lee , J. S. Y. 2005 . Market orientation, relationship marketing orientation, and business performance: The moderating effects of economic ideology and industry type . Journal of International Marketing , 13 ( 1 ) : 36 – 57 .
  • Srivastava , R. K. , Shervani , T. A. and Fahey , L. 1998 . Market-based assets and shareholder value: A framework for analysis . Journal of Marketing , 62 ( 1 ) : 2 – 18 .
  • Takala , T. and Uusitalo , O. 1996 . An alternative view of relationship marketing: A framework for ethical analysis . European Journal of Marketing , 30 ( 2 ) : 45 – 60 .
  • Thibaut , J. W. and Kelley , H. H. 1959 . The social psychology of groups , New York, NY : Wiley .
  • Turnbull , P. W. and Wilson , D. T. 1989 . Developing and protecting profitable customer relationships . Industrial Marketing Management , 18 ( 3 ) : 233 – 239 .
  • Tzokas , N. and Saren , M. 1997 . Building relationship platforms in consumer markets: A value chain approach . Journal of Strategic Marketing , 5 ( 2 ) : 105 – 120 .
  • Webster , F. E. 1992 . The changing role of marketing in the corporation . Journal of Marketing , 56 ( October ) : 1 – 17 .
  • Wehrli , H. P. and Juettner , U. 1994 . Relationship marketing from a value system perspective . International Journal of Service Industry Management , 5 ( 5 ) : 54 – 73 .
  • Zablah , A. R. , Bellenger , D. N. and Johnston , W. J. 2004 . An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon . Industrial Marketing Management , 33 : 475 – 489 .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.