Relationship Marketing and the Challenge of Dialogical Interaction

References

• Ballantyne , D. 2004a . ‘Pathways less traveled to value creation: interaction, dialogue and knowledge generation’ . Journal of Business and Industrial Marketing , 19 ( 2 ) : 97 – 98 .
   Google Scholar
• Ballantyne , D. 2004b . ‘Dialogue and its role in the development of relationship specific knowledge’ . Journal of Business and Industrial Marketing , 19 ( 2 ) : 114 – 123 .
   Google Scholar
• Barnes , J. G. 2001 . Secrets of Customer Relationship Management: It's All About How You Make Them Feel , New York : McGraw-Hill .
   Google Scholar
• Buber , M. 1966 . Buber: The Way of Response. Selections from his Writings , Edited by: Glatzer , N. New York : Schocken Books .
   Google Scholar
• Cherry , C. 1978 . On Human Communication: A Review, A Survey, and a Criticism , 3rd Edition , Cambridge, MA : MIT Press .
   Google Scholar
• Christopher , M. , Payne , A. and Ballantyne , D. 2002 . Relationship Marketing: Creating Stakeholder Value , 2nd Edition , Oxford : Butterworth-Heinemann .
   Google Scholar
• Dauer , J. ‘Interactive multiple communications architecture.’ . Paper presented at the 2nd Annual Symposium on Integrated Marketing Communications . IL : Northwestern University .
   Google Scholar
• Deetz , S. A. 1992 . Democracy in an Age of Corporate Colonization: Developments in Communication and the Politics of Everyday Life , Albany, NY : State University of New York .
   Google Scholar
• Deetz , S. A. 1995 . Transforming Communication, Transforming Business: Building Responsive and Responsible Workplaces , Creskill, NJ : Hampton Press .
   Google Scholar
• DeLozier , M. W. 1976 . The Marketing Communications Process , New York : McGraw-Hill .
   Google Scholar
• Duncan , T. and Moriarty , S. 1997 . Driving Brand Value: Using Integrated Marketing to Manage Profitable Stakeholder Relationships , New York : McGraw-Hill .
   Google Scholar
• Fournier , S. , Dobscha , S. and Mick , D. G. 1998 . ‘Preventing the premature death of relationship marketing’ . Harvard Business Review , 96 Jan-Feb : 42 – 48 .
   Google Scholar
• Gaw , B. A. and Makay , J. J. 1975 . Personal and Interpersonal Communication: Dialogue with the Self and with Others , Columbus, Ohio : Merrill Publishers .
   Google Scholar
• Gabbott , M. , ed. 2003 . Aw Introduction to Marketing: A Value Exchange Approach , Harlow : Pearson Education .
   Google Scholar
• Grônroos , C. 2000 . Service Management and Marketing: A Customer Relationship Management Approach , Chichester : Wiley .
   Google Scholar
• Grônroos , C. and Lindberg-Repo , K. 1998 . ‘Integrated marketing communications: the communications aspect of relationship marketing’ . Integrated Marketing Communications Research Journal , 4 ( 1 ) : 3 – 11 .
   Google Scholar
• Gummesson , E. 1994 . ‘Making relationship marketing operational’ . International Journal of Service Industry Management , 5 ( 5 ) : 5 – 20 .
   Google Scholar
• Gummesson , E. 1999 . ‘Total relationship marketing: experimenting with a synthesis of research frontiers’ . Australasian Marketing Journal , 7 ( 1 ) : 72 – 85 .
   Google Scholar
• Hakansson , H. and Johanson , J. 1992 . “ ‘Amodel Of industrial networks.’ ” . In Industrial Networks-A New View of Reality , Edited by: Axelsson , B. and Easton , G. London : Routledge .
   Google Scholar
• Hartley , R. V. L. 1928 . ‘Transmission of information’ . The Bell System Technical Journal , 7 : 535 – 563 .
   Google Scholar
• Hovland , C. I. , Janis , I. L. and Kelley , H. H. 1953 . Communication and Persuasion: Psychological Studies of Opinion Change , New Haven, CT : Yale University Press .
   Google Scholar
• Johannesen , R. L. 1971 . ‘The Emerging concept of communication as dialogue’ . The Quarterly Journal of Speech , 57 December : 373 – 382 .
   Web of Science ®Google Scholar
• Kittler , F. 1996 . ‘The history of the communication media.’ . CTHEORY: The International Journal of Theory, Technology, and Culture , (On-line), www.cifteory.we;
   Google Scholar
• Kotler , P. 1992 . ‘It's time for Total Marketing.’ . Business Week , Advance Executive Brief, 2
   Google Scholar
• Lindberg-Repo , K. and Grônroos , C. 2004 . ‘Conceptualising communications strategy from a relational perspective’ . Industrial Marketing Management , 33 : 229 – 239 .
   Web of Science ®Google Scholar
• Luhmann , N. 2000 . The Reality of the Mass Media , Stanford, CA : Stanford University Press .
   Google Scholar
• McKenna , R. 1991 . Relationship Marketing: Own the Market through Strategic Customer Relationships , London : Century Business Books .
   Google Scholar
• Morgan , R. M. and Hunt , S. D. 1994 . ‘The commitment-trust theory of relationship marketing’ . Journal of Marketing , 58 July : 20 – 38 .
   Web of Science ®Google Scholar
• Muller , J. Z. 2002 . The Mind and the Market: Capitalism in Modern European Thought , New York : Alfred A Knopf .
   Google Scholar
• Popper , K. R. 1945 . The Open Society and Its Enemies: The Spell of Plato , London : Routledge/Kogan Page .
   Google Scholar
• Ritzer , G. and Stillman , T. 2001 . “ ‘From person-to-system-oriented service.’ ” . In Customer Service: Empowerment and Entrapment , Edited by: Sturdy , A. , Grugulis , I. and Willmott , H. 102 – 116 . London : Palgrave .
   Google Scholar
• Schramm , W. , ed. 1963 . The Science of Human Communication , Urbana, IL : University of Illinois Press .
   Google Scholar
• Shannon , C. E. and Weaver , W. 1949/1963 . The Mathematical Theory of Communication , Urbana, IL : University of Illinois Press .
   Google Scholar
• Soros , G. 2000 . Open Society: Reforming Global Capitalism , London : Little, Brown & Company .
   Google Scholar
• Varey , R. J. 2002a . Marketing Communication: Principles and Practice , London : Routledge .
   Google Scholar
• Varey , R. J. 2002b . Relationship Marketing: Dialogue and Networks in the E-Commerce Era , Chichester : Wiley .
   Google Scholar
• Watzlawick , P. , Beavin , J. H. and Jackson , D. H. 1967 . Pragmatics of Human Communication: A Study of Interactional Patterns, Pathologies, and Paradoxes , New York : W. W. Norton .
   Google Scholar
• Zuboff , S. 1988 . In the Age of the Smart Machine , New York : Basic Books .
   Google Scholar