Araştırma Makalesi
BibTex RIS Kaynak Göster

A Review of Empirical Studies On Relationship Marketing

Yıl 2013, Cilt: 2013 Sayı: 2, 1 - 20, 01.12.2013

Öz

Objective of this paper is to analyze the empirical studies published in leading academic journals in order to review the present state of relationship marketing.

Results of the reviewed studies suggest strongly that the relationship marketing and its components are significant determinants of business success. Recommendations of this paper provide specific guidance to managers concerning the importance of relationship marketing in their companies. Considering the better performance achieved by companies with a higher degree of relationship marketing, companies may be advised to improve their relationship marketing practices.

Kaynakça

  • ABRATT, R. & RUSSELL, J. (1999). Relationship Marketing in Private Banking in South Africa, International Journal of Bank Marketing, Vol. 17/1, 5-19 AKYOL, A. (2002). A Review of Empirical Studies on Market Orientation, Dokuz Eylul University, Journal of Faculty of Business, Vol. 3/1, 147-176 BAKER, M.J., BUTTERY, E.A., & RICHTER-BUTTERY E.M. (1998). Relationship Marketing in Three Dimensions, Journal of Interactive Marketing, Vol. 12/4, Autumn 1998 BEJOU, D., ENNEW, C.T., & PALMER A. (1998). Trust, Ethics and Relationship Satisfaction, International Journal of Bank Marketing, Vol. 16/4, 170-175 BENNETT, R. & BARKENSJO, A. (2005). Relationship Quality, Relationship Marketing, and Client Perceptions of the Levels of Service Quality of Charitable Organisations, International Journal of Service Industry Management, Vol. 16/1, 81-106 BERRY, L.L. (1983). Relationship Marketing, in Berry, L.L., Shostack, G.L. and Upah, G. D. (eds), Emerging Perspectives on Services Marketing, Chicago, IL: American Marketing Association, 25-8. CHATTANANON, A. & TRIMETSOONTORN J. (2009). Relationship Marketing: a Thai Case, International Journal of Emerging Markets, Vol. 4/3, 252-274 CHRISTOPHER, M., PAYNE, A., & BALLANTYNE D. (2002). Relationship Marketing, ButterworthHeinemann, An imprint of Elsevier Science, Linacre House, Jordan Hill, Oxford OX2 8DP, 225 Wildwood Avenue, Woburn MA 01801-2041, First published 2002 DE WULF, K., & ODEKERKEN-SCHRÖDER, G. (2001). A Critical Review of Theories Underlying Relationship Marketing in the Context of Explaining Consumer Relationships, Journal for the Theory of Social Behaviour, 31:1 0021-8308 FRASQUET, M., CALDERO'N, C., & CERVERA, A. (2011). University-Industry Collaboration from a Relationship Marketing Perspective: An Empirical Analysis in a Spanish University, High Educ (2012) 64:85-98, Published online: 1 October 2011 _ Springer Science+Business Media B.V. 2011 FROW, P., & PAYNE, A. (2009).Customer Relationship Management: A Strategic Perspective, jbm, Vol. 3, 2009/1, DOI 10.1007/s12087-008-0035-8 GRÖNROOS, C. (1994). From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing, Management Decision, Vol. 32/2, 4-20. GRÖNROOS, C. (1994b). From Scientific Management to Service Management: A Management Perspective for the Age of Service Competition, International Journal of Service Industry Management, 5, 1, ABI/INFORM Complete, pg. 5 GUMMESSON, E. (1994). Making Relationship Marketing Operational, International Journal of Service Industry Management, 5, 5, ABI/INFORM Complete, pg. 5 GUMMESSON, E. (1996). Relationship Marketing and Imaginary Organizations: A Synthesis, European Journal of Marketing, 30, 2, ABI/INFORM Complete, pg. 31 HARKER, M.J. (1999). Relationship Marketing Defined? An Examination of Current Relationship Marketing Definitions, Marketing Intelligence & Planning, Vol. 17/1, 13-20 HARRIGAN, P., RAMSEY, E., & IBBOTSON, P. (2009). Investigating the e-CRM Activities of Irish SMEs, Journal of Small Business and Enterprise Development, Vol. 16/3, 443-465 HAU, L.N. & NGO, L.V. (2012). Relationship Marketing in Vietnam: An Empirical Study, Asia Pacific Journal of Marketing and Logistics, Vol. 24/2, 222-235 IZQUIERDO, C.C., CILLÁN, J.G., & GUTIÉRREZ, S. S. (2005). The Impact of Customer Relationship Marketing on the Firm Performance: A Spanish Case, The Journal of Services Marketing; 19, 4, ABI/INFORM Complete, pg. 234 JAYAKODY, J.A.S.K. & SANJEEWANI, W.M.A. (2006). The Impact of Salesperson Transformational Leadership Behavior on Customer Relationship Marketing Behavior: A Study of the Sri Lankan Corporate Banking Sector, International Journal of Bank Marketing, Vol. 24/7, 461-474 KINARD, B.R. & CAPELLA, M.L. (2006). Relationship Marketing: The Influence of Consumer Involvement on Perceived Service Benefits, Journal of Services Marketing, 20/6, 359-368 KUCUKKANCABAS, S. (2004), Iliski Pazarlamasi Bilesenlerinin Sirket Performansi Uzerindeki Etkileri: Icecek Sektorunde Uygulamali Bir Arastirma, Trakya Universitesi, Sosyal Bilimler Enstitusu, Yayinlanmamis Yuksek Lisans Tezi, Edirne LEVERIN, A. & LILJANDER, V. (2006). Does Relationship Marketing Improve Customer Relationship Satisfaction and Loyalty?, International Journal of Bank Marketing, Vol. 24/4, 232-251 MATUTE-VALLEJO, J., BRAVO R., & PINA J.M. (2010). The Influence of Corporate Social Responsibility and Price Fairness on Customer Behaviour: Evidence from the Financial Sector, Corporate Social Responsibility and Environmental Management, 18, 317-331 MORGAN, R.M. & HUNT, S.D. (1994). The Commitment-Trust Theory of Relationship Marketing, Journal of Marketing, Jul 1994, 58, 3, ABI/INFORM Complete, pg. 20 NDUBISI, N.O. (2006). Effect of Gender on Customer Loyalty: A Relationship Marketing Approach, Marketing Intelligence & Planning, Vol. 24/1, 48-61 NDUBISI, N.O. (2007). Relationship Marketing and Customer Loyalty, Marketing Intelligence & Planning, Vol. 25/1, 98-106 NDUBISI, N.O & WAH, C.K. (2005), Factorial and Discriminant Analyses of the Underpinnings of Relationship Marketing and Customer Satisfaction, International Journal of Bank Marketing, Vol. 23/7, 542-557 NDUBISI, N.O., KHOO-LATTIMORE, C., YANG, L., & CAPEL, C.M. (2011). The Antecedents of Relationship Quality in Malaysia and New Zealand, International Journal of Quality & Reliability Management, Vol. 28/2, 233-248 PRESSEY, A.D. & MATHEWS, B.P. (2000). Barriers to Relationship Marketing in Consumer Retailing, Journal of Services Marketing, Vol. 14/3, 272-285 ROBERTS, K., VARKI, S., & BRODIE, R. (2003). Measuring the Quality of Relationships in Consumer Services: An Empirical Study, European Journal of Marketing, 37, 1/2; ABI/INFORM Complete, pg. 169 SARSHAR, M., SERTYESILISIK, B., & PARRY, P. (2010). The Extent of Use of Relationship Marketing in the UK FM Sector, Facilities, Vol. 28/1, 64 - 87 SIN L.Y.M., TSE, A.C.B., YAU, O.H.M., LEE, J.S.Y., & CHOW, R. (2002). The Effect of Relationship Marketing Orientation on Business Performance in a Service-Oriented Economy, Journal of Services Marketing, Vol. 16/7, 656-676 SONG, Y., SU, Q., LIU, Q., & WANG, T. (2012). Impact of Business Relationship Functions on Relationship Quality and Buyer's Performance, Journal of Business & Industrial Marketing, Vol. 27/4, 286-298 TOHIDINIA, Z. & HAGHIGHI M. (2011). Predictors and Outcomes of Relationship Quality: A Guide for Customer-Oriented Strategies, Business Strategy Series, Vol. 12/5, 242-256 UR-REHMAN, S., SHAREEF, A., & ISHAQUE, A.(2012). Role of Trust and Commitment in Creating Profitable Relationship with Customers, Interdiciplinary Journal of Contemporary Research in Business, May 2012, Vol 4, No 1 WARD, T. & DAGGER, T.S. (2007). The Complexity of Relationship Marketing for Service Customers, Journal of Services Marketing, Vol. 21/4, 281-290 WINKLHOFER, H., PALMER, R.A., & BRODIE, R. J. (2007). Researching the Service Dominant Logic-Normative Perspective Versus Practice, Australasian Marketing Journal; 2007; 15/1; ABI/INFORM Complete, pg.76 WU W.Y., TSAI, C.C., & FU C.S. (2012). The Relationships among Internal Marketing, Job Satisfaction, Relationship Marketing, Customer Orientation, and Organizational Performance: An Empirical Study of TFT-LCD Companies in Taiwan, Human Factors and Ergonomics in Manufacturing & Service Industries, 00 (0) 1-14 (2012) _c 2012 Wiley Periodicals, Inc. YANG, D.J. & WU, J.M. (2007). Review and Prospect of Relationship Marketing: A Citation Analysis, Contemporary Management Research, Vol. 3/3, September 2007, 267-284 YANG, Z. & PETERSON R.T. (2004). Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs, Psychology & Marketing, Vol. 21(10), October 2004, 799-822 YAU, O.H.M., MCFETRIDGE, P.R., CHOW, R.P.M.; LEE, J.S.Y., SIN, L.Y.M., & TSE, A.C.B. (2000). Is Relationship Marketing for Everyone?, European Journal of Marketing, Vol. 34/9, 1111-1127
Toplam 1 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm 2013/2 Makaleler
Yazarlar

Ayşegül Donmaz Bu kişi benim

Emine Mediha Sayıl Bu kişi benim

Ayşe Akyol Bu kişi benim

Yayımlanma Tarihi 1 Aralık 2013
Yayımlandığı Sayı Yıl 2013 Cilt: 2013 Sayı: 2

Kaynak Göster

APA Donmaz, A., Sayıl, E. M., & Akyol, A. (2013). A Review of Empirical Studies On Relationship Marketing. Sosyal Bilimler Metinleri, 2013(2), 1-20.
AMA Donmaz A, Sayıl EM, Akyol A. A Review of Empirical Studies On Relationship Marketing. Sosyal Bilimler Metinleri. Aralık 2013;2013(2):1-20.
Chicago Donmaz, Ayşegül, Emine Mediha Sayıl, ve Ayşe Akyol. “A Review of Empirical Studies On Relationship Marketing”. Sosyal Bilimler Metinleri 2013, sy. 2 (Aralık 2013): 1-20.
EndNote Donmaz A, Sayıl EM, Akyol A (01 Aralık 2013) A Review of Empirical Studies On Relationship Marketing. Sosyal Bilimler Metinleri 2013 2 1–20.
IEEE A. Donmaz, E. M. Sayıl, ve A. Akyol, “A Review of Empirical Studies On Relationship Marketing”, Sosyal Bilimler Metinleri, c. 2013, sy. 2, ss. 1–20, 2013.
ISNAD Donmaz, Ayşegül vd. “A Review of Empirical Studies On Relationship Marketing”. Sosyal Bilimler Metinleri 2013/2 (Aralık 2013), 1-20.
JAMA Donmaz A, Sayıl EM, Akyol A. A Review of Empirical Studies On Relationship Marketing. Sosyal Bilimler Metinleri. 2013;2013:1–20.
MLA Donmaz, Ayşegül vd. “A Review of Empirical Studies On Relationship Marketing”. Sosyal Bilimler Metinleri, c. 2013, sy. 2, 2013, ss. 1-20.
Vancouver Donmaz A, Sayıl EM, Akyol A. A Review of Empirical Studies On Relationship Marketing. Sosyal Bilimler Metinleri. 2013;2013(2):1-20.