An-Najah National1_1.pdf · An-Najah National University 1 ... “The Domain and Conceptual Foundations of Relationship Marketing . Thousand Qaks, CA: stage Publications.(p:88-98)

An-Najah National University

1

بسم اهلل الرمحن الرحيم

أمني نعمان مهيوب السايح خولة الطنيب

كلية االقتصاد والعلوم االدارية - قسم التسويق


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الفهرس

Abstract



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Parvatiyar and Sheth, 2000

Kotler,2000

Mass Marketing

Leonard,

1991Gronroos,1996)

Moller, 1992

(Morgan, 1994)

Sheth & Parvatiyer, 1995

Burhn, 2003



15

Burhn

Detention

Retention



16

focus targeting , mass customization

Segments

2000

Lovelock,

Value

Lovelock,2000

Leonard, 1991

Values



17

customer life time value

Customer equity

brand equity

customer portfolio

Egan, 2001

Bruhn, 2003.

(Cross selling



18

Boulding, 1993

Sheth, 1999

Reichheld, 1995

Zeithmal, 2000

Maintenance



19

word of mouth

Reichheld,1995

Cycle of Success

Cycle of failure



21

ROI(Sheth,1999)

Sheth, 1999

(delighted)

Cumby & Barnes, 1998)(Drivers)

Episode value

Buttle, 1997

Storbacka, 1994Critical

episode

core product



21

Kevin,1998

tailor

(Cathy, 1993)

(Kotler,2000)

(structural)



22

transactionSingle

Payn, 1995

Relationship Marketing Transnational Marketing

Bruhn, 2003



23

(Bruhn, 2003)

Brown, 1999

Gronroos, 1996



24



25

Sheth, 1999

Quadnj,2002

CRM

Black listed



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Baker,1999

Pont and Shaw, 2003



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SPSS



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(krejcie and Morgan,1970)

500n30



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SPSS

T-Test

F-Test



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1. Baker, M.J.Y.(1999), Editorial; Journal of Marketing Management, (P.P

211-214).

2. Boulding, W., kalra, A. and others, (1993), “A Dynamic Process Model of

Service Quality. From Expectations to Behavioral Intentions”, Journal of Marketing Research, January, (p: 7-27)

3. Brown, S. (1998) “Post Modern Marketing II. London, International

Thompson Business press.(p: 42-32)

4. Bruhn Manfred, (2003) “Relationship Marketing”, first edition, Prentice

Hall. (p:53-65)

5. Buttle, F.B (1997) “Exploring Relationship Quality”, Paper Presented at

the Academy of Marketing conference, Manchester, UK. (p:30-35)

6. Cathy Goodwin (1993), “Private Roles in Public Encounters, Commercial

Relationships in Service Exchanges”; Unpublished manuscript, university of Manitoba. (p:74-86)

7. Cumby, J.A. and Barnes, J. (1998) “How Customers are Made to Feel: the Role of Effective Reactions in Driving Customer Satisfaction” customer

relationship management 1(1) (p: 54-63)



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8. Egan, J. (2001) “Relationship Marketing; Explority Relational Strategies in Marketing”. Harlow. Financial Times, Prentice Hall.

9. Gronroos, C. (1996), “Relationship Marketing Strategies and Tactical

Implications”, Management Decisions, p: (34 (3) 5-14)

10. Kevin P, (1998) “Relational Benefits in Services Industries, the Customer

Perspective”. Journal of Academy of Marketing Science, 26. No.2 Spring: (p:101-14)

11. Kotler, P. (2000) “Marketing Management”. The Millennium Edition. New Jersey: Prentice Hall. (p: 88-96)

12. Krejcie and Morgan,(1970) Determining sample size for research activities, Educational and Psychological Measurement,30,(P.P 607-610).

13. Leonard L. Berry and A. parasuraman (1991), “Marketing Service; Competing Through Quality”. New york. The free press. (p: 101-103)

14. LoveLock Christopher, (2000). “Service Marketing”, fourth Edition. Prentice Hall. (p: 4\213-214)

15. Moller, K. (1992).“Research Traditions in Marketing . Theoretical Notes, Helsinki: Swidish school of economics,(p: 197-218)

16. Morgan, R. M and Hunt, S. D (1994), “The Commitment-trust Theory of

Relationship Marketing”, Journal of Marketing, 58(3) (p: 20-38)

17. Palmer, A. J. (1998). “Principles of Service Marketing”. London, Kogan

(p:75-79) .

18. Pavatiyar, A. and Sheth, S.N (2000). “The Domain and Conceptual

Foundations of Relationship Marketing . Thousand Qaks, CA: stage

Publications.(p:88-98)

19. Payn, A., Christopher (1995), M and Peck H. “Relationship Marketing for

Competitive Advantage: Winning and Keeping customers”. Oxford: Butterworth Heinemann.(p:99-102)

20. Pont and Shaw ,(2003). Measuring Marketing Performance, Deakin University ,(P.P 2064-2066).

21. Quadnj, (2002), “CRM and Outsourcing-Savvy Insurance Businesses set

to Steel Market Share From Banks”, London University , Britain,(P.P 16-19).

22. Reichheld, F.E and Sasser, w. (1990) “Zero Defections. Quality Comes to Services”, Harvad Business Review, 68 (5): 11-105.

23. Sheth ,J.N. and Sisodia, (1999), Revising Marketing ,Journal of the Academy of Marketing Sciences, (P.P 71-87).



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24. Sheth and Parvatiyar (1995), A. “Relationship Marketing in Consumer Markets, Antecedents and consequences” Journal of academy of Marketing Sciences, 23(4) – 255- 271 .

25. Storbacka, K. Stranvik, T and Gronroos, C (1994), “Managing Customer Relations for Profit, the Dynamics of Relationship Quality”. International

Journal of Services Industry Management, 5, (p: 21-30)

26. Zeithaml, V.A and Bither, M.J (2000) “Service Marketing, Integrating

Customer Focus across the Firm”. Boston, McGraw – Hill.(p:55-69)



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An-Najah National1_1.pdf · An-Najah National University 1 ... “The Domain and Conceptual Foundations of Relationship Marketing . Thousand Qaks, CA: stage Publications.(p:88-98)