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Customer Loyalty: Fata Morgana or Realistic Goal? Managing Relationships with Customers

16 references·16 citing·41 second hopsampled

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References

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1960Conflict, arousal, and curiosity.6,018 cited
1990Zero defections: quality comes to services.5,373 cited
1953Die Betriebswirtschaft4,537 cited
1999Mass customization: The new frontier in business competition2,322 cited
1994From Marketing Mix to Relationship Marketing1,410 cited
1998The four faces of mass customization.944 cited
1998Word of mouth: understanding and managing referral marketing916 cited
1997Keynote paper From marketing mix to relationship marketing ‐ towards a paradigm shift in marketing491 cited
1994Downsizing to Improve Strategic Position377 cited
1993Mass customization: the new frontier in business competition239 cited
1996Kundenbindung als Marketingziel226 cited
1986Relationship retailing: transforming customers into clients120 cited
1999Kundenzufriedenheit99 cited
2000Why Customers Build Relationships with Companies — and Why Not96 cited
1998Kundenbindung - die neue Sollstrategie?93 cited

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Cited by

2000Using New Media for Customer Interaction: A Challenge for Relationship Marketing112 cited
2000The Importance of Internal Relationship Marketing for External Relationship Success53 cited
2009An empirical investigation of relationship development in professional business services46 cited
2000Patronage and Loyalty Strategies: Understanding the Behavioral and Attitudinal Outcomes of Customer Retention Programs40 cited
2012Linking price satisfaction and business performance in Malaysia's dairy industry39 cited
2007Performance Monitoring of CRM Initiatives37 cited
2002A Stakeholder Perspective on Relationship Marketing31 cited
2010Brand Relationships: A Personality-Based Approach29 cited
2015The impact of relational bonding on intention and loyalty25 cited
2010Customer Service Retention - A Behavioural Perspective of the UK Mobile Market23 cited
2020Customer Satisfaction: Role of Customer Service, Innovation, and Price in the Laundry Industry in Ghana21 cited
2000Lost in Relationship-Marketing Space: The Limitations of Relationship Marketing from the Perspective of the Consumer21 cited
2015Relationship Marketing20 cited
2014Exploring Relationship between Brand Equity and Customer Loyalty on Pharmaceutical Market19 cited
2000Relationship Marketing Success Through Investments in Services19 cited
2000Relationship Marketing at Volkswagen18 cited