stdClass Object ( [id] => 8522 [paper_index] => EW201611-01-001316 [title] => RELATIONSHIP MARKETING AND CUSTOMER RETENTION IN SERVICES SECTOR-A REVIEW OF LITERATURE [description] =>
  1. Abdallah et al. (2015) The effect of relationship marketing on customer retention in the   Jordanian pharma sector. International journal of business & management.      
  2. Anderson, E. W., Fornell, C. &. Lehmann, D. R., (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-66
  3. Asif Ur Rahman, S. M., & Masoom, M. R., (2012). Effects of relationship marketing on customer retention and competitive advantage: A case study on Grameen Phone Ltd. Asian Business Review, 1(1), 97-102, ISSN 2304-2613
  4. Caulfield, J. (2001). Facing up to CRM.  Business 2.0.
  5. Crosby, L. A. & Stephens, N. (1987). Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry. Journal of Marketing Research, 24(4), 404-411.
  6. Crosby, L. A., (2002). Exploding some myths about customer relationship Management. Special report on Net Banking, The Economic Times, 23.
  7. Donald R Ogungbade. (2015) Exploring the relationship between relationship marketing, relationship quality and customer loyalty in Nigerian telecom industry. Global journal of trends in e-business, marketing & consumer psychology. Vol.1
  8. Davenport, Thomas H., Jeanne G. Harris, and Ajay K. Kohli, 2001. How Do They Know Their Customers So Well? Sloan Management Review, 63-73.
  9. Eshghi, Abdolreza and Domnique Haughton and Heikki Topi. (2007). Determinnats of loyality in wireless telecommunication industry. Elsevier (sciencedirect.com)
  10. Garbarino, E. and Johnson, M. S. (1999). The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships. Journal of Marketing, 63(2), 70-87
  11. Greenberg, J. (2002). CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time. 2nd ed. Berkeley, CA: McGraw-Hill/Osborne.
  12. Gustafsson, A., Johnson, M. D. & Roos, I (2005). The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention. Journal of Marketing, 69(4), 210-218
  13. Jayantha Dewasiri and T. Geetha. (2014). Determinants of customer retention with special reference to mobile telecommunication industry in Sri Lanka. Published proceedings of 3rd international conference on management and economics, University of Ruhuna, Sri Lanka.
  14. Kristof De Wutf, Gaby Odekerken-Schrocler, & Dawn lacobucci (2001). Investments in consumer Relationships: A Cross-Country and Cross-Industry Exploration. Journal of Marketing, 65 33-50.
  15. Nagisimha Kanagal, Role of relationship marketing in competitive marketing strategy. Journal of Management & marketing research.
  16. Raanaweera, Chatura and Jaideep Prabhu. (2003). On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth. Journal of targeting, measurement and analysis for marketing Vol. 12.
  17. Rootman, C., Tait, M., Sharp, G. (2011). Relationship marketing and customer retention. Lessons for South African banks. Southern African Business Review, 15 (3), 186-206.
  18. Sally Dibb & Meadows (2004) relationship marketing and CRM –a financial services case study. Journal of Strategic Marketing
  19. Sherrell D. L. Bejou D. (2007). Assessing the Productivity of Relationship Marketing: Moving Toward a Paradigm. Journal of Relationship Marketing, 6 (2), 3-7.
  20. Singh, T., Srivastava, V. (2008). Relationship Marketing Across Value Delivery Network: A Literature Review. 8th Global Conference on Business & Economics. ISBN : 978-0-9742114-5-9.
  21. Suhail, Mushtaq Darzi (2016). Determining the role of employees perception towards CRM practices and customer retention. Pacific business review international. Volume 1(August 2016).
  22. T.Hennig Thurau & Alexander Klee. (1997) The impact of customer satisfaction and relationship quality on customer retention –a critical re-assessment & model development. Psychology & Marketing. Vol. 4(8)
  23. Voss, G. B. & Voss, G. Z. (1997). Implementing a relationship marketing program: A case study and managerial implications. The Journal of Services Marketing, vol. 11 no. 4, pp. 278-29.

Bibliography

  1. Shahjahan S. (2005) Relationship marketing. Tata McGraw Hill Publishers. 
  2. Zeithaml,V.A. and Bitner, M.J. (2000) Service Marketing. McGraw Hill Publishing.
[author] => Mohammad Rafiq Lone [googlescholar] => https://scholar.google.co.in/citations?view_op=view_citation&hl=en&imq=EPRA+International+Journal+of+Economic+and+Business+Review&citation_for_view=KeqZGcIAAAAJ:geHnlv5EZngC&gmla=AJsN-F7kYMYMWnC8HVhiQi2tnWypscO1VJGDdJcseajEQBfaM8FH9807as2Jj9jjRPrEU_XHYwS8MNnURUOPAo0uQl2HTRe9AM58BXLZSvBGMYBWSljzMl4 [doi] => [year] => 2016 [month] => November [volume] => 4 [issue] => 11 [file] => eprapub/EW201611-01-001316.pdf [abstract] =>

With the growth of services sector, the scope of relationship marketing has also grown exponentially. It has a wider scope than CRM as it emphasizes not only on B2C transactions but on B2B and B2G transactions as well. The growth of services in India can be attributed to various factors like the post 1990’s liberalization, population growth, increase in the number of nuclear families and working women, increase in disposable income, lifestyle, health, fitness consciousness and growth in recreational facilities, era of guarantees and warranties and increase in standard of living. The paper is aimed to provide an insight into the body of knowledge and research work available on the subject of relationship marketing and customer retention in relation to the service sector and is expected to provide with the understanding of the need for building fruitful relationships with customers and other parties involved in delivering value to the customer. It will provide with an idea as to if it is worthwhile to invest in relationship marketing initiatives or not. Subject of relationship marketing has attracted the attention of researchers and many research studies have been carried out in this field in the last few decades. The literature review presented attempts to provide an overview of the theoretical and empirical literature.       

KEY WORDS: Relationship marketing, CRM, loyalty, customer retention.

[keywords] => [doj] => [hit] => 2055 [status] => [award_status] => P [orderr] => 21 [journal_id] => 4 [googlesearch_link] => [edit_on] => [is_status] => 1 [journalname] => EPRA International Journal of Economic and Business Review(JEBR) [short_code] => IJES [eissn] => 2347-9671 (O), 2349-0187(P) [pissn] => [home_page_wrapper] => images/products_image/12.JEBR.png ) Error fetching PDF file.