BazEkon - The Main Library of the Cracow University of Economics

BazEkon home page

Main menu

Author
Bąkowska Sylwia (Uniwersytet Szczeciński)
Title
Value Exchange in Customer Relationships
Wartość, jako element wymiany w relacjach z klientami
Source
Zeszyty Naukowe Uniwersytetu Szczecińskiego. Finanse, Rynki Finansowe, Ubezpieczenia, 2011, nr 49, s. 37-50, rys., bibliogr. 25 poz.
Keyword
Relacje z klientami, Zaufanie, Jakość, Satysfakcja klienta
Relationships with customers, Trust, Quality, Customer satisfaction
Note
streszcz., summ..
Abstract
Celem niniejszego opracowania jest zaprezentowanie różnorodnych podejść teoretycznych w zakresie wartości w relacji z klientami. Zważywszy na dużą wrażliwość klienta w ujęciu wartości, wrosło zainteresowanie wokół zagadnień uzupełniających kwestię kształtowania relacji z klientami. Pierwsze zagadnienie dotyczy, jakości poprzedzającej poziom satysfakcji klienta, następne zaufania i zaangażowania. W rezultacie zadowoleni klienci cenią podtrzymywanie wartości relacji, co w konsekwencji prowadzi do budowania zaangażowania, zwiększając tym samym więź z firmą, wpływając pozytywnie na siłę tej relacji. (abstrakt oryginalny)

The aim of this paper is to present various theoretical approaches of value in terms of customer relationships. While customers are value sensitive, debate has emerged around complementary issues of relationship construct. The first involves the quality as a predictor preceding level of customer's satisfaction, followed by trust and commitment. Finally, satisfied customers value maintaining the relationship, which results in commitment building and increases bonds with the company, positively influencing relationship strength. (original abstract)
Accessibility
The Library of Warsaw School of Economics
The Main Library of Poznań University of Economics and Business
Szczecin University Main Library
Full text
Show
Bibliography
Show
  1. Anderson J.C., Narus J.A., 1990, A Model of Distribution Firm and Manufacturer Firm Working Partnerships, Journal of Marketing, Vol. 54, January.
  2. Collins B., 1999, Pairing Relationship Value and Marketing, Australasian Marketing Journal, Vol.7, No. 1.
  3. Cronin J.J., Brady M.K., Hult G.T.M., 2000, Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments, Journal of Retailing, Vol. 76, No. 2.
  4. Crosby L.A., Evans K.R., Cowels D., 1990, Relationship Quality in Services Selling: An Interpersonal Selling Perspective, Journal of Marketing, Vol.54, July 1990.
  5. De Canniere M.H., De Pelsmacker P., Geuens, M., 2010, Relationship Quality and Purchase Intension and Behavior: The Moderating Impact of Relationship Strength, Journal of Business Psychology, Vol. 25.
  6. De Wulf K., Odekerken-Schroeder G., Iacobucci D., 2001, Investments in Consumer Relationships: A Cross-country and Cross-Industry Exploration, Journal of Marketing, Vol. 65, October.
  7. Donaldson B., O'Toole T., 2000, Classifying Relationship Structures: Relationship Strength in Industrial Markets, Journal of Business & Industrial Marketing, Vol. 15, Issue 7.
  8. Ganesan S., 1994, Determinants of Long-Term Orientation in Buyer-Seller Relationships, Journal of Marketing, Vol. 58, April.
  9. Grönroos Ch., 2000, Relationship Marketing: the Nordic School Perspective [in] Handbook of Relationship Marketing, Sheth, J. N., Parvatiyar, A. (Eds.), Thousand Oaks: Sage Publications.
  10. Grönroos Ch., 2004, The Relationship Marketing Process: Communication, Interaction, Dialogue, Value, Journal of Business & Industrial Marketing, Vol. 19, No.2.
  11. Gummesson E., 2000, Internal Marketing in the Light of Relationship Marketing and Networking Organizations [in] Varey R.J., Lewis B.R. (Eds.), Internal Marketing - Directions for Management, Routledge - Taylor & Francis Group, London.
  12. Monroe K.B., 1991, Pricing - Making Profitable Decisions, McGraw-Hill, New York.
  13. Morgan R.M., Hunt S.D., 1994, The Commitment-Trust Theory of Relationship Marketing, Journal of Marketing, Vol. 58, July.
  14. Palmatier R.W., Rajiv P.D., Grewal D., Evans K.R., 2006, Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis, Journal of Marketing, October.
  15. Petterson P.G, Spreng R., 1997, Modeling the Relationship Perceived Value, Satisfaction and Purchase Intentions Business-To-Business, Services Context: an Empirical Examination, International Journal of Service Industry Management, Vol. 8, Iss: 5.
  16. Ravald A., Grönroos Ch., 1996, The Value Concept and the Relationship Marketing, European Journal of Marketing, Vol. 30, No. 2.
  17. Reichheld F. E., Sasser Jr. W.E., 1990, Zero Defections: Quality Comes to Services, Harvard Business Review, September - October.
  18. Sheith J.N., Parvatiyar A., 1995, Relationship Marketing in the Consumer Markets: Antecedents and Consequences, Journal of the Academy of Marketing Science, Vol. 23, No. 4.
  19. Storbacka K,. Strandvik T., Gronroos Ch., 1994, Managing Customer Relationship for Profit: The Dynamics of Relationship Quality, International Journal of Service Industry Management, Vol. 5, No.5.
  20. Tzokas N., Saren M., 1999, Value Transformation in Relationship Marketing, Australasian Marketing Journal, Vol. 7, No. 1.
  21. Ulaga W., Eggert A., 2006, Relationship Value and Relationship Quality - Broadening the Nomological Network of Business-to-Business Relationships, European Journal of Marketing, Vol. 40, No. ¾.
  22. Vinson D.E., Scott J.E., Lawerence M. L., 1977, The Role of Personal Values in Marketing and Consumer Behavior, The Journal of Marketing, Vol.41, No. 2.
  23. Wilson D.T., Jantrania S., 1994, Understanding a Value of a Relationship, Asia - Australia Marketing Journal, Vol. 2, No. 1; Ibidem, Gronroos, Ch., 2004.
  24. Zeithaml V. A., 1988, Consumers Perceptions of Price, Quality and Value: A Means- End Model and Synthesis of Evidence, Journal of Marketing, Vol.52, July.
  25. Zeithaml V.A., Berry L., Parasuraman A., 1996, The Behavioral Consequences of Service Quality, Journal of Marketing, Vol. 60, No. 2.
Cited by
Show
ISSN
1640-6818
1733-2842
Language
eng
Share on Facebook Share on Twitter Share on Google+ Share on Pinterest Share on LinkedIn Wyślij znajomemu