scholarly journals “Making Connections”: Insights into Relationship Marketing from the Australasian Stock and Station Agent Industry

2009 ◽  
Vol 10 (3) ◽  
pp. 423-448
Author(s):  
Simon Ville
Keyword(s):  
Economic Development ◽  
New Zealand ◽  
Relationship Marketing ◽  
Market Research ◽  
Customer Relationships ◽  
Primary Industry ◽  
Business Services ◽  
Rural Business ◽  
Recent Origin

Relationship marketing has received little attention from business historians who have favored the study of branding, associational advertising, market research, and the role of marketing agencies, particularly in relation to modern consumer manufacturing. Although the term relationship marketing is of recent origin, we analyze its practice under a different guise, “connections,” over several centuries: we draw on the extensive archival evidence of a rural business services industry in Australia and New Zealand. Relationship marketing's emphasis upon close and enduring individual customer relationships mitigated uncertainty of performance and behaviour, on both sides of the transaction, created by a long and geographically extended supply chain. The success of these relationships contributed to the primary industry-led economic development of both nations.

scholarly journals A Study of the Effect of Service Recovery on Customer Loyalty Based On Marketing Word Of Mouth in Tourism Industry

2019 ◽  
Vol 64 ◽  
pp. 74-84
Author(s):  
Chih-Hung PAI ◽  
Kuo-Min KO ◽  
Troy SANTOS
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Market Research ◽  
Service Failure ◽  
Service Recovery ◽  
Business Research ◽  
Consumer Services ◽  
Online Brand Community ◽  
The Impact

Akamavi, R K., Mohamed, E., Pellmann, K., & Xu, Y. (2015). Key determinants of passenger loyalty in the low-cost airline business. Tourism Management, 46, 528-545. Baldus, B.J., Voorhees, C., & Calantone, R. (2015). Online brand community engagement: Scale development and validation. Journal of Business Research, 68(5), 978-985. Boo, H.V. (2017). Service Environment of Restaurants: Findings from the youth customers. Journal of Asian Behavioural Studies, 2(2), 67-77. Bowen, T.J., & Chen, S.L. (2015). Transitioning Loyalty Programs: A Commentary on the Relationship Between Customer Loyalty & Customer Satisfaction. International Journal of Contemporary Hospitality Management, 27(3), 415-430. Casidy, R., & Shin, H. (2015). The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions. Journal of Retailing and Consumer Services, 27, 103-112. Chang, J.H. (2017). The role of relationship on time and monetary compensation. The Service Industries Journal, 37, 915-935. Fan, A., Mattila, A.S., & Zhao, X. (2015). How does social distance impact customers’ complaint intentions? A cross-cultural examination. International Journal of Health Policy and Management, 47, 35-42. Gohary, A., Hamzelu, B., & Alizadeh, H. (2016). Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: a study of Iranian online shoppers. Journal of Retailing and Consumer Services, 31, 127-142. Guo, L., Lotz, S.L., Tang, C., & Gruen, T.W. (2015). The role of perceived control in customer value cocreation and service recovery evaluation. Journal of Service Research, 19(1), 39-56. Heidenreich, S., Wittkowski, K., Handrich, M., & Falk, T. (2015). The dark side of customer co-creation: exploring the consequences of failed co-created services. The Journal of the Academy of Marketing Science, 43(3), 279-296. Hsu, C.L., & Lin, J.C.C. (2016). Effect of perceived value and social influences onmobile app stickiness and in-app purchase intention.Technological Forecasting and Social Change, 108, 42-53. Kashif, M., Zarkada, A., & Ramayah, T. (2016).The impact of attitude, subjective norms, and perceived behavioural control on managers’ intentions to behave ethically. Total Quality Management & Business Excellence, 29(5-6), 1-21. Li, M., Qiu, S.C., & Liu, Z., (2016). The Chinese way of response to hospitality service failure: The effects of face and guanxi. International Journal Hospital Management, 57, 18-29. Liu, S.Q., & Mattila, A.S. (2015). “I Want to Help” versus “I Am Just Mad” how affective commitment influences customer feedback decisions. Cornell Hospitality Quarterly, 56(2), 213-222. Oman, B., Pepur, M., & Arneric, J. (2016). The impact of service quality and sport-team identification on the repurchase intention. Journal of Contemporary Management Issues, 21(1), 19-46. Ozuem, W., Patel, A., Howell, K.E. & Lancaster, G. (2016). An Exploration of Consumers' Response to Online Service Recovery Initiatives. International Journal of Market Research, 59(1), 97-115. Park, J., & Ha, S. (2016). Co-creation of service recovery: Utilitarian and hedonic value and post-recovery responses. Journal of Retailing and Consumer Services, 28, 310-316. Rezaei, S., Shahijan, M.K., Amin, M., & Ismail, W.K.W. (2016). Determinants ofapp stores continuance behavior: A pls path modellingapproach. Journal of Internet Commerce, 15(4), 408-440. Sengupta, S.A., Balaji, M., & Krishnan, B.C. (2015). How customers cope with service failure? A study of brand reputation and customer satisfaction. Journal of Business Research, 68(3), 665-674. Sloan, S., Bodey, K., & Gyrd-Jones, R. (2015). Knowledge sharing in online brand communities. Qualitative Market Research: An International Journal, 18(3), 320-345. Tan, C., Benbasat, I. & Cenfetelli, R.T. (2016). An Exploratory Study of the Formation and Impact of Electronic Service Failures. MIS Quarterly, 40(1), 1-31. Van Vaerenbergh, Y., & Orsingher, C. (2016). Service Recovery: An Integrative Framework and Research Agenda. The Academy of Management Perspectives, 30(3), 328-346. Varela, J.C.S., Svensson, G., Brambilla, F.R., & Oliveros, M.E.G. (2015) Perceived Justice & Emotions in a Negative Service Encounter: A Latin American Perspective. In: Kubacki K. (eds). Ideas in Marketing: Finding the New and Polishing the Old. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Cham: Springer. Vyas, V. & Raitani, S. (2015). A Study of the Impact of Relationship Marketing on Cross-Buying. Journal of Relationship Marketing, 14(2), 79-108. Weber, K., Sparks, B., & Hsu, C.H. (2016). The effects of acculturation, social distinctiveness, and social presence in a service failure situation. International Journal Hospital Management, 56, 44-55. Wu, J., Huang, L., Zhao, J.L., & Hua, Z. (2015).The deeper, the better? Effect of online brand community activity on customer purchase frequency. Information & Management, 52(7), 813-823. Yang, A., Chen, Y., & Huang, Y. (2017). Enhancing customer loyalty in tourism services: the role of customer-company identification and customer participation. Asia Pacific Journal of Tourism Research, 22(7), 735-746. Zhang, H., Zhang, K.Z., Lee, M.K., & Feng, F. (2015). Brand loyalty in enterprise microblogs: Influence of community commitment, IT habit, and participation. Information Technology & People, 28(2), 304-326.

Developing relationships with school customers: the role of market orientation

2017 ◽  
Vol 31 (7) ◽  
pp. 1054-1068 ◽  
Author(s):  
Sonja Martin Poole
Keyword(s):  
Market Orientation ◽  
Relationship Marketing ◽  
Affective Commitment ◽  
Customer Relationships ◽  
Brand Trust ◽  
Content Type ◽  
Attitudinal Loyalty ◽  
School Organizations ◽  
Successful School

Purpose While the role of relationship marketing to consumers’ overall satisfaction with schools has been discussed in the education management literature, empirical studies on the marketing mechanisms that underpin school-customer relationships are limited. The purpose of this paper is to establish the association between market orientation (MO) in the school context and key relationship marketing performance indicators. Design/methodology/approach MO and four relationship constructs (brand trust, affective commitment, attitudinal loyalty, and advocacy) were measured using existing and established scales from the education and behavioral literatures. A model reflecting causal ordering derived from the literature and an understanding of school-customer relationships was developed. Data were collected from 205 parents of school-aged children in the USA and analyzed using structural equation analysis. Findings Results show that a positive relationship between market-oriented behaviors of school organizations and three of the identified indicators of successful school relationship marketing (affective commitment, attitudinal loyalty, and advocacy) are mediated by brand trust. Originality/value The study contributes to an understanding of the theoretical relationship between market-oriented behaviors and relationship marketing for schools. The results suggest that, for school organizations, MO impacts important outcomes and thus may be vital to sustainability and growth.

Ethnic-sectoral cleavages and economic development: reflections on the second Kenya debate

2003 ◽  
Vol 41 (3) ◽  
pp. 437-455 ◽  
Author(s):  
Paul Vandenberg
Keyword(s):  
Economic Development ◽  
Economic Analysis ◽  
Industrial Development ◽  
Large Scale ◽  
Manufacturing Firms ◽  
Business Community ◽  
Ethnic Business ◽  
Rural Business ◽  
Narrow Focus

The second Kenya debate has prompted a close examination of the role of an ethnic business community – Indians/Asians – in the country's industrial development. While this community does own up to three-quarters of the country's medium and large-scale manufacturing firms, a narrow focus on manufacturing understates the contribution which Africans have made to the economy. A progressive rural business class is more likely to re-invest in profitable farming activities and to branch out into agro-processing, transport and trading than to undertake risky investments in urban manufacturing. As a result, historical ethnic-sectoral cleavages will tend to be reinforced. The article provides new calculations on the extent of African involvement in manufacturing, and reviews an ancillary literature which uses institutional and socio-economic analysis to understand differences in Kenya's business communities.

scholarly journals Guest Editorial: Technologies and Relationship Marketing

2021 ◽  
pp. 183933492199438
Author(s):  
Park Thaichon ◽  
Geoff Soutar ◽  
Scott Weaven
Keyword(s):  
Social Media ◽  
Relationship Marketing ◽  
Mobile App ◽  
Customer Relationships ◽  
Special Issue ◽  
Intention To Purchase ◽  
Future Technologies ◽  
The Impact ◽  
Content Marketing

In the special issue “The Impact of the Current and Future Technologies on Relationship Marketing,” the Australasian Marketing Journal presents a series of papers covering topics to gain a better understanding of the current and future technologies that may play a role or have a robust impact on relationship marketing and contribute to theories associated with relationship marketing. The topics for the special issue include, but are not limited to, (a) the role of social media–enabled technology; (b) social media marketing on value co-creation and engagement; (c) mobile app technology and intention to purchase; (d) digital content marketing and content marketing strategies; and (e) building and maintaining customer relationships via online relationship marketing.

scholarly journals The role of individual relationship marketing factors in influencing customer retention among microfinance institutions in Kenya

2020 ◽  
Vol 2 (3) ◽  
pp. 71-81
Author(s):  
Stella Nyongesa ◽  
Francis Kibera ◽  
Ruth Kiraka
Keyword(s):  
Relationship Marketing ◽  
Linear Regression Analysis ◽  
Relationship Management ◽  
Customer Retention ◽  
Shared Values ◽  
Customer Relationships ◽  
Retention Data ◽  
Relational Factors ◽  
The Relationship

Organizations seeking a competitive advantage are increasingly embracing relationship marketing programs to manage customer relationships more efficiently. However, despite the deployment of such relationship management programs, customer retention continues to be the greatest challenge facing many organizations. This paper argues that relationship marketing factors - trust, commitment, strong bonds, communication, shared values and keeping promises - each plays a unique role in influencing customer retention, however, the nature of the influence of these individual factors on customer retention moreover in a developing market context has not been empirically investigated much. Relying on social exchange theory and relational market behavior theory, this study sought to determine the relationship between these relational factors and customer retention. Data were collected among 492 customers of Kenya's microfinance sector, using a structured self-administered questionnaire. The association between individual relationship marketing factors and customer retention was tested through simple linear regression analysis. Results showed that among the six relational factors, communication and shared values were the most significant. The study makes a theoretical contribution to the relationship marketing knowledge base by providing empirical evidence on the role of individual relationship marketing factors in predicting customer retention. Marketing practitioners should develop relationship management programs that promote communication effectiveness and shared values.

scholarly journals The Role of Workplace Contests in New Zealand

1970 ◽  
Author(s):  
Rupert Tipples
Keyword(s):  
Economic Development ◽  
New Zealand ◽  
Case Studies ◽  
Major Part ◽  
Theoretical Concepts ◽  
Documentary Sources

Contests have played a major part in New Zealand's economic development since colonisation. They are part of the New Zealand psyche. After defining contests, this paper discusses the range and place of contests in economic development and the underlying theoretical concepts. How contests are used, operate in practice, and their benefits, are discussed by means of case studies based on both documentary sources and participant's accounts. The setting up and operation of contests is considered, together with the part played the various stakeholders in any particular contest. Conclusions are drawn on the features needed to prolong their usefulness and longevity.

scholarly journals The role of knowledge intensive business services in economic development: a bibliometric analysis from Bradford, Lotka and Zipf laws

2019 ◽  
Vol 26 (4) ◽  
Author(s):  
Ronnie Figueiredo ◽  
Osvaldo Quelhas ◽  
Júlio Vieira Neto ◽  
João J. Ferreira
Keyword(s):  
Economic Development ◽  
Scientific Community ◽  
Innovation Management ◽  
Business Management ◽  
International Scientific Community ◽  
Business Services ◽  
Knowledge Intensive Business Services ◽  
The World ◽  
Knowledge Intensive

Abstract The international scientific community considers Knowledge Intensive Business Services (KIBS) as one of the main themes related to innovation and economic development. This article presents a review based on Scopus and ISI Web of Knowledge databases, on the KIBS topic in the world, considering the period 2000-2017. The study aimed to understand the role of KIBS in regional development, and they were considered in their roles as innovations’ attributes and resources, methodologies and tools for innovation management, transfer, knowledge diffusion and networks. They concentrate in the areas of business, management and economics, developing approaches to seek innovation, competitiveness and economic development.

scholarly journals Research into Labour, Employment and Work in New Zealand: Overview of the Ninth Conference

1970 ◽  
Author(s):  
Philip Morrison
Keyword(s):  
New Zealand ◽  
Labour Market ◽  
Market Research ◽  
Labour Force ◽  
Pacific Island ◽  
Community Institutions ◽  
Employment Generation ◽  
Employment Experience ◽  
First Time

Each new conference in this series produces research which advances the field, often in unexpected directions. The ninth conference focussed our attention on two rapidly growing areas of labour market research: the dynamics of the labour market and its geography. Our understanding of labour, employment and work was advanced in other directions as well including woman in the labour force, the role of community institutions in employment generation, tho potential impacts of aging on the labour market and, for the first time in the LEW series, the employment experience of Pacific Island peoples in New Zealand. The following overview offers a synopsis of the key arguments in each of the 35 papers.

Are blogs still effective to maintain customer relationships?

2015 ◽  
Vol 6 (1) ◽  
pp. 5-25 ◽  
Author(s):  
Chaang-Iuan Ho ◽  
Pie-Chun Lee
Keyword(s):  
Relationship Marketing ◽  
Structural Equation ◽  
Online Survey ◽  
Information Quality ◽  
Dominant Role ◽  
Customer Relationships ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role

Purpose – The purpose of this study is to propose a model investigating the effectiveness of travel blogs as a relationship marketing tool. Specifically, the mediating role of online relationship quality (RQ) dimensions between the attributes of blogs and e-loyalty is modeled. Furthermore, the study investigates the e-loyalty to travel blogs in explaining the reader’s intention to purchase from its online retailer. Design/methodology/approach – The subjects of this study were blog readers who had travel blog usage experiences. The online survey was conducted by one of the major portal Web sites in Taiwan. There were 288 usable responses obtained in total. The structural equation modeling approach was used to estimate the research model. Findings – The research results indicate that information quality plays a dominant role in influencing online satisfaction and trust. The mediating role of e-satisfaction between e-trust and e-loyalty is identified, and thus the online RQ development process: information quality → e-trust → e-satisfaction → e-loyalty→ intention to buy travel products. Research limitations/implications – Travel blogs are still effective to maintain customer relationship. However, they seem to lose interactivity and entertainment to readers. Practical implications – Managerial implications lay emphasis on providing a completed circuit by integrating different social media to facilitate tourism information seeking. Originality/value – This study is to develop a context-specific model of relationship marketing drivers to the travel blogosphere.

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