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Relationship Marketing: Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention [Hardcover]

Thorsten Hennig-Thurau (Editor), Ursula Hansen (Editor)
3.7 out of 5 stars  See all reviews (3 customer reviews) |
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Book Description

ISBN-10: 3540669426 | ISBN-13: 978-3540669425 | Publication Date: March 15, 2000 | Edition: 1
Relationship Marketing provides a comprehensive overview of the fundamentals and important recent developments in this fast-growing field. "This book makes a landmark contribution in assembling some of the best contemporary thinking about relationship marketing illustrated with concrete descriptions of companies in the automobile industry, consumer electronics, public utilities and so on, which are implementing relationship marketing. I highly recommend this to all companies who want to see what their future success will require." PROF. PHILIP KOTLER, NORTHWESTERN UNIVERSITY, ILLINOIS

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Product Details

  • Hardcover: 477 pages
  • Publisher: Springer; 1 edition (March 15, 2000)
  • Language: English
  • ISBN-10: 3540669426
  • ISBN-13: 978-3540669425
  • Product Dimensions: 9.2 x 6.2 x 1.3 inches
  • Shipping Weight: 1.7 pounds (View shipping rates and policies)
  • Average Customer Review: 3.7 out of 5 stars  See all reviews (3 customer reviews)
  • Amazon Best Sellers Rank: #2,851,405 in Books (See Top 100 in Books)

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3.7 out of 5 stars (3 customer reviews)
 
 
 
 
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1 of 1 people found the following review helpful:
5.0 out of 5 stars Great collection of writings, June 21, 2008
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Lisa-Maria (Trinidad and Tobago) - See all my reviews
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This review is from: Relationship Marketing: Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention (Hardcover)
This book presents a great review of writings on the subject of Relationship Marketing. It has been quite helpful for my Masters Thesis
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1 of 1 people found the following review helpful:
5.0 out of 5 stars I loved this book, January 19, 2003
By 
James P Ollen (Singapore Singapore) - See all my reviews
This review is from: Relationship Marketing: Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention (Hardcover)
Scholarly, objective, well-written group of essays about loyalty by a number of writers on both sides of the Atlantic. Highly recommended.
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0 of 1 people found the following review helpful:
1.0 out of 5 stars Writing is very Mechanical, December 29, 2008
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Book-Mahrk (Louisville, KY) - See all my reviews
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This review is from: Relationship Marketing: Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention (Hardcover)
I purchased this book for my Customer and Competitive advantage class. This is a very difficult book to use. This book references other books, which makes using it as a reference text is impossible. The best thing about his book was the figures; they sometimes summarized the very convoluted text. Writing is very mechanical.
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Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
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Inside This Book (learn more)
First Sentence:
Sixteen years have passed since the relationship marketing concept was first mentioned in the literature, by Berry (1983), and the concept is still en vogue, maybe more so now than ever before. Read the first page
Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
relationship marketing success, relational offers, effective complaint management, complaint management process, special treatment benefits, closeness gap, customer retention programs, customer bonding, relationship marketing concept, managing relationships with customers, relationship marketing activities, relationship marketing literature, relationship marketing paradigm, relational benefits, relationship marketing theory, customer skills, sociological competence, transaction episodes, lifecycle theory, relationship marketing strategy, customer satisfaction barometer, complaint management system, relationship marketing approach, confidence benefits, relational barriers
Key Phrases - Capitalized Phrases (CAPs): (learn more)
Journal of Marketing, New York, Harvard Business Review, Fata Morgana, Journal of Retailing, Rose Week, Realistic Goal, Enterprise Customer Management, Journal of Consumer Research, Peter Lang, University of Hanover, Consumer Markets, Free Press, Sloan Management Review, Thousand Oaks, Englewood Cliffs, Internes Marketing, Management Decision, Prentice Hall, Quality Comes, Thirty Relationships, Traditional Marketing Management, Department of Marketing, Helsingin Sanomat, International Conference
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Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
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