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Baines, Fill & Page: Marketing

Chapter 17

Research Insight 17.1
Day, G. (2000) Managing market relationships, Journal of the Academy of Marketing Science, 28, 1, Winter, 24-30
Research Insight 17.2
Gronroos, C. (1994) From marketing mix to relationship marketing, Management Decision, 32, 2, 4-20
Research Insight 17.3
Reichheld, F.F. and Sasser, E.W. (1990) Zero defections: quality comes to services, Harvard Business Review, (September), 105-111
Research Insight 17.4
Morgan, R.M. and Hunt, S.D. (1994) The commitment-trust theory of relationship marketing, Journal of Marketing, 58 (July), 20-38