References
- Arnett, D. B., B. A. Macy and J. B. Wilcox (2005), "The Role of Core Selling Teams in Supplier-Buyer Relationships", Journal of Personal Selling and Sales Management, 25(1), 27-42.
- Berry, L. L. (1983), "Relationship Marketing", In L. Berry, G. L. Shostock and G. D. Upah (Ed.), Emerging Perspectives on Services Marketing, Chicago, IL: American Marketing Association.
- Bolton, R. N., K. N. Lemon and P. C. Verhoef (2004), "The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research", Journal of the Academy of Marketing Science, 32(3), 271-292. https://doi.org/10.1177/0092070304263341
- Bowman, D. and D. Narayandas (2004), "Linking Customer Management Effort to Customer Profitability in Business Markets", Journal of Marketing Research, 41(4), 433-447. https://doi.org/10.1509/jmkr.41.4.433.47011
- Brady, D. (2000), "Why Service Stinks," Business Week, 72-78.
- Dhar, R. and R. Glazer (2003), "Hedging Customers", Harvard Business Review, 81(5), 86-92.
- Dreze, X. and J. C. Nunes (2004), "Using Combined-Currency Prices to Lower Consumers' Perceived Cost", Journal of Marketing Research, 41(1), 59-72. https://doi.org/10.1509/jmkr.41.1.59.25085
- Dwyer, F. R., P. H. Schurr and Se-Jo Oh (1987), "Developing Buyer-Seller Relationships", Journal of Marketing, 51(2), 11-27. https://doi.org/10.2307/1251126
- Fornell, C., M. D. Johnson, E. W. Anderson, Jae-Sung Cha and B. E. Bryant (1996), "The American Customer Satisfaction Index: Nature, Purpose and Findings", Journal of Marketing, 60(4), 7-18. https://doi.org/10.2307/1251898
- Gerstner, E. and B. Libai (2006), "Why Does Poor Service Prevail?", Marketing Science, 25(6), 601-603. https://doi.org/10.1287/mksc.1050.0154
- Gronroos, C. (2000), Service Management and Marketing: A Customer Relationship Management Approach (2nd ed.), Chichester, UK: John Wiley & Sons.
- Hogan, J. E., K. N. Lemon and B. Libai (2003), "What Is the True Value of a Lost Customer?", Journal of Service Research, 5(3), 196-208. https://doi.org/10.1177/1094670502238915
- Homburg, C., M. Droll and D. Totzek (2008), "Customer Prioritization: Does It Pay off, and How Should It be Implemented?", Journal of Marketing, 72(5), 110-130. https://doi.org/10.1509/jmkg.72.5.110
- Hunt, S. D. (2000), A General Theory of Competition, Thousand Oaks, CA: Sage Publications.
- Hunt, S. D. (2002), Foundations of Marketing Theory: Toward a General Theory of Marketing, New York, NY: M.E. Sharpe.
- Hunt, S. D. (2010), Marketing Theory: Foundations, Controversy, Strategy, Resource-Advantage Theory, New York, NY: M.E. Sharpe.
- Hunt, S. D. and D. B. Arnett (2004), "Market Segmentation Strategy, Competitive Advantage and Public Policy: Grounding Segmentation Strategy in Resource-Advantage Theory", Australasian Marketing Journal, 12(1), 7-25. https://doi.org/10.1016/S1441-3582(04)70083-X
- Hunt, S. D., D. B. Arnett and S. Madhavaram (2006), "The Explanatory Foundations of Relationship Marketing Theory", Journal of Business and Industrial Marketing, 21(2), 88-91. https://doi.org/10.1108/10610420610651304
- Johnson, M. D. and F. Selnes (2004), "Customer Portfolio Management: Toward a Dynamic Theory of Exchange Relationships", Journal of Marketing, 68(2), 1-17. https://doi.org/10.1509/jmkg.68.2.1.27786
- Johnson, M. D. and F. Selnes (2005), "Diversifying Your Customer Portfolio", MIT Sloan Management Review, 46(3), 11-14.
- Kamakura, W. A., V. Mittal, F. De Rosa and J. A. Mazzon (2002), "Assessing the Service-Profit Chain", Marketing Science, 21(3), 294-317. https://doi.org/10.1287/mksc.21.3.294.140
- Kumar, V. and M. George (2007), "Measuring and Maximizing Customer Equity: A Critical Analysis", Journal of the Academy of Marketing Science, 35(2), 157-171. https://doi.org/10.1007/s11747-007-0028-2
- Lacey, R., Jae-Bom Suh and R. M. Morgan (2007), "Differential Effects of Preferential Treatment Levels on Relational Outcomes", Journal of Service Research, 9(3), 241-256. https://doi.org/10.1177/1094670506295850
- Niraj, R., M. Gupta and C. Narasimhan (2001), "Customer Profitability in a Supply Chain," Journal of Marketing, 65(3), 1-16. https://doi.org/10.1509/jmkg.65.3.1.18332
- Oh, Han-Mo (2015), "The Effect of Customer Prioritization on Financial Performance: Applying a Data Mining Formula to a Promotional Campaign", Journal of Distribution and Management Research, 18(1), 75-81. https://doi.org/10.17961/JDMR.18.1.201502.75
- Reichheld, F. F. and W. E. Sasser Jr (1990), "Zero Defections: Quality Comes to Services", Harvard Business Review, 68(5), 105-111.
- Rust, R. T., K. N. Lemon and V. A. Zeithaml (2004), "Return on Marketing: Using Customer Equity to Focus Marketing Strategy", Journal of Marketing, 68(1), 109-127. https://doi.org/10.1509/jmkg.68.1.109.24030
- Smith, J. B. and D. W. Barclay (1997), "The Effects of Organizational Differences and Trust on the Effectiveness of Selling Partner Relationships", Journal of Marketing, 61(1), 3-22. https://doi.org/10.2307/1252186
- Szymanski, D. M. and D. H. Henard (2001), "Customer Satisfaction: A Meta-Analysis of the Empirical Evidence", Journal of the Academy of Marketing Science, 29(1), 16-35. https://doi.org/10.1177/009207030102900102
- Verhoef, P. C (2003), "Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development", Journal of Marketing, 67(4), 30-45. https://doi.org/10.1509/jmkg.67.4.30.18685
- Weitz, B. A. and K. D. Bradford (1999), "Personal Selling and Sales Management: A Relationship Marketing Perspective", Journal of the Academy of Marketing Science, 27(2), 241-254. https://doi.org/10.1177/0092070399272008
- Yim, F. H. K., R. E. Anderson and S. Swaminathan (2004), "Customer Relationship Management: Its Dimensions and Effect on Customer Outcomes", Journal of Personal Selling and Sales Management, 24(4), 263-287.
- Zablah, A. R., D. N. Bellenger and W. J. Johnston (2004), "Customer Relationship Management Implementation Gaps", Journal of Personal Selling and Sales Management, 24(4), 279-295.
- Zeithaml, V. A., R. T. Rust and K. N. Lemon (2001), "The Customer Pyramid: Creating and Serving Profitable Customers", California Management Review, 43(4), 118-142. https://doi.org/10.2307/41166104