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  1. Achrol, Ravi S. (1997), "Changes in the Theory of Interorganizational Relations in Marketing: Towards a Network Paradigm," Journal of the Academy of Marketing Science, 25 (1), 56-71.

  2. Adams, Roy J. and Noah M. Meltz eds. (1993), Industrial relations theory : its nature, scope, and pedagogy, Metuchen, N.J.: IMLR Press/Rutgers University: Scarecrow Press.

  3. Anderson, James C., Hakan Hakansson, and Lars Johanson (1994), "Dyadic Business Relationships within a Business Network Context," Journal of Marketing, 58 (December), 1-15.

  4. Anderson, James C. and James A. Narus (1998), "Understanding What Customers Value," Harvard Business Review, 76 (November/December), 53-65.

  5. ----------------- (1999), Business Marketing Management: Understanding, Creating, and Delivering Value, Upper Saddle River, New Jersey: Prentice Hall.

  6. Bagozzi, Richard P. (1975), "Marketing as Exchange," Journal of Marketing, 39 (October), 32-39.

  7. Barnes, James G. (1994), "Close to the Customer: But is it Really a Relationship?," Journal of Marketing Management, 10, 561-570.

  8. ----------------- (1995), "The Quality and Depth of Customer Relationships," in Proceedings of the 24th EMAC Conference, Bergadaa M. (ed.) Cergy Pontoise: European Marketing Academy.

  9. Barney, Jay B. and Mark H. Hansen (1994), "Trustworthiness as a source of Competitive Advantage," Strategic Management Journal, 15 (winter), 175-190.

  10. Barney, Jay B. and William Hesterly (1996), "Organizational Economics: Understanding the Relationship Between Organizations and Economic Analysis," in Handbook of Organizational Studies, R.S. Clegg and C. Hardy and R. Nord, eds., Thousand Oaks, C.A.: Sage Publications, Inc.

  11. Bartlett, C.A. and Sumantra Ghoshal (1989), Managing across Borders: The Transnational Solution, Boston, Mass.: Harvard Business School Press.

  12. Bendapudi, Neeli and Leonard L. Berry (1997), "Customers' Motivations for Maintaining Relationships with Service Providers," Journal of Retailing, 73 (1), 15-37.

  13. Berry, Leonard L. (1983), "Relationship Marketing," in Emerging Perspectives on Services Marketing, Leonard L. Berry and Lynn Shostack and Gregory Upah, eds., Chicago: American Marketing Association.

  14. Berry, Leonard L. and Larry G. Gresham (1986), "Relationship Retailing: Transforming Customers into Clients," Business Horizons, 29 (November/December), 43-47.

  15. ----------------- (1995), "Relationship Marketing of Services - Growing Interest, Emerging Perspectives," Journal of the Academy of Marketing Science, 23 (Fall), 236-245.

  16. Biggadike, E. Ralph (1981), "The Contributions of Marketing to Strategic Management," Academy of Management Review, 6 (4), 621-632.

  17. Biong, Harald and Fred Selnes (1996), "The strategic role of the salesperson in established buyer-seller relationships," Cambridge, Mass.: Marketing Science Institute.

  18. Blois, Keith John (1995), "Relationship marketing - is it always appropriate?," Management Research Paper, Oxford: Templeton College Oxford.

  19. ----------------- (1995), "Relationship marketing in organizational markets - it's information needs," Management Research Paper, Oxford: Templeton College Centre for Management Studies.

  20. ----------------- (1995), "Relationship marketing in organizational markets : when is it appropriate?," Management Research Paper, Oxford: Templeton College Centre for Management Studies.

  21. Brown, Stanley A. (1999), Strategic customer care: an evolutionary approach to increasing customer value and profitability, New York: John Wiley & Sons.

  22. Bruce, Brian R. and Nick Meacher (1992), Marketing investment management services: innovative strategies for capturing and keeping key institutional accounts, New York ; London: Woodhead-Faulkner.

  23. Burnes, Bernard and B. G. Dale (1998), Working in partnership: best practice in customer-supplier relations, Brookfield, Vt.: Gower.

  24. Buttle, Francis A. (1995), "Relationship Marketing : an overview," Working Paper, Manchester: Manchester Business School.

  25. ----------------- (1996), Relationship Marketing: Theory and Practice, London: Paul Chapman.

  26. Campbell, Alexandra J. (1995), The effect of fast market responsiveness on supply partnerships, Cambridge, Mass.: Marketing Science Institute.

  27. Campbell, N.C.G. (1987), "Competitive advantage from relational marketing : the Japanese approach," in 1st Conference of the British Academy Working Paper, University of Warwick, September 13-15: Manchester Business School.

  28. Campbell, N.C.G. and Malcolm T. Cunningham (1983), "Customer Analysis for Strategy Development in Industrial Markets," Strategic Management Journal, 1, 360-380.

  29. Cardozo, Richard N. and Shannon H. Shipp (1987), "New Selling Methods Are Changing Industrial Sales Management," Business Horizons, 30 (September -October), 23-28.

  30. Cardozo, Richard N., Shannon H. Shipp, and Kenneth J. Roering (1992), "Proactive Strategic Partnerships: a new business market strategy (customer-linked strategy)," Journal of Business and Industrial Marketing (Winter), 51-63.

  31. Cespedes, Frank V. (1995), Concurrent Marketing, Boston, Mass.: Harvard Business School Press.

  32. Christopher, Martin, Adrian Payne, and David Ballantyne (1993), Relationship marketing : bringing quality, customer service and marketing together, Oxford ; Boston: Butterworth-Heinemann.

  33. Cooper, John I. and J.T. Gartner (1993), "Building Good Business Relationships: More than Just Partnering or Strategic Alliances," International Journal of Physical Distribution and Logistics Management, 23 (6), 14-26.

  34. Cunningham, Malcolm T. and E. Homse (1984), "Controlling the marketing-purchasing interface : an analysis of personal contacts in industrial markets," Working Paper, Manchester: Dept. of Management Sciences, University of Manchester, Institute of Science & Technology.

  35. Curry, Jay and Adam Curry (2000), The Customer Marketing Method, How to Implement and Profit from Customer Relationship Management, New York: The Free Press.

  36. d'Avini, Richard A. (1994), Hypercompetition, New York: The Free Press.

  37. Day, George S. (1986), Analysis for strategic market decisions, St. Paul: West Pub. Co.

  38. ----------------- (1990), Market driven strategy : processes for creating value, New York: Free Press.

  39. ----------------- (1993), "The capabilities of market-driven organizations," Report, Cambridge, Mass.: Marketing Science Institute.

  40. ----------------- (1999), The Market Driven Organization, Understanding, Attracting and Keeping Valuable Customers, New -York: The Free Press.

  41. Day, George S. and Liam Fahey (1988), Valuing market strategies, Cambridge, Mass.: Marketing Science Institute.

  42. Day, George S. and David B. Montgomery (1999), "Special Issue: Fundamental Issues and Directions for Marketing," Journal of Marketing, 63 (4).

  43. Day, George S., Barton A. Weitz, and Robin Wensley (1990), The Interface of marketing and strategy, Greenwich, Conn.: JAI Press.

  44. De Wulf, Kristof (1999), "The Role of the Seller in Enhancing Buyer-Seller Relationships," Unpublished Ph.D. dissertation, Ghent University.

  45. De Wulf, Kristof and Gaby Odekerken-Schröder (2000), "The Influence of Seller Relationship Orientation and Buyer Relationship Proneness on Trust, Commitment and Behavioral Loyalty in a Consumer Environment," Working Paper, Gent, Belgium: Ghent University, Faculty of Economics and Business Administration.

  46. Dion, Paul, Debbie Easterling, and Shirley Jo Miller (1995), "What is really necessary in successful buyer/seller relationships?," Industrial Marketing Management, 24 (January), 1-9.

  47. Dwyer, F. Robert and F. Tanner John (1999), Business marketing : connecting strategy, relationships, and learning, Boston: Irwin/McGraw-Hill.

  48. Eisenhardt, Kathleen M. and Shona L. Brown (1999), "Patching: restricting business portfolios in dynamic markets," Harvard Business Review (May-June), 72-82.

  49. Fader, Peter S. and Leigh McAlister (1985), "A note on the relationship between promotion sensitivity and consumer specific variables," Cambridge, Mass.: The Marketing Center Massachusetts Institute of Technology Alfred P. Sloan School of Management.

  50. Fahy, John and Alan Smithee (1999), "Strategic Marketing and the Resource Based View of the Firm", Academy of Marketing Science Review, [Journal Online], 1999 (10), Academy of Marketing Science, Available from http://www.amsreview.org/amsrev/theory/fahy10-99.html, Internet, Accessed 26 September 2000.

  51. Faulkner, D. (1995), International Strategic Alliances: Co-operating to Compete, London: McGraw-Hill.

  52. Ford, David (1997), Understanding business markets: interaction, relationships and networks, London: Dryden.

  53. Frazier, Gary L., Spekman,Robert E.,O'Neal, Charles R. (1988), "Just-in-Time exchange Relationships in Industrial Markets," Journal of Marketing, 52, 52-67.

  54. Gadde, Lars-Erik and David Ford (1998), Managing business relationships, Chichester, England: John Wiley & Sons.

  55. Ganesan, Shankar (1994), "Determinants of long-term Orientation in Buyer-Seller Relationships," Journal of Marketing, 58, 1-19.

  56. Gemunden, Hans Georg, Thomas Ritter, and Achim Walter (1998), Relationships and networks in international markets, Oxford: Elsevier.

  57. Ghoshal, Sumantra and Nitin Nohria (1993), "Horses for courses: organizational forms for multinational corporations," Sloan Management Review, 34 (2), 23-35.

  58. Godin, Seth (1999), Permission marketing : turning strangers into friends, and friends into customers, New York: Simon & Schuster.

  59. Goodman, John (1986), "Compliant Handling in America," TARP: Technical Assistance Research Program, Washington: US Government, Office of Consumer Affairs.

  60. Gordon, Ian (1998), Relationship marketing : new strategies, techniques and technologies to win the customers you want and keep them forever, Chichester, England: John Wiley & Sons.

  61. Grayson, Kent and Tim Ambler (1999), "The Dark side of Long-term Relationships in Marketing Services," Journal of Marketing Research, 36 (1), 132-141.

  62. Griksheit, G.M., Cash, H.C.,Young, C.E. (1993), Handbook of selling: Psychological, Managerial and Market Dynamics, (2nd Edition Ed.), Chichester, England: John Wiley & Sons.

  63. Grönroos, Christian (1994), "Quo Vadis, Marketing? Towards a Relationship Marketing Paradigm," Journal of Marketing Management, 10, 347-360.

  64. ----------------- (1995), "Relationship Marketing," Journal of the Academy of Marketing Science, 23 (4), 252-254.

  65. Gummesson, Evert (1987), "The New Marketing-Developing Long-Term Interactive Relationships," Long Range Planning, 20 (4), 10-20.

  66. ----------------- (1994), "Making relationship marketing operational," The International Journal of Service Industry Management, 5 (5), 5-20.

  67. Hagel, John and Marc Singer (1999), Net Worth, Boston, Mass.: Harvard Business School Press.

  68. Hakansson, Hakan (1982), International marketing and purchasing of industrial goods: an interaction approach, Chichester, England: John Wiley & Sons.

  69. Hakansson, Hakan and Lars-Erik Gadde (1993), Professional purchasing, London: Routledge.

  70. Hakansson, Hakan and Ivan Snehota (1995), Developing relationships in business networks, London: Routledge.

  71. Halinen, Aino (1997), Relationship marketing in professional services : a study of agency-client dynamics in the advertising sector, London: Routledge.

  72. Hamel, Gary and Aimé Heene eds. (1994), Competence-Based Competition, New York: John Wiley & Sons.

  73. Hamel, Gary and C.K. Prahalad (1994), Competing for the Future, Boston: Harvard Business School Press.

  74. Haspeslagh, Philippe C. and David B. Jemison (1991), Managing Acquisitions, New York: The Free Press.

  75. Heide, Jan B. and George John (1990), "Alliances in Industrial Purchasing: The Determinants of Joint Action in Buyer-Supplier Relationship," Journal of Marketing Research, 27 (February), 24-36.

  76. Hiebeler, Robert, Thomas B. Kelly, and Charles Ketteman (1998), Best Practice: Building your business with customer-focused solutions, New York: Simon & Schuster.

  77. Hill Roy, Wells and J. Hillier Terry (1977), Organisational buying behaviour : the key to more effective selling to industrial markets, London: Macmillan.

  78. Hitt, Michael A., Joan E. Ricart i Costa, and Robert D. Nixon (1998), New managerial mindsets : organizational transformation and strategy implementation, Chichester, England: John Wiley & Sons.

  79. Hope, Jeremy and Tony Hope (1997), Competing in the Third Wave, Boston, Mass.: Harvard Business School Press.

  80. Houston, Franklin S., Jule B. Gassenheimer, and James M. Maskulka (1992), Marketing exchange transactions and relationships, Westport, Conn.: Quorum Books.

  81. IMP group (1982), "An Interaction Approach by the IMP group," International Marketing and Purchasing of Industrial Goods, 10-27.

  82. Jackson, Barbara Bund (1985), Winning and keeping industrial customers: The Dynamics of Customer Relationships, Lexington, Mass.: Lexington Books.

  83. ----------------- (1985), "Build Customer Relationships that Last," Harvard Business Review, 63 (9), 9.

  84. Jap, Sandy D. and Barton A. Weitz (1996), "Achieving strategic advantages in buyer-supplier relationships," Working Paper, Cambridge, Mass.: Marketing Science Institute.

  85. Jones, D.G.B. and D.D. Monieson (1990), "Early Development of the Philosophy of Marketing Thought ." Journal of Marketing (January), 102-113.

  86. Kalwani, Manohar U. and Narakesari Narayandas (1995), "Long-Term Manufacturing-Supplier Relationships: Do They Pay Off for Suppliers Firms?," Journal of Marketing, 59 (January), 1-16.

  87. Kaven, William H. (1971), "Managing the Major Sale," Research Study, New York: American Management Association.

  88. Kotler, Philip (1986), Principles of Marketing, Englewood Cliffs, New Jersey: Prentice Hall International Editions.

  89. ----------------- (1999), Kotler on Marketing, New York: The Free Press.

  90. Kympers, L., E.J. van der Lek, Paul Matthyssens, and J.B. Vollering (1992), Toegepaste Industriële Marketing, Deventer, Nederland: Kluwer Bedrijfswetenschappen.

  91. Lawrence, Raymond John and Michael J. Thomas (1971), Modern marketing management: selected readings, Harmondsworth: Penguin.

  92. Leenders, Michiel R. and David L. Blenkhorn (1988), Reverse marketing : the new buyer-supplier relationship, New York ; London: Free Press : Collier Macmillan.

  93. Low, Brian (1996), "Long-Term Relationship in Industrial Marketing," Industrial Marketing Management, 25 (1), 23-35.

  94. Martino, Jean-Marie (1997), "Investing in profitable customer relationships: a conference report," Conference Board Report, New York: The Conference Board Inc.

  95. Matthyssens, Paul and Christophe Van den Bulte (1994), "Getting Closer and Nicer: Partnerships in the Supply Chain," Long Range Planning, 27 (1), 72-83.

  96. McCarthy, E. Jerome and William D. Jr. Perreault (1997), Essentials of Marketing: A Global Management Approach, (7th edition Ed.), Homewood, Ill., USA: Richard D. Irwin, Inc.

  97. McDonald, Malcolm (1992), Strategic marketing planning, London: Kogan Page.

  98. ----------------- ed. (1995), Marketing Strategies: new approaches, new techniques, Oxford: Pergamon.

  99. McDonald, Malcolm, Wendy Hewson, and Hugh Wilson (1993), Emerging information technologies : a marketing opportunity, Olney: HCG Publications.

  100. McDonald, Malcolm and John Leppard (1993), How to sell a service : guidelines for effective selling in a service business, Oxford: Butterworth-Heinemann.

  101. McKenna, Regis (1985), The Regis Touch, Mass. USA: Addison-Wesley Pub. Co.

  102. ----------------- (1991), Relationship marketing: successful strategies for the age of the customer, Reading, Mass.: Addison-Wesley Pub. Co.

  103. ----------------- (1992), Relationship marketing: own the market through strategic customer relationships, London: Century Business.

  104. ----------------- (1995), "Real-Time Marketing," Harvard Business Review, 73 (4), 87-95.

  105. McNiel, Ian R. (1980), The New Social Contract, New Haven, London: Yale University Press.

  106. Milne, George R. and María Eugenia Boza (1998), Trust and concern in consumers' perceptions of marketing information management practices, Cambridge, Mass.: Marketing Science Institute.

  107. Moorman, Christine, Rohit Desphande, and Gerald Zaltman (1993), "Factors affecting trust in market research relationships," Journal of Marketing, 57 (1), 81-101.

  108. Morgan, Robert M. and Shelby D. Hunt (1994), "The Commitment-Trust Theory of Relationship Marketing," Journal of Marketing, 58 (July), 20-38.

  109. Myer, Randy (1989), "Suppliers Manage Your Customers," Harvard Business Review (November-December), 160-168.

  110. Naudé, Peter and Peter W. Turnbull (1998), Network dynamics in international marketing, (1st Ed.), Oxford: Pergamon.

  111. Nevin, John R. (1995), "Relationship Marketing and Distribution Channels: Exploring Fundamental Issues," Journal of the Academy of Marketing Science, 23 (Fall), 327-334.

  112. Newell, Frederick (1997), The new rules of marketing : how to use one-to-one relationship marketing to be the leader in your industry, New York: McGraw-Hill.

  113. Nickels, William G. and Marian Burk Wood (1997), Marketing : relationships, quality, value, New York: Worth Publishers.

  114. Noble, Charles and Michael Mokwa (1999), "Implementing Marketing Strategies: Developing and Testing a Managerial Theory," Journal of Marketing, 64 (4), 57-73.

  115. Nonaka, Ikujiro and Hirotaka Takeuchi (1995), The Knowledge-Creating Company:How Japanese Firms Create the Dynamics of Innovation, New York: Oxford University Press.

  116. Ohmae, Kenichi (1990), The Borderless World: Power and Strategy in the Interlinked Economy, New York: Harper Business.

  117. O'Reilly, Daragh and Julian Gibas (1995), Building buyer relationships : sales and marketing in a business-to-business environment, London: Pitman.

  118. Payne, Adrian (1998), Relationship marketing for competitive advantage : winning and keeping customers, Oxford: Butterworth-Heinemann.

  119. Payne, Adrian and Management Cranfield School of (1995), Advances in relationship marketing, London: Kogan Page.

  120. Pearson, Stewart (1996), Building brands directly : creating business value from customer relationships, New York: New York University Press.

  121. Peck, Helen and Chartered Institute of Marketing. (1999), Relationship marketing : strategy and implementation, Oxford ; Boston: Butterworth-Heinemann.

  122. Pfeffer, J. and G. Salancik (1978), The External Control of Organisations, New York: Harper.

  123. Pitt, Leyland F. and Susan K. Foreman (1999), "Internal Marketing Role in Organizations: A transaction Cost Perspective," Journal of Business Research, 44, 25-36.

  124. Porter, Michael E. (1980), Competitive Strategy, New York: Free Press.

  125. Prahalad, C.K. and Gary Hamel (1990), "The Core Competence of the Corporation," Harvard Business Review, 68 (3), 79-93.

  126. Quinn, James Brian (1992), Intelligent Enterprise, New York: The Free Press.

  127. Rackham, N., L. Friedman, and R. Ruff (1996), Getting Partnering Right, New York: McGraw-Hill.

  128. Rangan, V. Kasturi (1994), "Segmenting customers in mature industrial markets: an application," in Business Marketing Strategy, V. Kasturi Rangan and Benson P. Shapiro and Rowland Thomas Moriarty, eds., Chicago: Irwin Professional Pub.

  129. Rangan, V.K., Benson P. Shapiro, and Rowland Thomas Moriarty (1992), "Beating the commodity magnet," Industrial Marketing Management, 21, 215-224.

  130. Reddy, Srinivas K. and Luca Pellegrini (1987), Marketing channels : relationships and performance, Lexington, Mass.: Lexington Books.

  131. Reddy, Srinivas K. and Luca Pellegrini (1989), Retail and marketing channels : economic and marketing perspectives on producer-distributor relationships, London: Routledge.

  132. Reichheld, Frederick F. (1993), "Loyalty-Based Management," Harvard Business Review, 71 (2), 64-73.

  133. ----------------- (1996), The Loyalty Effect, The Hidden Force behind Growth, Profits and Lasting Value, Boston: Harvard Business School Press.

  134. Robinson, P. J., W. Faris Charles, and Yoram Wind (1967), Industrial buying and creative marketing, Boston, Mass.: Allyn and Bacon.

  135. Robinson, P. J. and Bent Stidsen (1967), Personal selling in a modern perspective, Boston: Allyn and Bacon.

  136. Ross, William T. (1985), "Managing marketing channel relationships," Working Paper, Cambridge, Mass.: Marketing Science Institute.

  137. Rowan, Bayard F. (1976), Effective relationships between marketing and other corporate functions, New York: Amacom.

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  139. Rumelt, R.P. (1984), "Towards a Strategic Theory of the Firm," in Competitive Strategic Management, R.B. Lamb, ed. Englewood Cliffs: Prentice Hall.

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  142. Shapiro, Benson P. and J. Wyman (1981), "New Ways to Reach your Customers," Harvard Business Review (July-August), 103-110.

  143. Shaw, Susan A. and Juliette Gibbs (1995), "Incentives in distribution channels: principals, agents and channel relationships," Working Paper, Glasgow: Department of Marketing, University of Strathclyde.

  144. Siguaw Judy, A., M. Simpson Penny, and L. Baker Thomas (1997), "The influence of market orientation on channel relationships: a dyadic examination," Working Paper: Marketing Science Institute.

  145. Smith, David W. (1996), Managing relationship selling, Aldershot: Gower.

  146. Smith, J. Brock and Donald W. Barclay (1997), "The Effects of Organizational Differences an Trust on the Effectiveness of Selling Partner Relationships," Journal of Marketing, 61 (January), 3-21.

  147. Sriram, Ven, Robert E. Krapfel, and Robert E. Spekman (1992), "Antecedents to Buyer-Seller collaboration: An Analysis From the Buyer's Perspective," Journal of Business Research, 25, 303-320.

  148. Sterne, Jim (1996), Customer service on the Internet : building relationships, increasing loyalty and staying competitive, New York: Wiley Computer Publishing.

  149. Stone, Merlin and Neil Woodcock (1995), Relationship marketing, London: Kogan Page.

  150. Storbacka, Kaj, Tore Strandvik, and Christian Grönroos (1994), "Managing Customer Relationships for Profit: The Dynamics of Relationship Quality," International Journal of Service Industry Management, 5 (5), 21-38.

  151. Stump, Rodney, L. and Jan B. Heide (1996), "Controlling Supplier Opportunism in Industrial Relationships," Journal of Marketing Research, 33 (4), 431-441.

  152. Sudharshan, Devanathan (1995), Marketing strategy : relationships, offerings, timing & resource allocation, Englewood Cliffs, N.J.: Prentice Hall.

  153. Swift, C.O. (1995), "Preferences for Single Sourcing and Supplier Selection Criteria," Journal of Business Research, 32 (2), 105-111.

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  160. Vavra, Terry G. (1995), Aftermarketing : how to keep customers for life through relationship marketing, (Rev. and updat Ed.), Chicago: Irwin Professional Pub.

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  165. Weitz, Barton A. and Kevin D. Bradford (1999), "Personal Selling and Sales Management: A Relationship Marketing Perspective," Journal of the Academy of Marketing Science, 27 (Spring), 241-254.

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