This paper discusses an approach able to simultaneously compare the importance of performance and relationship marketing variables in building satisfaction among frequent customers. Multivariate statistical techniques are used – factor analysis and multiple regression analysis – to model the satisfaction of frequent customers of a group of hotels in the north of Portugal. The conclusion is that...

The relationship between initiating export stimuli and export performance is examined within the context of four specific types of export marketing strategies. The nature of the export stimulus is seen to be associated with performance for some types of strategy but not for all. Consequently, export marketing strategy acts as a moderator of the relationship between export stimuli and the perfor...

The rapid growth of Internet in the past decade has speedily expanded the number of Web domains to over 43 million worldwide. To personalize e-customers relationship becomes important to maintain business on-line. Establishing an effective customer relationship management scheme using web mining technique seems to be the only way out. It is difficult to represent the difference and effectivenes...

competition intensity in market place and perceived importance of customer retention for organizations has inclined them to develop and maintain enduring relation with customers. according to marketing scholars, relationship marketing is the best strategy for doing so. in this article the contribution of relationship marketing underpinnings namely, commitment, trust, communication, and conflict...

Keyword: Customer gratitude Relationship marketing Retailing Loyalty programs Customer gratitude represents the emotional core of reciprocity and plays a key force in developing and maintaining successful seller–buyer relational exchanges. Based upon personal interviews with 239 members of loyalty card programs of a department chain store, this study shows that alternative relationship marketin...

This research explores the cause variables, which affect employee involvement via diverse orientations. That is to say, it studies the relationship and effect of individual characteristic of personality traits, organizational climate of perspective of Chinese society relationship orientation, and internal marketing upon employee involvement. The population is based upon five companies from the ...

This paper addresses the issue of modeling and understanding the dynamics of customer relationships. The proposed model facilitates using typical transaction data to evaluate the effectiveness of relationship marketing actions as well as other customer-brand encounters on the dynamics of customer relationships and the subsequent buying behavior. Our approach to modeling relationship dynamics is...

The more a marketing paradigm evolves, the more long-term relationship with customers gains its importance. CRM, a recent marketing paradigm, pursues long-term relationship with profitable customers. It can be a starting point of relationship management to understand and measure the true value of customers since marketing management as a whole is to be deployed toward the targeted customers and...

Purpose The purpose of this paper is to examine the impact of the relationship marketing underpinnings, namely: commitment; competence; communication and conflict handling on the one hand and customer loyalty on the other, as well as the mediation effects of trust and relationship quality. Design/methodology/approach Bank customers in Kota Kinabalu, Malaysia were surveyed using a questionnaire....