Although coined more than 15 years ago, relationship marketing remains an ambiguous concept with plenty of rhetoric but few publications on empirical evidence in support of a relationship marketing paradigm shift. A research project is currently studying marketing dyads in the international food...

Purpose – The purpose of this paper is to extend the well-established nomological network of service quality-relationship quality-customer loyalty by introducing service fairness – a distinct service evaluation concept. Specifically, the study aims to investigate the impact of service...

Argues that the failure of synergy stemmed from the inability of companies to understand and implement it, in the 1960s and 1970s. Contends there are valuable competitive advantages for firms that can identify and exploit specific relationships — distinctively for related businesses or...

Uses Rosabeth Moss Kanter's 15 principles and 8 I's (initial letters of the successful word areas) to argue consistently that inter‐company relationships cannot be run on purely rational lines and must come from not just excellent performance but also from strong relationships. States Kanter's...

Suggests a helpful improvement for many organizations is to get them thinking in terms of the whole services that their customers receive from the company's offering rather than in terms of the product itself. Uses Figures for explanatory emphasis and a highlighted box for key points; also...

Outlines thinking from a number of writers on brand loyalty, when to adopt a relationships marketing approach, and some early indications on the use of relationship approaches. Argues the level of competition is many service and manufacturing markets stops companies from using their core product...

Defines five interlinked markets that help to deliver customer value: supplier markets; recruitment markets; internal markets; referral markets; and influence markets. Uses a six markets framework of relationship marketing employing a Figure to aid in explanation. Confirms that current thinking...

This study examines effects of structurally anchored organisational democracy on perceived sociomoral atmosphere and on employees' prosocial, democratic behavioural orientations. Data result from the ODEM research project. Beside a description of the concept of sociomoral atmosphere, within this...

Introducing employee participation in a company can be expected to change the power relations and the power processes within the organization. This is particularly true when the majority ownership of a company moves into the hand of its employees. Drawing on three case studies of East German...