Purpose This study aimed to provide a critical review of the evolution of customer relationship management (CRM) research in the hospitality and tourism (H&T) field. Design/methodology/approach The study conducted a thorough systematical literature review by collecting papers from 14 leading...

Literature findings suggest a powerful role for Web sites in football club marketing. The authors used this as a springboard for an exploratory study which combined qualitative interviews with empirical observations of football Web sites. Links were discovered between clubs’ marketing...

Investigates whether success factors for Australian services firms that export to Asia are consistent with the theory of relationship marketing, and demonstrates the power of the in‐depth interview methodology for exploring marketing theory. Relationship marketing theory suggests that services...

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...

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...