Relationship Marketing: Bringing quality, customer service and marketing together

Relationship Marketing: Bringing quality, customer service and marketing together



Product Details

ISBN-13: 9780750609784
Publisher: Taylor & Francis
Publication date: 04/30/1993
Series: CIM Professional Development Series
Pages: 204
Product dimensions: 6.10(w) x 9.15(h) x 0.51(d)

About the Author

Dr Martin Christopher is Professor of Marketing and Logistics and Chairman of the Centre for Logistics and Supply Chain Management at at Cranfield School of Management, UK.

Dr Adrian Payne is Professor of Services & Relationship Marketing and Director of the Centre for CRM at Cranfield School of Management, UK. He is an author of ten books on Relationship Marketing, CRM and Marketing Strategy. He undertakes research, gives keynote presentations, runs workshops and consults globally in CRM, relationship marketing and customer retention strategies.

David Ballantyne is Senior Lecturer in Relationship Marketing and Service Management in the Department of Marketing, Monash University, Australia. He was previously a Senior Associate at the Centre for Services Management at Cranfield School of Management and a Director of the Total Quality Management Institute in Australia. His expertise is in services marketing, logistics management and the emerging field of internal marketing.

Table of Contents

Relationship marketing; Developing a relationship strategy; Quality as a competitive strategy; Monitoring service quality performance; The transition to quality leadership; Managing relationship marketing; Case Studies on Quality Leadership: Just another Cambridge hi-tech company? The shift to 'customer orientation' in retail banking; Involving senior managers in the quality improvement process at Johnson Matthey; Achieving real culture change at Ilford; From 'crisis' to quality leadership at Rank Xerox.

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