国外关系价值研究综述
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外国经济与管理 2008 年 第 30 卷第 04 期, 页码：32 - 38
摘要
参考文献
摘要
关系价值是关系营销领域近年来出现的新概念,学术界和企业界均已认识到长期关系中关系价值的重要意义。本文分别回顾了B2B和B2C环境中关系价值的定义、构成维度及其与其他概念之间的关系,并在总结现有研究成果的基础上提出了未来研究建议。
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[3]Payne,A,and Holt,S.Diagnosing customer value:Integrating the value process and relationship marketing[J].British Journal ofManagement,2001,12:159-182.
[4]Wilson,D T,and Jantrania,S.Understanding the value of a relationship[J].Asia-Australia Marketing Journal,1995,2(1):55-66.
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[7]Lapierre,J.Customer-perceived value in industrial contexts[J].Journal of Business&Industrial Marketing,2000,15(2/3):122-140.
[8]Zeithaml,V A.Consumer perceptions of price,quality,and value:A means-end model and synthesis of evidence[J].Journal of Mar-keting,1988,52(7):2-22.
[9]Ulaga,W,and Eggert,A.Relationship value and relationship quality[J].European Journal of Marketing,2006,40(3/4):311-327.
[10]Berry,L L.Relationship marketing of services-Growing interest,emerging perspectives[J].Journal of the Academy of MarketingScience,1995,23(4):236-245.
[11]Bitner,M J.Building service relationships:It’s all about promises[J].Journal of the Academy of Marketing Science,1995,23(4):外国经济与管理(第30卷第4期)246-251.
[12]Beatty,S E,Mayer,M,Coleman,J E,Reynolds,K E,and Lee,J.Customer-sales associate retail relationship[J].Journal of Re-tailing,1996,72(3):223-247.
[13]Gwinner,K P,Gremler,D D,and Bitner,MJ.Relational benefits in services industries:The customer’s perspective[J].Journalof the Academy of Marketing Science,1998,26(2):101-114.
[14]Patterson,P G,and Smith,T.Relationship benefitsin serviceindustries:Areplicationin a southeast Asian context[J].Journal ofService Marketing,2001,15(6):425-443.
[15]Yen,H R,and Gwinner,K P.Internet retail customer loyalty:The mediating role of relational benefits[J].International Journalof Service Industry Management,2003,14(5):483-500.
[16]Reynolds,K E,and Beatty,S E.Customer benefits and company consequences of customer-salesperson relationships in retailing[J].Journal of Retailing,1999,75(1):11-32.
[17]Hennig-Thurau,T,Gwinner,KP,and Gremler,D D.Understanding relationship marketing outcomes:Anintegration of relation-al benefits and relationship quality[J].Journal of Service Research,2002,4(3):230-247.
[18]Hennig-Thurau,T,Gwinner,K P,and Gremler,D D.Relationship marketing:Gaining competitive advantage through customersatisfaction and customer retention[M].Berlin:Springer,2000:146-167.
[19]Noble,S M,and Phillips,J.Relationship hindrance:Why would consumers not want a relationship with a retailer?[J].Journal ofRetailing,2004,80:289-303.
[2]Parasuraman,A.Reflection on gaining competitive advantage through customer value[J].Journal of the Academy of Marketing Sci-ence,1997,25(2):154-161.
[3]Payne,A,and Holt,S.Diagnosing customer value:Integrating the value process and relationship marketing[J].British Journal ofManagement,2001,12:159-182.
[4]Wilson,D T,and Jantrania,S.Understanding the value of a relationship[J].Asia-Australia Marketing Journal,1995,2(1):55-66.
[5]Ravald,A,and Gr nroos,C.The value concept and relationship marketing[J].European Journal of Marketing,1996,30:19-30.
[6]Hogan,J E.Expected relationship value:A construct,a methodology for measurement and a modeling technique[J].Industrial Mar-keting Management,2001,30:339-351.
[7]Lapierre,J.Customer-perceived value in industrial contexts[J].Journal of Business&Industrial Marketing,2000,15(2/3):122-140.
[8]Zeithaml,V A.Consumer perceptions of price,quality,and value:A means-end model and synthesis of evidence[J].Journal of Mar-keting,1988,52(7):2-22.
[9]Ulaga,W,and Eggert,A.Relationship value and relationship quality[J].European Journal of Marketing,2006,40(3/4):311-327.
[10]Berry,L L.Relationship marketing of services-Growing interest,emerging perspectives[J].Journal of the Academy of MarketingScience,1995,23(4):236-245.
[11]Bitner,M J.Building service relationships:It’s all about promises[J].Journal of the Academy of Marketing Science,1995,23(4):外国经济与管理(第30卷第4期)246-251.
[12]Beatty,S E,Mayer,M,Coleman,J E,Reynolds,K E,and Lee,J.Customer-sales associate retail relationship[J].Journal of Re-tailing,1996,72(3):223-247.
[13]Gwinner,K P,Gremler,D D,and Bitner,MJ.Relational benefits in services industries:The customer’s perspective[J].Journalof the Academy of Marketing Science,1998,26(2):101-114.
[14]Patterson,P G,and Smith,T.Relationship benefitsin serviceindustries:Areplicationin a southeast Asian context[J].Journal ofService Marketing,2001,15(6):425-443.
[15]Yen,H R,and Gwinner,K P.Internet retail customer loyalty:The mediating role of relational benefits[J].International Journalof Service Industry Management,2003,14(5):483-500.
[16]Reynolds,K E,and Beatty,S E.Customer benefits and company consequences of customer-salesperson relationships in retailing[J].Journal of Retailing,1999,75(1):11-32.
[17]Hennig-Thurau,T,Gwinner,KP,and Gremler,D D.Understanding relationship marketing outcomes:Anintegration of relation-al benefits and relationship quality[J].Journal of Service Research,2002,4(3):230-247.
[18]Hennig-Thurau,T,Gwinner,K P,and Gremler,D D.Relationship marketing:Gaining competitive advantage through customersatisfaction and customer retention[M].Berlin:Springer,2000:146-167.
[19]Noble,S M,and Phillips,J.Relationship hindrance:Why would consumers not want a relationship with a retailer?[J].Journal ofRetailing,2004,80:289-303.
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宋晓兵, 董大海. 国外关系价值研究综述[J]. 外国经济与管理, 2008, 30(4): 32–38.
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