BazEkon - Biblioteka Główna Uniwersytetu Ekonomicznego w Krakowie

BazEkon home page

Meny główne

Autor
Chłodnicki Marcin
Tytuł
Can You Keep Your Customers Forever? An Explanatory Study on Professional Services
Źródło
Materiały Naukowe / Akademia Ekonomiczna w Poznaniu. Katedra Usług, 2001, nr 2, 7 s., rys., tab., bibliogr. 21 poz.
Słowa kluczowe
Usługi, Rynek usług, Lojalność klientów, Budowanie lojalności klienta, Lojalność
Services, Services market, Customer loyalty, Cultivation customer loyalty, Loyalty
Uwagi
summ.
Abstrakt
Customer defection phenomenon is not rare in professional service firms. Although these companies hire professional personnel with top skills and qualifications, and the supporting staff is properly trained in customer service. Observed intensity of this phenomenon differs within the professions. Advertising agencies show f.e. much lower customer retention rate than physicians. This paper answers the following questions. What are the ascendants of customer loyalty and how do they differ within the professions? Why do customers quit their service providers? Can one influence customer loyalty with no limits? (original abstract)
Dostępne w
Biblioteka Główna Uniwersytetu Ekonomicznego w Poznaniu
Bibliografia
Pokaż
  1. Reichheld F.F., Teal T., The Loyalty Effect. The Hidden Force Behind Growth. Profits, and Lasting Value, Harvard Business School Press, Boston Massachusetts 1996.
  2. Hallowell R., The relationship of customer satisfaction, customer loyalty, and profitability: an empirical study, International Journal of Service Industry Management, Vol. 7, No.4, 1996.
  3. Kumar P., The Impact of Long-Term Client Relationships on the Performance of Business Serivice Firms, Journal of Service Research, Volume 2, No. 1, January 1999.
  4. Kotler Ph., Marketing Management, Gebethner i Spółka, Warszawa 1994.
  5. O'Brien L., Jones Ch., Do Rewards Really Create Loyalty?, Harvard Business Review, May-June 1995.
  6. Bitner M.J., Hubbert A.R., Encounter satisfaction versus overall satisfaction versus quality. Service Quality: New Directions in Theory and Practice, pod. red. R.T. Rust, L.R. Oliver, Sage, London 1983.
  7. Caruana A., Zammit J.A., Interaction among some antecedents to service loyality, QUIS VII: Service Quality in the New Economy: Interdisciplinary and International Dimentions, pod red. E. Edvardson, S.W. Brown, R. Johnston, E.E. Scheming, ISQA: New York 2000.
  8. Christopher M., Payne A., Ballantyne D., Relationship Marketing. Bringing Quality, Customer Service and Marketing Together, Butterworth-Heinemann, Oxford 1991.
  9. Rogoziński K., Nowy marketing usług. Wyd. AE w Poznaniu, Poznań 2000.
  10. Gordon I.H., Relationship marketing: new strategies, techniques and technologies to win the customer you want and keep them forever. John Wiley & Sons Ltd., Canada 1998
  11. Rogoziński K., Marketingowa interpretacja usług profesjonalnych, czyli od łańcucha do konstelacji wartości, Conference proceedings "Marketing usług profesjonalnych", ed. K. Rogoziński, 17-18 May 1999.
  12. Lowendahl B.R., Strategic Management of Professional Service Firms, Copenhagen Business School Press, Copenhagen 1997.
  13. Rogoziński K., Usługi rynkowe, Wyd. AE w Poznaniu, Poznań 2000.
  14. Gummesson E., Models of Professional Services Marketing, Stockholm 1979.
  15. Neumann E., Jackson Jr. D.W., One More Time: How Do You Satisfy Customers. Business Horizons, May-June 1999.
  16. Jones T.O., Sasser W.E., Why Satisfied Customers Defect, Harvard Business Review, November-December 1995.
  17. Bolton R.N., A Dynamic Model of the Duration of the Customer's Relationship with the Continuous Service Provider: The Role of Satisfaction, Marketing Science, January 1998, vol. 17.
  18. White S.S., Schneider B., Climbing the Commitment Ladder, Journal of Service Research, Vol.2, No.3, February 2000.
  19. Rogoziński K., Zastosowanie aksjologii w przezwyciężaniu subiektywizmu ocen jakościowych w marketingu usług profesjonalnych, Conference proceedings "Marketing usług profesjonalnych. Jakość usług profesjonalnych", ed. K. Rogoziński, 22-23 May 2000.
  20. Fournier S., Dobscha S., Mick D.G., Preventing Premature Death of the Relationship Marketing, Harvard Business Review, January-February 1998.
  21. Mills P.K., Moshavi D.S., Professional concern: managing knowledge-based service relationships, Journal of Service Research, June 1998.
Cytowane przez
Pokaż
ISSN
1641-6465
Język
eng
Udostępnij na Facebooku Udostępnij na Twitterze Udostępnij na Google+ Udostępnij na Pinterest Udostępnij na LinkedIn Wyślij znajomemu