The Past, Present and Future of Relationship Marketing

Title: The Past, Present and Future of Relationship Marketing

Title: The Past, Present and Future of Relationship Marketing

.............................................................................................

Authors: Harker, Michael John ([e-mail]), Egan, John ([e-mail]

Subject: Marketing & CRM
Publish: 2006
Status: full text
Source: Journal of Marketing Management; Feb2006, Vol. 22 Issue 1/2, p215-242
پابگاه علمی مدیریت و حسابداری  منبع: mba20.blog.ir
Abstract: the light of the redefinition of "marketing" by the AMA in service/relational terms, and a recent review of the current vector of research in marketing (Littler and Tynan 2005), it seems an appropriate time to provide a substantial review of the past, present and likely future of what has become known as Relationship Marketing, together with an extensive list of key RM literature. This paper will take a reader through the origin, development and current state of RM research, with notes on the future of the research and practice of RM. The paper concludes that RM is here to stay, whether or not it is recognised as the dominant logic/paradigm of marketing.
Keywords: Relationship Marketing, paradigm

......................................................................................

  Download Article

Key Marketing Performance Measures

Title: Key Marketing Performance Measures

Title: Key Marketing Performance Measures

..........................................................................................

.Authors: Gr?nholdt, Lars ([e-mail]), Martensen, Anne
Subject: Marketing & CRM
Publish: 2006
Status: full text
Source: Marketing Review; Fall2006, Vol. 6 Issue 3, p243-252
پابگاه علمی مدیریت و حسابداری  منبع: mba20.blog.ir
Abstract: Marketers are understandably preoccupied with measuring marketing performance. However, among the many possible marketing performance measures available, which few should be chosen? On the one hand, the key measures must be simple enough to be usable and on the other hand they must be comprehensive enough to assess the marketing performance. This paper presents an annotated literature review that provides the foundation for the development of a list of the most valuable marketing performance measures. These performance measures are selected on the basis of a number of criteria, for instance the measures need to occur frequently in literature, they must be valuable to most companies as well as they must have predictive power. The performance measures are systematised on the basis of the Marketing Value Chain, which is a conceptual framework linking marketing actions to financial results. Finally, the implications for marketing practice and future research are discussed.
Keywords: Marketing performance, performance measures, marketing value chain

............................................................................................

  Download Article

CRM shifts the paradigm

Title: CRM shifts the paradigm

Title: CRM shifts the paradigm

..............................................

Authors: Jain, Subhash C.
Subject: Marketing & CRM
Publish: 2005
Status: full text
Source: Journal of Strategic Marketing; Dec2005, Vol. 13 Issue 4, p275-291
پابگاه علمی مدیریت و حسابداری  منبع: mba20.blog.ir
Abstract: In today"s environment, companies of all sizes need to practice customer relationship marketing to gain a competitive edge. This is feasible if CRM becomes an integrated part of the marketing management paradigm. The paper suggests adding a fifth P to the marketing mix framework to seek such integration. The fifth P refers to profiling the customer. A managerial model of CRM is presented with propositions for future research on the subject.
Keywords: Relationship marketing; customer loyalty; customer lifetime value; marketing mix and customer relations management; managing customer value; profitability of long-life customers

.............................................................................. 

Download Article

How Do Organisational Members Perceive CRM? Evidence from a U.K. Service Firm

Title: How Do Organisational Members Perceive CRM? Evidence from a U.K. Service Firm

Title: How Do Organisational Members Perceive CRM? Evidence from a U.K. Service Firm

..........................................................................................................

Authors: Plakoyiannaki, Emmanuella
Subject: Marketing & CRM
Publish: 2005
Status: full text
Source: Journal of Marketing Management; Apr2005, Vol. 21 Issue 3/4, p363-392
پابگاه علمی مدیریت و حسابداری  منبع: mba20.blog.ir
Abstract: The purpose of this study is to explore how organisational members perceive Customer Relationship Management (CRM) as this process unfolds in the firm. CRM has been an emerging research theme in the marketing literature, yet how it has been received and viewed by organisational members has been essentially unexplored, and forms the key contribution in this paper. Drawn from a case study in the U.K. automotive services sector, the findings illustrate the formation of collective perceptions of CRM, which involves information seeking, meaning aion and action based on the perceptions shaped at different phases of the CRM process: adoption, development and use. Specifically, in each of the three phases organisational members in the investigated firm approach CRM as a strategic decision; view it with concern; and consider it as a customer value driver. The paper concludes with research recommendations and implications for marketing theory and practice

..................................................................................................... 

  Download Article

Convergence and divergence issues in strategic management - Indonesia"s experience with the Balanced Scorecard in HR management

Title: Convergence and divergence issues in strategic management - Indonesia"s experience with the Balanced Scorecard in HR management

Title: Convergence and divergence issues in strategic management - Indonesia"s experience with the Balanced Scorecard in HR management

..........................................................................................................

Authors: Rhodes, Jo., Walsh, Paul., Lok, Pete
Subject: Strategic Management
Publish: 2008
Status: full text
Source: International Journal of Human Resource Management; Jun2008, Vol. 19 Issue 6, p1170-1185
پابگاه علمی مدیریت و حسابداری  منبع: mba20.blog.ir
Abstract: Globalization pressures escalate competitiveness and, in response, global companies tend to adopt a handful of Western management practices. One of these is the Balanced Scorecard. However, empirical evidence assessing the transferability and effectiveness of Western best practices into Asian countries is scarce. In particular, empirical evidence relating to the effectiveness of Balanced Scorecard implementations is limited, as is the impact of Asian Balanced Scorecard contextual variables. This article contributes to this gap through the study of a Central Bank of Indonesia (BI) Balanced Scorecard implementation within a conceptual framework that explores convergence and divergence of global management practices. The lessons learned discuss how divergent factors such as national culture, leadership styles, organizational culture and human resource management practices can influence Asian context Balanced Scorecard implementations.
Keywords: balanced scorecard; convergence; divergence; HRM practices; strategic
management

......................................................................

  Download Article

Strategic Management and the Performance of Public Organizations: Testing Venerable Ideas against Recent Theories

Title: Strategic Management and the Performance of Public Organizations: Testing Venerable Ideas against Recent Theories

Title: Strategic Management and the Performance of Public Organizations: Testing Venerable Ideas against Recent Theories

...........................................................................................................

Authors: Meier, Kenneth J., O"Toole Jr., Laurence J., Boyne, George A., Walker, Richard M
Subject: Strategic Management
Publish: 2007
Status: full text
Source: Journal of Public Administration Research & Theory; Jul2007, Vol. 17 Issue 3, p357-377
پابگاه علمی مدیریت و حسابداری  منبع: mba20.blog.ir
Abstract: Miles and Snow, among others, argue that strategy content is an important influence on organizational performance. Their typology, applied recently to public organizations in the United Kingdom, divides strategic actors into four general types: prospectors, defenders, analyzers, and reactors. This article begins by integrating work on strategy content or strategic management into the O"Toole-Meier formal theory of public management. This study shows that strategy content is a subset of generally accepted management functions in public organizations. The article then proceeds to test the strategic management concepts in a large, multiyear sample of public organizations. The results show that strategy can be separated out from other elements of management for a distinguishable assessment of its impact on organizational performance. Unlike the predictions of Miles and Snow and the empirical findings of Boyne and Walker, however, we find that the defender strategy is the most effective for the primary mission of the organization and that the prospector and reactor strategies work best in regard to the goals of the more politically powerful elements of the organization"s environment

.........................................................................

Download Article

Connecting Up Strategy: ARE SENIOR STRATEGY DIRECTORS A MISSING LINK

Title: Connecting Up Strategy: ARE SENIOR STRATEGY DIRECTORS A MISSING LINK

Title: Connecting Up Strategy: ARE SENIOR STRATEGY DIRECTORS A MISSING LINK

.......................................................................................................

Authors: Angwin, Duncan1 duncan./ Paroutis, Sotirios, sotirios./ Mitson, Sarah
Subject: Strategic Management
Publish: 2009
Status: full text
Source: California Management Review; Spring2009, Vol. 51 Issue 3, p74-94
پابگاه علمی مدیریت و حسابداری  منبع: mba20.blog.ir
Abstract: This article reports on functional executives and the importance of strategy in management. The role of strategists in business operations is changing due to shifting social and environmental processes. The article discusses organizational change in the U.S. and Great Britain and how these Senior Strategy Directors (SSDs) are involved in the connectedness of strategy, as well as their business contributions, capabilities, and activities. Information is also provided on management teams, job titles, diplomacy, and job stress.

................................

Download Article