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Relationship Marketing
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Relationship Marketing
A Consumer Experience Approach



April 2010 | 216 pages | SAGE Publications Ltd
Electronic Inspection Copy available for instructors here

The relationship between a market and a consumer is complex. Far from simply an exchange of services there is an often complex transaction of feeling, meaning and experience. How does the study of relationship marketing interpret this?

 

In this exciting new book the authors explore the factors of relationship marketing in its contemporary context, with the consumer in mind. From the experience of a football club supporter to experiences of gap year travel, to text messaging behaviour, and to using the library, the focus of this text is on the consumer perspective. From this angle, issues of relationship marketing, and its management, take on a new and exciting bearing.

 

Topics examined include: frameworks for analyzing the consumer experience; consumer communities; issues of customer loyalty; the impact of ICT on relationship marketing; and the creative consumer. Each chapter is supported by - or based on - an in-depth case study, many of which are drawn from the authors' research.

 
PART ONE: RELATIONSHIP MARKETING: THE STATE OF THE ART
 
Origins and History of Relationship Marketing
 
Relationship Marketing Themes
 
Customer Retention and Loyalty
 
Relationship Marketing
A Change in Perspective?  
 
PART TWO: RELATIONSHIPS FROM A CONSUMER EXPERIENCE PERSPECTIVE
 
Frameworks for Analyzing the Consumer Experience
 
Consumer Resources
Use and Integration  
 
Introducing Consumer Experience Modeling
 
Consumer Experience Modeling
Value Enhancers and Inhibitors  
 
Communities within 'Experiential Networks'
 
Social Networks
C2C Exchanges and Relationships  
 
CONCLUSION
 
Conclusions

'The authors provide an innovative and stimulating perspective on relationship marketing and offer a new angle on the issues facing organizations today in managing customer and client relations. By adopting a consumer experience perspective, it provides not only new insights into the subject but also offers readers a highly applied framework for exploring the contribution of relationship marketing to organisational performance. It should be essential reading for anyone interested in relationship marketing, whether practitioner, academic or student' -

Professor Angus Laing, Dean of Business and Economics,
Loughborough University


'The authors have to be congratulated for bringing relationship marketing into the 21st century by incorporating key concepts such as service-dominant logic, social networks, and consumer experience modellng. The effort is highly commendable as the insights from the book are substantive for a varied readership' -
Thorsten Gruber, Lecturer (Assistant Professor) in Marketing and Service Management,
Manchester Business School


Fantastic book. My students have benefited lots from it. I would definitely recommend it.

Miss Melanie Xue
Business and Management, Sheffield Hallam University
December 9, 2014

A very informative book discussing the critically important concept of relationship marketing in the contemporary world.

Mr Michael Parsons
Faculty of Business and Society, University of South Wales
March 18, 2014

A very current up to date and useflu study text to engage and develop student thinking into building long term customer relationships both in Consumer and more so B2B market-places
Noted to other tutor colleagues

Mr Graham Webb
Marketing , Park Lane College
March 7, 2012

This book is very excellent in terms of its depth and discussion with regards to customer management.

Dr Taeshik Gong
Marketing Department, Strathclyde University
November 8, 2011

Chapter 2 of this book is a great source for lively discussions in the seminar. This helps students great to reflect and thereby enter the topic's field.
Chapter 3 is the textual basis for a practical project where students have to analyze an existing company's CRM.
Chapters 5 to 8 are great for different sessions of this program and are a recommended item of this seminar's literature.
Chapter 9 is excellent and is used as the starting point for a couple of final seminar papers!
Thank you for this great book! I can happily recommend it and it's a great gift for the students as well as me, their lecturer.

Mr Wolfgang Kotowski
Business Management, Robert Gordon University
June 22, 2011

This is a good addition to students core texts.

Mrs Janine Crowther
Higher Education, Darlington College
March 14, 2011

Course has been placed on hold. Nothing wrong with the text book.

Dr Andrew Whalley
Marketing , Royal Holloway, University of London
December 14, 2010

This is a very good book that will allow the MSc students to gain a deeper understanding of relationship marketing.

Dr Denis Feather
Dept. of Strategy and Marketing, Huddersfield University
September 2, 2010

Useful text for level 5 and 6 business students

Mrs Joan Wordsworth
Management , Newcastle College
August 21, 2010

Sample Materials & Chapters

Chapter One

Chapter Two


Preview this book

Steve Baron

Steve Baron is Professor of Marketing, and Director of the Centre for Experiential Consumption Studies at the University of Liverpool, UK. He is joint author of a book on Services Marketing (Third Edition, Palgrave, 2008), and also joint author of Relationship Marketing (SAGE, 2009). He has published work in many academic journals, including Journal of Service Research, Journal of Services Marketing, International Journal of Service Industry Management, European Journal of Marketing, Journal of Marketing Management, Journal of Business Research and International Journal of Market Research. He is Deputy Editor of Journal of Customer... More About Author

Tony Conway

Dr. Tony Conway was a member of the team that held the national Marketing Education Group conference in 1992 and was joint editor of the proceedings. He has produced journal articles, textbook contributions and conference papers on public sector and general services marketing and he am on the Editorial and Review Boards for a number of academic journals. He is presently heavily involved in research into the role of relationship marketing within the Health Care and Higher Education Sectors. More About Author

Gary Warnaby

Gary Warnaby is a senior lecturer in marketing at the University of Liverpool Management School in the UK. Drawing on a variety of academic disciplines, including social and cultural geography, architecture, sociology and public administration - as well as more traditional management sub-disciplines - his research interests include the marketing of places (in particular the marketing of towns and cities as retail destinations, the marketing and management of the urban experience, and the representation of places in marketing communications activities), town-centre management, and retailing more generally. Results of this research have been... More About Author

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