Relationship Marketing. (Record no. 36671)

000 -LEADER
fixed length control field 07059nam a22004573i 4500
001 - CONTROL NUMBER
control field EBC5137705
003 - CONTROL NUMBER IDENTIFIER
control field MiAaPQ
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20191009123152.0
006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS--GENERAL INFORMATION
fixed length control field m o d |
007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION
fixed length control field cr cnu||||||||
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 191009s2011 xx o ||||0 eng d
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9780273737827
-- (electronic bk.)
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
Cancelled/invalid ISBN 9780273737780
035 ## - SYSTEM CONTROL NUMBER
System control number (MiAaPQ)EBC5137705
035 ## - SYSTEM CONTROL NUMBER
System control number (Au-PeEL)EBL5137705
035 ## - SYSTEM CONTROL NUMBER
System control number (CaONFJC)MIL317328
035 ## - SYSTEM CONTROL NUMBER
System control number (OCoLC)1015871267
040 ## - CATALOGING SOURCE
Original cataloging agency MiAaPQ
Language of cataloging eng
Description conventions rda
-- pn
Transcribing agency MiAaPQ
Modifying agency MiAaPQ
050 #4 - LIBRARY OF CONGRESS CALL NUMBER
Classification number HF5415.55
082 0# - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.8
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Egan, John.
245 10 - TITLE STATEMENT
Title Relationship Marketing.
250 ## - EDITION STATEMENT
Edition statement 4th ed.
264 #1 - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT)
Place of publication, distribution, etc Harlow :
Name of publisher, distributor, etc Pearson Education UK,
Date of publication, distribution, etc 2011.
264 #4 - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT)
Date of publication, distribution, etc �2011.
300 ## - PHYSICAL DESCRIPTION
Extent 1 online resource (329 pages)
336 ## - CONTENT TYPE
Content type term text
Content type code txt
Source rdacontent
337 ## - MEDIA TYPE
Media type term computer
Media type code c
Source rdamedia
338 ## - CARRIER TYPE
Carrier type term online resource
Carrier type code cr
Source rdacarrier
505 0# - FORMATTED CONTENTS NOTE
Formatted contents note Cover -- Relationship marketing -- Contents -- Preface -- Publisher's acknowledgements -- List of figures -- List of abbreviations -- Part I Relationships -- 100 years of marketing -- Key issues -- Introduction -- The early days -- Modern marketing -- References -- Relationships in marketing -- Key issues -- Introduction -- Relationship marketing -- Influences on relational strategy development -- RM development -- Antecedents of RM -- The development of RM -- Towards a definition of RM -- Summary -- Discussion questions -- Case study: What the Willy Wonka of BSkyB knows about customers -- References -- Notes -- Relationships -- Key issues -- Introduction -- Relationships -- Relationship loyalty -- Constrained relational development -- Relationships in context -- Summary -- Discussion questions -- Case study: The art of the soft sell -- References -- Notes -- Relationship economics -- Key issues -- Introduction -- Relationship economics -- Customer acquisition -- Customer retention -- Acquisition and retention costs -- Economics of retention strategies -- Relationship stages -- Marketing reality -- Lifetime value -- Switching costs -- Relationship longevity -- Knowing your customer -- The validity of relationship economics -- Summary -- Discussion questions -- Case study: Get fat on chat -- References -- Appendix -- Notes -- Strategy continuum -- Key issues -- Introduction -- RM in context -- RM/TM continuum -- Marketing implications -- Continuum drivers -- Summary -- Discussion questions -- Case study: Understanding and addressing your client's needs -- References -- Note -- Relationship drivers -- Key issues -- Introduction -- Risk, salience and emotion -- Trust and commitment -- Perceived need for closeness -- Customer satisfaction -- Summary -- Discussion questions -- Case study: Find a way into the hearts of customers -- References -- Notes.
505 8# - FORMATTED CONTENTS NOTE
Formatted contents note Part II The core firm and its relationships -- Customer partnerships -- Key issues -- Introduction -- Customer focus -- Services -- Service industries -- Customer service -- Building customer relationships -- Profit chains -- Summary -- Discussion questions -- Case study: Where customers go to praise (or bash) you -- References -- Notes -- Internal partnerships -- Key issues -- Introduction -- Customer-employee interface -- Theory development -- The internal market -- The functional interface -- Human resources -- Climate and culture -- Employee retention and loyalty -- Empowerment -- Operationalising empowerment -- Internal marketing implementation -- Conclusion -- Summary -- Discussion questions -- Case study: Resetting the sun -- References -- Notes -- Supplier partnerships -- Key issues -- Introduction -- Supplier partnerships -- Business-to-business relationship research -- Business relationships -- Partnering -- Culture gap -- Partnership costs and benefits -- Power -- The downside of B2B partnerships -- Summary -- Discussion questions -- Case study: How to . . . choose the perfect partner -- References -- Note -- External partnerships -- Key issues -- Introduction -- Horizontal partnerships -- Relationship research -- Networks and collaborations -- Networks -- Collaboration types -- Developing collaborative relationships -- Downsides -- Other relationships -- Conclusion -- Summary -- Discussion questions -- Case study: Mumsnet's the word -- References -- Notes -- Part III Managing and controlling the relationship -- Relationship management -- Key issues -- Introduction -- Relationship management -- The marketing plan -- Managing relationships -- Criticisms of RM -- Summary -- Discussion questions -- Case study: A decisive edge -- References -- Notes -- Relationship technology -- Key issues -- Introduction.
505 8# - FORMATTED CONTENTS NOTE
Formatted contents note Manufacturing/Service delivery technology -- Information technology -- Technology and marketplace relationships -- Summary -- Discussion questions -- Case study: Social networks -- cash cow or corporate headache? -- References -- Notes -- Conceptual developments -- Key issues -- Introduction -- RM research -- Customer relationship management -- Social marketing -- Service-dominant logic -- Conclusions -- Summary -- Discussion questions -- Case study: Feature: The perfect touch -- References -- Notes -- Glossary -- Index.
520 ## - SUMMARY, ETC.
Summary, etc Relationship Marketing comprehensively examines relationships in marketing and how these influence modern marketing strategy and practice, by critically reviewing and analysing what has been described as 'marketing's new paradigm'.Established as the key text in the area, the fourth edition continues to offer an accessible and authoritative introduction to this increasingly important subject. It retains its informed coverage of the most recent and important literature, as well as clearly organising and structuring the book around its core themes.  The new edition includes a wide range of examples to illuminate the real world relevance of concepts. In addition, overviews and summaries add clarity and help consolidate understanding.A complete package of supplements is available to assist students and instructors in using this book. Visit www.pearsoned.co.uk/egan to find an Instructor’s Manual, PowerPoint slides, and links to other useful sites.This book is ideal for undergraduates and postgraduates taking modules in Relationship Marketing, Customer Services, and Marketing Communications. It is core reading for the CIM Level 4 module on ‘Stakeholder Marketing’.
588 ## - SOURCE OF DESCRIPTION NOTE
Source of description note Description based on publisher supplied metadata and other sources.
590 ## - LOCAL NOTE (RLIN)
Local note Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2019. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element Relationship marketing.
655 #4 - INDEX TERM--GENRE/FORM
Genre/form data or focus term Electronic books.
776 08 - ADDITIONAL PHYSICAL FORM ENTRY
Display text Print version:
Main entry heading Egan, John
Title Relationship Marketing
Place, publisher, and date of publication Harlow : Pearson Education UK,c2011
International Standard Book Number 9780273737780
797 2# - LOCAL ADDED ENTRY--CORPORATE NAME (RLIN)
Corporate name or jurisdiction name as entry element ProQuest (Firm)
856 40 - ELECTRONIC LOCATION AND ACCESS
Uniform Resource Identifier http://ezproxy01.ny.edu.hk:2048/login?url=https://ebookcentral.proquest.com/lib/ircp3g4/detail.action?docID=5137705
Public note Click to View

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