Customer Relationship Management: In B2C Markets, Often Less is More
By G. Dowling. 2002
286 citations recorded by the source corpus.
Subfields: Management Information Systems, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/fb2f289d86bc77012a7e836e5cc876de510a6bf5
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In Management Information Systems
In Organizational Behavior and Human Resource Management
Citations in the corpus
- Developing an Effective Customer Loyalty Program (2006, background): “1 FALL 2006 141 a similar or perhaps even better program.(64) It took United Airlines only weeks, for example, to copy American Airlines’ AAdvantage program.”
- Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development (2003, background): “In the model, I also include customers’ past behavior in the relationship as control variables, which might capture inertia effects that are considered important determinants of customer loyalty in business-to-consumer markets (Dowling and Uncles 1997; Rust, Zeithaml, and Lemon 2000).”
- The role of emotional aspects in younger consumer‐brand relationships (2012, methodology): “Dowling (2002) advises caution in adopting the BRQ model, arguing that brands have different abilities to relate with their consumers.”
- Influence of brand relationship on customer attitude toward integrated resort brands: a cognitive, affective, and conative perspective (2018, unknown): “…predicts future intention (Algesheimer, Dholakia, & Herrmann, 2005; Esch, Langner, Schmitt, & Geus, 2006; Park & Kim, 2014), brand loyalty (Dowling, 2002; Veloutsou, 2015), brand trust (Gurviez & Korchia, 2003; Habibi, Laroche, & Richard, 2014), and brand equity (Blackston, 2000;…”