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This special issue of Review of Marketing Research is unique in that it contains chapters by marketing legends in their own words. Bagozzi, Hunt, Kotler, Kumar, Malhotra, Monroe, Sheth, Wind and Zaltman summarize not only their research but also the salient aspects of their academic life journeys.
This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.
'Put this on your bookshelf and in your classroom! This is a comprehensive guide to understanding and managing customer relationships from two top scholars and educators.'Dr Linda L PriceUniversity of Wyoming, andEditor, Journal of Consumer ResearchCustomer relationship marketing (CRM) opportunities are embedded in the entire customer journey spanning several touch points across all stages including prepurchase, purchase, and postpurchase stage. Customer relationship marketing evolved from traditional marketing concept and has broadened its scope today, intersecting with the following domains, namely customer buying behavior process models, customer satisfaction and loyalty, service quality, customer relationship management tools and strategies, customer centricity, and customer engagement activities. A comprehensive, state-of-the-art textbook, Customer Relationship Marketing: Theoretical and Managerial Perspectives is organized as follows:
In a world where technology shapes every aspect of our lives, “Digital Shock: Seven Shocks That Are Shaping the Future” delves into the profound disruptions we face today—and those still to come. Digital technologies like the Internet and social media have thrust us into unforeseen and new ways of life. We are also witnessing rapid advancements in fields such as Codifying Trust, Artificial Intelligence, Quantum Computing, and others. In this digital age, technology has transformed mobility and agriculture, but it has also led to resource depletion and health issues. How did we manage these shifts in the past, and how will we cope with even greater changes in the present and future? Will we survive in the current world of the Internet, mobile phones, eCommerce, and social media? Or, are we in for a rude shock? Will we adapt or become a lonely ‘Society of One’? “Digital Shock,” written by prominent global thought leaders and some of the most published authors of our time, identifies seven shocks we are all experiencing in the 21st century. These include coping with digital addiction, families living like roommates, the emergence of virtual communities, the borderless world of social media, lack of governance, and the need to adaptively reuse physical assets like factories and malls. Contrary to doomsday thinkers, we believe humanity will not only absorb each shock but also consider it as an opportunity for more discoveries and innovations. We foresee that with our cognitive capabilities, and some proactive planning by each individual and society, we will once again embrace the future not only to survive but also to thrive. Hence, this book is neither academic nor prescriptive, nor is it a treatise on technology. It differs in its execution and engagement of this critical subject that impacts all our lives.
Presents a comprehensive and up-to-date account of the evolution and underlying rationale of marketing theories Marketing is a dynamic discipline, subject to evolutionary changes over time. Over the years, many schools of marketing thought have enriched the discipline. Today, some of the schools are only found in history books, while others have transformed into new, modern schools of thought shaped by changing marketing contexts and the emergence of digital technology. Marketing Theory examines 16 schools of marketing thought that emerged, evolved, and dominated the marketing discipline over the course of a century. Written by a team of noted experts, this acclaimed book provides in-depth evaluations of each school—utilizing a rigorous metatheoretical framework based on scientific criteria such as syntax, semantics, and pragmatics. In this new global expanded edition, Marketing Theory identifies four new schools of marketing thought that have emerged in the past 30 years, each with separate chapters devoted to their assessment. It remains a must-read book for doctoral students in marketing, as well as young scholars and practitioners who want to understand the rationale and theoretical tenets of the various schools and contextualize their role in developing contemporary marketing theory. New to this Edition: New chapters on four new schools of marketing thought New content on contenders for a general theory of marketing: Market Orientation, Service-Dominant Logic, Rule of Three Theory, and Resource Advantage (R-A) Theory of Competition New and expanded coverage of Relationship Marketing, with greater emphasis on R-A Theory Now includes insightful questions for analysis and advanced-level discussions for every chapter Wiley Advantage: Covers the main concepts and principles underlying marketing theory and practice Provides a comprehensive typology for the 16 major schools of marketing thought Describes concepts and axioms useful in generating a practical theory of marketing. Offers a practical approach to marketing theory that generates a more realistic view of marketing issues Illustrates how marketing problems have been solved in the real world of business by connecting theory to practice Includes extensive references throughout, including many pioneering yet lesser-known works
Electronic Inspection Copy available for instructors here Why do you choose the things you buy – such as this textbook, a smartphone or an item of clothing? How often, where, and instead of what? What do you consider a boring necessity or a fun luxury? What do you do with products once you’ve purchased them? When do you decide to chuck them and why? As a consumer you make conscious and unconscious decisions, nonstop, every day of your life. This is Consumer Behaviour! This friendly, lively full colour text will support you through your course and help you to get the best possible grade for future employment. It even has How to Impress Your Examiner boxes in each chapter. There are lots of case studies along the way from global brands such as Facebook, Apple and Amazon Kindle, and Consumer Behaviour in Action boxes in every chapter to show you how it works in the real world. If you want to be top of the class you can push yourself that little bit further by reading the Challenging the Status Quo asides which will help your critical thinking and problem solving skills. These are key skills that employers look for in graduates, so practicing now will help set you apart from the pack and boost your employability. You could also dip into the Further Reading resources to help you with essays and exam revision – using these is a sure route to better grades. Visit the companion website www.sagepub.co.uk/blythe for extra materials including multiple choice questions to test yourself and Jim’s pick of Youtube videos that make the examples in each chapter come alive!
Market shaping is a powerful strategy that unleashes value gains from greater market size, efficiency and profitability. This book, written by experts in the field, presents a universal, teachable, and actionable framework for understanding and shaping markets.
Noted authors discuss how and why consumers identify with and become attached to brands and the challenges marketers face in creating and sustaining these states. Other meaning makers (e.g., celebrities, culture, consumers themselves) can facilitate or detract from the brand meanings marketers aim to create.
This special issue, featuring contributions from top scholars including former editors of top journals in marketing, will assemble a set of current, comprehensive review articles written by distinguished experts on the state-of-the-art of marketing research and future prospects in the transition towards sustainable society.
Review of Marketing Research