Relationship Marketing: A Consumer Experience ApproachSAGE Publications Ltd, 2010 M04 20 - 216 páginas 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. |
Contenido
3 | |
2 Relationship Marketing
Themes | 25 |
3 Customer Retention
and Loyalty | 45 |
A Change in Perspective? | 68 |
Part II Relationships from a Consumer Experience Perspective | 89 |
5 Frameworks for Analysing the Consumer Experience | 91 |
Use and Integration | 101 |
7 Introducing Consumer
Experience Modelling | 115 |
Value
Enhancers and
Inhibitors | 133 |
9 Communities Within
Experiential Networks | 146 |
C2C Exchanges and
Relationships | 163 |
Part III
Conclusion | 179 |
11 Issues for the Future | 181 |
198 | |
Otras ediciones - Ver todas
Relationship Marketing: A Consumer Experience Approach Steve Baron,Tony Conway,Gary Warnaby Vista previa limitada - 2010 |
Relationship Marketing: A Consumer Experience Approach Steve Baron,Tony Conway,Gary Warnaby Vista previa limitada - 2010 |
Relationship Marketing: A Consumer Experience Approach Steve Baron,Tony Conway,Gary Warnaby Vista de fragmentos - 2010 |