Impersonal vs. Personal Exchanges in Marketing Relationships

Jančič, Zlatko; Žabkar, Vesna

doi:10.1362/0267257022780705

Cited by 34 publications

(14 citation statements)

References 7 publications

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“…CRM is a synthesis of many existing principles from relationship marketing (Jancic and Zabkar, 2002; Sheth et al, 2000; Morgan and Hunt, 1994), and the broader issue of customer‐focused management. CRM systems provide the infrastructure that facilitates long‐term relationship building with customers.…”

Section: Benefits Of Enterprise Systemsmentioning

confidence: 99%

The impact of enterprise systems on corporate performance: A study of ERP, SCM, and CRM system implementations

Hendricks

Singhal

Stratman

2006

J of Ops Management

612

392

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This paper documents the effect of investments in Enterprise Resource Planning (ERP), Supply Chain Management (SCM), and Customer Relationship Management (CRM) systems on a firm's long-term stock price performance and profitability measures such as return on assets and return on sales. The results are based on a sample of 186 announcements of ERP implementations, 140 SCM implementations, and 80 CRM implementations. Our analysis of the financial benefits of these implementations yields mixed results. In the case of ERP systems, we observe some evidence of improvements in profitability but not in stock returns. The results for improvements in profitability are stronger in the case of early adopters of ERP systems. On average, adopters of SCM system experience positive stock returns as well as improvements in profitability. There is no evidence of improvements in stock returns or profitability for firms that have invested in CRM. Although our results are not uniformly positive across the different enterprise systems (ES), they are encouraging in the sense that despite the high implementation costs, we do not find persistent evidence of negative performance associated with ES investments. This should help alleviate the concerns that some have expressed about the viability of ES given the highly publicized implementation problems at some firms. #

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Section: Benefits Of Enterprise Systemsmentioning

confidence: 99%

The impact of enterprise systems on corporate performance: A study of ERP, SCM, and CRM system implementations

Hendricks

Singhal

Stratman

2006

J of Ops Management

612

392

View full text Add to dashboard Cite

show abstract

“…Satisfaction and affective versus calculative commitment (H3, H4) If satisfied, the party will be willing to reciprocate within an equitable exchange, thus establishing a closer and more committed relationship over time (Jancic and Zabkar 2002). Previous research demonstrates that satisfaction influences the seller's ability to build a buyer's attachment to the relationship (Johnson et al 2001;Wetzels et al 1998).…”

Section: Hypotheses Developmentmentioning

confidence: 99%

Creating commitment and loyalty behavior among retailers: what are the roles of service quality and satisfaction?

Davis‐Sramek

Dröge

Mentzer

et al. 2009

J. of the Acad. Mark. Sci.

164

114

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As a result of weakening brand image/loyalty, little differentiation, and intense price competition, manufacturers are now increasingly pressed to ensure retailers' shelf space and/or salesperson attention. This research contributes to the literature by empirically examining an underrepresented body of literature in the B2B contextretailer loyalty. Specifically, this study fills a gap by investigating retailer evaluations of the technical and relational dimensions of a manufacturer's order fulfillment service quality as predictors of retailer satisfaction, affective versus calculative commitment, and ultimately loyalty behavior. Results suggest that both technical and relational order fulfillment service quality influence satisfaction, which in turn positively affects both affective and calculative commitment. By separating the affective and calculative dimensions, loyalty behavior is associated directly only with affective commitment. Further examination reveals that relational order fulfillment service quality has a direct impact on affective commitment. When the sample was split based on "share of wallet," results suggest that satisfaction impacts both affective and calculative commitment, regardless of "share of wallet." For "high share" retailers, the positive relationship of calculative to affective commitment creates an indirect route (through affective commitment) by which calculative commitment affects behavioral loyalty.

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“…The potential of a collaborative approach is also being realised in some business environments in the form of co-production, comarketing, co-management and co-branding arrangements (e.g. Wikström 1996;Jancic & Zabkar 2002). The development of what might be called co-personal branding will require the design of collaborative versions of personal branding audits and personal brand statements.…”

Section: Personal And/or Group Branding?mentioning

confidence: 99%

From Cattle and Coke to Charlie: Meeting the Challenge of Self Marketing and Personal Branding

Shepherd¹

2005

Journal of Marketing Management

223

197

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Copyright and moral rights to this thesis/research project are retained by the author and/or other copyright owners. The work is supplied on the understanding that any use for commercial gain is strictly forbidden. A copy may be downloaded for personal, non-commercial, research or study without prior permission and without charge. Any use of the thesis/research project for private study or research must be properly acknowledged with reference to the work's full bibliographic details.This thesis/research project may not be reproduced in any format or medium, or extensive quotations taken from it, or its content changed in any way, without first obtaining permission in writing from the copyright holder(s).If you believe that any material held in the repository infringes copyright law, please contact the Repository Team at Middlesex University via the following email address:eprints@mdx.ac.ukThe item will be removed from the repository while any claim is being investigated. AbstractSince the late 1990s, self marketing and personal branding have become increasingly popular as subjects of self-improvement books, Web sites and consultancy services, especially in the USA. To date, little of this interest appears to have permeated the discipline of marketing, either in terms of formal research, textbook contents or academic curricula. This paper examines the theoretical basis of self marketing and personal branding, identifies some of the conceptual, practical and ethical problems it poses for the discipline, and points to some of the challenges facing higher education in attempting to create a curricular framework within which marketing professionals can learn how to market and brand themselves effectively.

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Impersonal vs. Personal Exchanges in Marketing Relationships

Cited by 34 publications

References 7 publications

The impact of enterprise systems on corporate performance: A study of ERP, SCM, and CRM system implementations

The impact of enterprise systems on corporate performance: A study of ERP, SCM, and CRM system implementations

Creating commitment and loyalty behavior among retailers: what are the roles of service quality and satisfaction?

From Cattle and Coke to Charlie: Meeting the Challenge of Self Marketing and Personal Branding

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