The New Marketing Paradigm

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The New Marketing Paradigm

Author : Don E. Schultz,Stanley I. Tannenbaum,Robert F. Lauterborn
Publisher : McGraw Hill Professional
Page : 244 pages
File Size : 45,7 Mb
Release : 1994
Category : Business & Economics
ISBN : 0844234524

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The New Marketing Paradigm by Don E. Schultz,Stanley I. Tannenbaum,Robert F. Lauterborn Pdf

Tells why mass marketing no longer works--and shows how integrated communications programs can respond to each customer.

Brand Intimacy

Author : Mario Natarelli,Rina Plapler
Publisher : Hatherleigh Press
Page : 240 pages
File Size : 41,6 Mb
Release : 2017-10-23
Category : Business & Economics
ISBN : 9781578266869

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Brand Intimacy by Mario Natarelli,Rina Plapler Pdf

From Patagonia to Apple, Whole Foods to New Balance, we love our favorite products--and, by extension, the companies that provide them. The emotional connections we form with our beloved brands and services are important relationships--relationships that are potentially worth billions. In the fast-paced, constantly-changing world of the modern marketplace, brands must adapt or perish—strategies, methods, and techniques must evolve to remain effective and relevant. Are you using yesterday’s thinking for tomorrow’s challenges? Brand Intimacy details ways to build better marketing through the cultivation of emotional connections between brand and consumer. The book provides lessons for marketers and business leaders alike who are seeking to understand these ultimate brand relationships and the opportunities they represent. Divided into three sections, Brand Intimacy starts with Context and Understanding. This explains today’s marketing landscape, the effects of technology, consumer behaviors and the advancements around decision making. Through research we discovered that people form relationships with brands the same way they develop relationships with other people. This section provides guidance on how to think about complimentary concepts such as loyalty, satisfaction and brand value. We then explore and compare established approaches and methodologies and showcase why intimacy is a compelling new and enhanced opportunity to build your brand or market your business. The second section, Theory and Model reveals and dimensions the brand intimacy model and dissects it into steps to help you better factor it into your marketing approaches or frameworks. Here you will learn the core concepts and components that are essential to build bonds and the role emotion can play to help you achieve greater customer engagement. You can also review the rankings of the best brands in terms of Brand Intimacy. A summary of our annual research reveals the characteristics of best performers, the most intimate industries, and differences based on geography, age, gender and income. By examining the top intimate brands, we reveal and decode the secrets of the bonds they form with their customers. The third section is Methods & Practice, this details the economic benefits and advantages of a strategy that factors Brand Intimacy. Intimate brands are proven to outperform the Fortune 500 and Standards and Poors’ index of brands. Intimate brands create more revenue and profit and last longer. Consumers are also willing to pay more for a brand they are more intimate with. Conversely, we also explore a series of brand failures and lessons learned to help you avoid common pitfalls in brand management. We articulate the steps to build a more intimate brand as well as share a glimpse on the future where software will play a more important role in brand building. The book outlines a proprietary digital platform that we use to help manage and enable intimacy through collaboration, simulators and real-time tracking of emotions. Business and marketing owners face an increasing difficult task to build brands that rise above the clutter, engage more and grow. Brand Intimacy explains how to better measure, build and manage enduring brands. Brands that are built to inspire as well as profit. Written by experienced marketers and backed by extensive research, Brand Intimacy rewrites the rulebook on how to establish and expand your marketing. The book is equal parts theory, research and practice, the result of 7 year journey and a new marketing paradigm for the modern marketer.

Conceptualising Marketing Communication in the New Marketing Paradigm

Author : Wilson Ozuem
Publisher : Universal-Publishers
Page : 273 pages
File Size : 54,6 Mb
Release : 2005
Category : Business & Economics
ISBN : 9781581122473

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Conceptualising Marketing Communication in the New Marketing Paradigm by Wilson Ozuem Pdf

There has been a lot of interest among marketing practitioners and researchers in the concept of marketing communications as related to computer-mediated marketing environments as a result of the commercialization of the World Wide Web (WWW) as a marketing and communication medium. Despite growing interest, there is a dearth of research on the processual nature of communication between marketers and consumers. The overall aim of this study, therefore, is to expand our understanding of marketing communication within the computer-mediated marketing environments. This understanding is achieved in the thesis by incorporating ideas from traditional marketing communication models those based on a one-way, general outbound, linear model in which marketers deliver communication to customers and prospects and contemporary marketing communications theory within a contextualist framework, to examine the evolving marketing communication medium. Given the growing empowerment of customers through information technology that has created the interactive marketplace, the study aims to illuminate concretely that Internet exerts a mediating influence on the relationship between marketers and consumers. Following this articulation, the study considers computer-mediated marketing environments as a technological development that increases the options for marketing communications. Placing marketing communication and computer-mediated marketing environments within a historical context of technology as consistent with social constructivist framework rather than thinking about the medium as an isolated phenomenon, builds the base for understanding the opportunities and difficulties associated with marketing communications and the Internet in contrast to capabilities for marketing prior to the Internet. The current study indicates that marketing communication in the computer-mediated marketing environments possess some fundamental uniqueness, which are ancillary and augment the consumption processes. The study proposed a conceptual framework for understanding marketing communication trajectory in the evolving interactive marketplace. The framework proposed provides a new base for developing a wide range of marketing communication programmes for practitioners and academic researchers.

Strategic Marketing and the Future of Consumer Behaviour

Author : Theo Poiesz,W. Fred van Raaij
Publisher : Edward Elgar Publishing
Page : 250 pages
File Size : 49,8 Mb
Release : 2007
Category : Consumer behavior
ISBN : CORNELL:31924108566377

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Strategic Marketing and the Future of Consumer Behaviour by Theo Poiesz,W. Fred van Raaij Pdf

The authors of this book reconsider the dominant marketing paradigm in the context of a contemporary market in which marketing developments increasingly restrict the effectiveness of marketing activities. Consumers are thus overloaded with products, services, channels and information, but fail to grasp the differential value of the commercial offers being made. Theo B.C. Poiesz and W. Fred van Raaij develop a new marketing perspective that differs dramatically from the current concept. They do this via the extrapolation AND COMBINATION of several major trends: the formation of product and service packages, the development of long-term relationships, the increasing focus on individualization, and technological developments. The book introduces the 'Virtual Guardian Angel', a system that can assist buyers, both in consumer and industrial markets, in making purchase and consumption decisions, incorporating the long-term consequences and integrating the formerly separate decisions. It will affect the structure and functioning of markets and will require companies to consider new strategic options. The new marketing paradigm questions the definition and relevance of a number of well-known marketing concepts such as innovation, communication, and distribution, and consumer concepts such as needs, satisfaction, and loyalty. Providing a critical view on new synergies in present-day marketing practices, this book will be invaluable to those interested in marketing strategy and consumer behaviour, including scholars of marketing and business management, and marketing practitioners.

The New Rules of Green Marketing

Author : Jacquelyn A. Ottman
Publisher : ReadHowYouWant
Page : 252 pages
File Size : 40,5 Mb
Release : 2011
Category : Green marketing
ISBN : 0369371127

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The New Rules of Green Marketing by Jacquelyn A. Ottman Pdf

Green products have been around since the 1970s, but it's only in recent years that they've become ubiquitous. It's not because consumers suddenly prize sustainability above all. It's because savvy green marketers are no longer trying to ''sell the earth'' - instead they're promoting the value their products provide: better health, superior performance, good taste, cost - effectiveness, or simply convenience. This central emphasis on primary benefits - the new rules - is critical to winning over the mainstream consumer. The New Rules of Green Marketing helps readers understand why value - based sustainability marketing has become a critical organizational capacity and how they themselves can adopt this approach. Drawing on the latest data from leading researchers and reflecting on learnings from her corporate clients and other pioneers - including GE, Nike, Method, Starbucks, Timberland, HP, NatureWorks, Procter & Gamble, Stonyfield Farm, and Wal - Mart - Ottman provides practical strategies, tools, and inspiration for building every aspect of a credible value - based green marketing strategy. She covers using a proactive approach to sustainability to spur innovation, developing products that are green throughout their life cycle, communicating credibly to avoid accusations of ''greenwashing, '' teaming up with stakeholders to maximize outreach to consumers, taking advantage of social media, and much more. This book takes the best of Ottman's previous groundbreaking work it into the 21st century. Her new rules relegate traditional ''green guilt'' approaches to the recycling bin of history, break green products out of their niche and, ultimately do a far better job of advancing the triple bottom line of people, profits, and planet.

Contemporary Issues in Digital Marketing

Author : John Branch,Marcus Collins
Publisher : Libri Publishing Limited
Page : 281 pages
File Size : 53,9 Mb
Release : 2018-06-30
Category : Business & Economics
ISBN : 9781911450320

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Contemporary Issues in Digital Marketing by John Branch,Marcus Collins Pdf

We live in the digital age. There are more than 3 billion people connected to the internet. For every 100 people on the planet, there are 96 mobile telephone subscriptions. And more and more of our everyday objects--cuddly toys, cars, even kettles--have created an "internet of things." Marketers, in particular, hope that so-called digital marketing will allow them to gain new customer insights, refine customer segmentation, and communicate to customers more efficiently and effectively. They anticipate that the digital age will offer possibilities for new product innovation, advanced methods for engaging customers and original vehicles for creating brand communities. Despite the pervasiveness of digital technologies, however, digital marketing is seemingly still in its infancy. Contributions from both academics and practitioners who are experts in the field explore the realities of digital marketing.

Future of Tourism Marketing

Author : Seongseop (Sam) Kim,Dan Wang
Publisher : Routledge
Page : 198 pages
File Size : 55,9 Mb
Release : 2021-06-14
Category : Business & Economics
ISBN : 9781000403961

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Future of Tourism Marketing by Seongseop (Sam) Kim,Dan Wang Pdf

Marketing in the tourism and hospitality industry has transformed with the development of digital marketing tools and the evolution of social culture. Recently, the advent of new technologies such as smartphones, artificial intelligence, virtual reality, robots, and new GIS systems has created more possibilities for marketing innovations. Advancements in information technology are leading to changes in business processes, service standards, and management mindsets. Meanwhile, consumers are also adapting to the new marketing paradigm. Researchers are interested in studying this newly-emerging and unpredictable business environment, customer decision making, new management tactics, and business analytic strategies. Future of Tourism Marketing aims to assess the role of modern technologies in marketing tourism destinations and their effects on potential visitors. This book will provide an update on research into the new marketing paradigm that is developing as a result of new technologies in a post-modern era. The chapters in this book were originally published in Journal of Travel & Tourism Marketing.

Marketing Moves

Author : Philip Kotler,Dipak Jain,Suvit Maesincee
Publisher : Harvard Business Press
Page : 216 pages
File Size : 54,9 Mb
Release : 2002
Category : Business & Economics
ISBN : 1578516005

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Marketing Moves by Philip Kotler,Dipak Jain,Suvit Maesincee Pdf

The Internet, globalization, and hypercompetition are dramatically reshaping markets and changing the way business is done. The problem, says internationally renowned marketer Philip Kotler and his coauthors Dipak C. Jain and Suvit Maesincee, is that marketing has not kept pace with the markets. In today's world, customers are scarce-not products-and classic marketing needs to be deconstructed, redefined, and broadened to reflect this new reality. Marketing Moves describes the next transformational imperative for marketing-and for any organization competing in our customer-ruled, technology-driven marketplace. It calls for a fundamental rethinking of corporate strategy to enable the ongoing creation and delivery of superior value for customers in both the marketplace and the marketspace. And it appoints marketing as the lead driver in shaping and implementing this new strategy. The means for accomplishing this lies in a radically new marketing paradigm the authors call holistic marketing -a dynamic concept derived from the electronic connectivity and interactivity among companies, customers, and collaborators. This new paradigm combines the best of traditional marketing with new digital capabilities to build long-term, mutually satisfying relationships and co-prosperity among all key stakeholders. Outlining a framework for implementing holistic marketing that calls for integrating customer demand management, internal and external resource allocation, and network collaboration-the authors show how holistic marketing can enable companies to: - Identify new value opportunities for renewing their markets - Efficiently create the most promising new value offerings - Deliver products, services, and experiences that more precisely match individual customer requirements - Consistently operate at the highest level of product quality, service, and speed Thought-provoking and practical, Marketing Moves shows how to build a complete marketing platform primed for the challenges and opportunities of a customer-centric world. AUTHORBIO: Philip Kotler is the S.C. Johnson Son Distinguished Professor of International Marketing at the Kellogg Graduate School of Management at Northwestern University in Chicago. Dipak C. Jain is Dean of the Kellogg Graduate School of Management. Suvit Maesincee is a Professor of Marketing at the Sasin Graduate Institute of Business Administration at Chulalongkorn University in Bangkok, Thailand.

Marketing Made Human

Author : Malene Bendtsen
Publisher : Publishing Rebel
Page : 210 pages
File Size : 45,8 Mb
Release : 2022-01-15
Category : Business & Economics
ISBN : 9788797209523

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Marketing Made Human by Malene Bendtsen Pdf

MARKETING MADE HUMAN is mindset shifting personal branding book and a practical guide for marketing in the 2020s. It breaks down cemented perceptions and beliefs around marketing and empowers entrepreneurs to fall in love with marketing, so they can have a bigger impact in the world and unlimited business success. NOW is the best time ever to connect with your true tribe and build a lovable personal brand that customers will happily and voluntarily promote. This book will change your view of marketing forever. It breaks down cemented perceptions and beliefs around marketing and brand building and empowers entrepreneurs to fall in love with marketing, so they can have a bigger impact in the world and unlimited business success. Understanding fundamental human desires and their role in purchasing decisions opens up new ways of approaching your marketing role in the 2020s. The mission is to put human connection and fundamental human desires at the center of marketing, and thereby release entrepreneurs from the discomfort and fear often associated with marketing. The book provides a framework to design novel marketing strategies that will, in fact, be helpful to and supported by your customers. Hopefully, you will feel inspired to tap into this new marketing paradigm to create a lovable brand and grow into a successful personal brand, and a confident marketer and leader of your tribe. This book will: - Demystify why you (with good reason) may have felt reluctant to marketing and sales, and outline a new paradigm to help you feel inspired and capable instead - Show you how fundamental human desires are driving customer happiness like never before and how you can leverage that in your marketing - Shed light on the forces driving immunity to traditional marketing and explain how social media platforms are responding to consumer demand to be ‘unreachable’ by traditional marketing, while increasingly empowering consumers to act as voluntary marketers - Teach you how you, as a personal brand entrepreneur, can leverage factors commonly ignored by bigger brands making authentic personal branding a cornerstone in your business success - Help you find the courage to fully step into your role and take full ownership of the empowering force you truly are to your most desired audience - Show you where to focus your efforts with generous human interaction and solid guidance to turn customers into engaged brand ambassadors - Outline how to build sales funnels in this new marketing paradigm and which metrics to use to measure your business success The book also offers a complimentary personal branding workbook with templates to complete the exercises and a complimentary 3-day mini-course to help you immediately connect more strongly with your audience.

Emerging Issues in Global Marketing

Author : James Agarwal,Terry Wu
Publisher : Springer
Page : 374 pages
File Size : 49,9 Mb
Release : 2018-03-28
Category : Business & Economics
ISBN : 9783319741291

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Emerging Issues in Global Marketing by James Agarwal,Terry Wu Pdf

This book examines emerging theories, frameworks, and applications of global marketing for the 21st century. It highlights how global marketing is changing in a globalized and digital economy that is fast increasing in complexity and uncertainty. The traditional approach to global marketing is no longer sufficient to address the emerging issues in global markets. Global companies need to challenge traditional assumptions in global marketing in an era of shifting political, cultural, economic, and technological changes. They need to take a fresh look at the contemporary threats and opportunities in markets, institutions, and technology and how they affect entry and expansion strategies through careful re-calibration of the marketing-mix. This book offers new insights for global marketing that addresses these issues. This book should be an ideal resource to both academic scholars and reflective practitioners globally such as CEOs and chief marketing officers as well as government officials and policy makers interested in formulating strategies/policies for global marketing activities in the face of a globalized and digitized economy. This well-crafted research volume is an excellent addition to the growing literature on new trends in international marketing. The authors present the latest insight on the impact of phenomena such as cross-border e-commerce and digital markets, and they discuss new tools for political risk assessment, international branding and more broadly the reconfiguring of marketing-mix strategies – A powerful reminder that the new global market remains a rugged landscape. - Alain Verbeke, McCaig Research Chair in Management and Editor-in-Chief Journal of International Business Studies, University of Calgary, Canada. Emerging trends in institutions, markets, and societies, along with new technological advances, are redefining the scope and strategy in global marketing. Professors Agarwal and Wu have assembled a remarkable collection of cutting-edge topics and issues that capture the shifting paradigm and contemporary developments in the global marketing field. This is an informative and timely resource that makes a valuable contribution, useful for both scholars and business practitioners of global marketing. - Constantine S. Katsikeas, Arnold Ziff Endowed Research Chair in Marketing & International Management, Editor-in-Chief Journal of International Marketing, University of Leeds, UK. This book presents new and cutting-edge thinking at a time when the traditional views of international marketing need to be scrapped. Convergence forces are creating new opportunities as well as threats on a daily basis, and marketing practitioners as well as scholars must be forewarned as well as forearmed on how to deal with these changes. The real growth is coming from the emerging nations, and the theories that provided sufficient insights ten years ago have been completely outmoded by the ever-accelerating rate of innovation and technological change as well as the pressures to address the needs of all of the firm’s relevant stakeholders. The strategic insights provided here are absolutely invaluable. Don’t miss an opportunity to read this book!! - John B. Ford, Professor of Marketing & International Business, Eminent Scholar & Haislip-Rohrer Fellow, Editor-in-Chief, Journal of Advertising Research, Old Dominion University, USA.

Quantum Marketing

Author : Raja Rajamannar
Publisher : HarperCollins Leadership
Page : 241 pages
File Size : 45,7 Mb
Release : 2021-02-09
Category : Business & Economics
ISBN : 9781400224036

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Quantum Marketing by Raja Rajamannar Pdf

Raja Rajamannar, Chief Marketing Officer of Mastercard, shares breakthrough, frontier strategies to navigate the challenges that result from today’s unprecedented disruption. As technology has continually evolved in the last several decades, marketing has had to change with it, evolving through four significant stages that build on the strategies and tools of the previous era. What happens next in the fifth stage, or Fifth Paradigm, will not be an evolution, but a revolution. Almost everything about how marketing is done today, including the very notion of a brand itself, will require a complete re-imagination. As Chief Marketing Officer of Mastercard, one of the world’s most recognizable and decorated brands, Raja Rajamannar shares the forward-thinking ways all businesses must rethink their entire marketing landscape to remain relevant and be successful. In Quantum Marketing, readers will: Understand the evolution of marketing and how to be at the forefront of future change. Get clarity on the right marketing strategies and tactics to pursue amidst an ever-evolving industry. Achieve breakthroughs in innovative thinking to compete in modern business. Gain perspective from top marketers across industries. Quantum Marketing is for all business people who seek to understand how rapidly marketing is evolving, what marketers are doing to get ready for this shift, and what the new world will look like for companies, consumers, and society as the race to develop revolutionary marketing strategies reaches a whole new level.

The Rise of the Platform Marketer

Author : Craig Dempster,John Lee
Publisher : John Wiley & Sons
Page : 240 pages
File Size : 54,7 Mb
Release : 2015-04-09
Category : Business & Economics
ISBN : 9781119059998

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The Rise of the Platform Marketer by Craig Dempster,John Lee Pdf

Develop the skills and capabilities quickly becoming essential in the new marketing paradigm The Rise of the Platform Marketer helps you leverage the "always-on" consumer to deliver more personalized engagements across media, channels, and devices. By managing these interactions at scale throughout the customer lifecycle, you can optimize the value of your customers and segments through strategic use of Connected CRM (cCRM). This book shows you how to take advantage of the massive growth and proliferation of social and other digital media, with clear strategy for developing the new capabilities, tools, metrics, and processes essential in the age of platform marketing. Coverage includes identity management, audience management, consumer privacy and compliance, media and channel optimization, measurement and attribution, experience design, and integrated technology, plus a discussion on how the company as a whole must evolve to keep pace with marketing's increasingly rapid evolution and capabilities. The expansion of digital platforms has created addressability opportunity through search, video, display, and social media, offering today's foremost opportunity for competitive advantage. This book outlines the capabilities and perspective required to reap the rewards, helping you shift your strategy to align with the demands and expectations of the modern consumer. Develop the tools, metrics, and processes necessary to engage the modern consumer Gain a deep understanding of Connected Customer Relationship Management Leverage trends in technology and analytics to create targeted messages Adjust your company's structure and operations to align with new capabilities The new era of marketing requires thorough understanding of cCRM, along with the knowledge and innovative forethought to thrive in the ever-expanding digital audience platform environment. The Rise of the Platform Marketer gives you an edge, and helps you clear a path to full implementation.

Emotional Branding

Author : Marc Gobe
Publisher : Simon and Schuster
Page : 352 pages
File Size : 52,7 Mb
Release : 2010-02-09
Category : Business & Economics
ISBN : 9781581157376

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Emotional Branding by Marc Gobe Pdf

Emotional Branding is the best selling revolutionary business book that has created a movement in branding circles by shifting the focus from products to people. The “10 Commandments of Emotional Branding” have become a new benchmark for marketing and creative professionals, emotional branding has become a coined term by many top industry experts to express the new dynamic that exists now between brands and people. The emergence of social media, consumer empowerment and interaction were all clearly predicted in this book 10 years ago around the new concept of a consumer democracy. In this updated edition, Marc Gobé covers how social media helped elect Barack Obama to the White House, how the idea behind Twitter is transforming our civilization, and why new generations are re-inventing business, commerce, and management as we know it by leveraging the power of the web. In studying the role of women as "shoppers in chief, "and defining the need to look at the marketplace by recognizing differences in origins, cultures, and choices, Emotional Branding foresaw the break up of mass media to more targeted and culturally sensitive modes of communications. As the first marketing book ever to study the role of the LGBTQ community as powerful influencers for many brands, Emotional Branding opened the door to a renewed sensitivity toward traditional research that privilege individuality and the power of the margins to be at the center of any marketing strategy. A whole segment in the book looks at the role of the senses in branding and design. The opportunity that exists in understanding how we feel about a brand determines how much we want to buy. By exploring the 5 senses, Emotional Branding shows how some brands have built up their businesses by engaging in a sensory interaction with their consumers. Emotional Branding explores how effective consumer interaction needs to be about senses and feelings, emotions and sentiments. Not unlike the Greek culture that used philosophy, poetry, music, and the art of discussion and debate to stimulate the imagination, the concept of emotional branding establishes the forum in which people can convene and push the limits of their creativity. Through poetry the Greeks invented mathematics, the basis of science, sculpture, and drama. Unless we focus on humanizing the branding process we will lose the powerful emotional connection people have with brands. Critics hailed Emotional Branding as a breakthrough and a fresh approach to building brands. Design in this book is considered a new media, the web a place where people will share information and communicate, architecture a part of the brand building process, and people as the most powerful element of any branding strategy. Most importantly, it emphasizes the need to transcend the traditional language of marketing--from one based on statistics and data to a visually compelling new form of communication that fosters creativity and innovation. Allworth Press, an imprint of Skyhorse Publishing, publishes a broad range of books on the visual and performing arts, with emphasis on the business of art. Our titles cover subjects such as graphic design, theater, branding, fine art, photography, interior design, writing, acting, film, how to start careers, business and legal forms, business practices, and more. While we don't aspire to publish a New York Times bestseller or a national bestseller, we are deeply committed to quality books that help creative professionals succeed and thrive. We often publish in areas overlooked by other publishers and welcome the author whose expertise can help our audience of readers.

Total Relationship Marketing

Author : Evert Gummesson
Publisher : Routledge
Page : 370 pages
File Size : 52,9 Mb
Release : 2002
Category : Business & Economics
ISBN : 9780750654074

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Total Relationship Marketing by Evert Gummesson Pdf

Total Relationship Marketing provides a genuinely unique new view of the meaning of marketing management and a complete introduction to the rapidly evolving field of relationship marketing. A major contribution to marketing thought internationally, this new edition of Gummesson's seminal title presents a powerful and in depth analysis of modern relationship marketing. Highly informative, practical in style, and packed with examples and cases from real companies, it is an essential resource for all serious marketing practitioners as well as both undergraduate and postgraduate students. Customer Relationship Management (CRM) is a key feature throughout this newly revised edition Comprehensive coverage on the Internet, e-Business and one-to one marketing New examples, cases, concepts and references have been added to aid the reader

Service Management

Author : Jay Kandampully
Publisher : Springer Science & Business Media
Page : 341 pages
File Size : 50,9 Mb
Release : 2011-12-10
Category : Business & Economics
ISBN : 9781461415541

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Service Management by Jay Kandampully Pdf

“Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.” ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University "With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing." --Christian Grönroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland "Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing." --A. "Parsu" Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida "Service excellence and service innovation are critical for success in today’s competitive retail marketplace. Service Management: The New Paradigm in Retailing provides a contemporary and transformative lens for accomplishing these essential goals." --Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University