Professional Documents
Culture Documents
Relationship Marketing
Relationship Marketing
Library
bibliographies
Relationship marketing
(books published after 1990)
Compilation date: September 2007
This bibliography is a selective listing of works held by the MBS Library. The selection reflects the teaching and
research focus of the academic programs at MBS. For a fuller coverage of the subject, please refer to the
catalogue.
Accelerating customer relationships : using Best face forward : why companies must
CRM and relationship technologies / Ronald S. improve their service interfaces with customers
Swift. / Jeffrey F. Rayport, Bernard J. Jaworski.
Upper Saddle River, NJ : Prentice Hall PTR, Boston, MA : Harvard Business School Press,
c2000. c2005.
Mt Eliza 658.812 SWIF [2000] MBS 658.812 RAYP [2005]
Acquiring, processing, and deploying voice of The breakthrough zone / by Mac Andrews & Roy
the customer / M. Larry Shillito. Langmaid.
Boca Raton, Fla. : St. Lucie Press , c2001. Hoboken, N.J. : John Wiley & Sons, Inc., 2003.
MBS 658.812 SHIL [2001] Mt Eliza 658.4062 ANDR [2004]
Batteries included! / Nigel May Barlow. Building the customer-centric enterprise : data
London : Random House Business Books, 2000. warehousing techniques for supporting
MBS 658.812 BARL [2000] customer relationship management / Claudia
Imhoff, Lisa Loftis, Jonathan G. Geiger.
Beans : four principles for running a business Chichester : Wiley, 2001.
in good times or bad : a business fable taken MBS 658.4038 IMHO
from real life / Leslie A. Yerkes, Charles Decker.
San Francisco : Jossey-Bass, c2003. Built for use : driving profitability through the
Mt Eliza 658.0220973 YERK [2003] user experience / by Karen Donoghue.
New York : McGraw-Hill, 2002.
MBS and Mt Eliza 658.812 DONO
__________________________________________________________________________________________________
Relationship marketing / September 2007 1
Business process mapping : improving CRM at the speed of light : capturing and
customer satisfaction / J. Mike Jacka, Paulette J. keeping customers in Internet real time / Paul
Keller. Greenberg.
New York : Wiley, 2002. Berkeley, Calif. : Osborne, 2001.
Mt Eliza 658.812 JACK [2002] MBS 658.812028546 GREE [2001]
Citizen marketers : when people are the The CRM handbook : a business guide to
message / Ben McConnell and Jackie Huba. customer relationship management / Jill Dyché
Chicago, IL : Kaplan Pub., c2007. Boston : Addison Wesley, c2002.
Mt Eliza 658.812 MCCO [2007] Mt Eliza 658.812 DYCH [2001]
Creating a company for customers : how to The customer-centered enterprise : how IBM
build and lead a market-driven organization / and other world-class companies achieve
Malcolm McDonald ... [et al.] ; edited by Jane extraordinary results by putting customers first
Simms. / Harvey Thompson.
Harlow : Financial Times Prentice Hall, 2001. New York : McGraw-Hill, c2000.
Mt Eliza 658.812 CREA [2001] MBS 658.812 THOM
Creating loyal profitable customers : 47 ways Customer clubs and loyalty programmes : a
to turn your customers into passionate practical guide / Stephan A. Butscher.
purchasers / Keith Abraham. Aldershot, Hampshire ; Brookfield, VT : Gower,
Brisbane, Qld. : People Pursuing A Passion, 1998.
c1999. MBS 658.812 BUTS
Mt Eliza 658.812 ABRA [1999]
Customer.Community : unleashing the power
Creating the customer-focused company. of your customer base / Drew Banks and Kim
Melbourne : International Market Assessment, Daus ; foreword by Scott Cook ; afterword by
c1997. Michael Lowenstein.
MBS f 658.812 CREA [1997] San Francisco : Jossey-Bass, c2002.
MBS 658.812 BANK
Creative business : the making of addictive
stories / Paul Nero, Neeta Patel.
Harlow : Financial Times Prentice Hall, 2003.
MBS 659.1 NERO [2003]
__________________________________________________________________________________________________
Relationship marketing / September 2007 2
Customer connections : new strategies for Customer relationship management :
growth / Robert E. Wayland, Paul M. Cole. integrating marketing strategy and information
Boston, Mass : Harvard Business School Press, technology / William G. Zikmund, Raymond
c1997. McLeod, Faye W. Gilbert.
MBS 658.812 WAYL [1997] Hoboken, N.J. ; [Great Britain] : Wiley, c2003.
MBS 658.812 ZIKM
Customer culture : how Fed Ex and other great
companies put the customer first every day / Customer relationship management systems
Michael D. Basch. handbook / Duane E. Sharp.
Upper Saddle River, NJ : Prentice Hall PTR, Boca Raton : Auerbach Publications, c2003.
c2002. MBS 658.812 SHAR [2003]
MBS and Mt Eliza 658.812 BASC [2002]
The customer response management
The customer differential : the complete guide handbook : building, rebuilding and improving
to implementing customer relationship your results / Darlene D. Richard.
management / Melinda Nykamp. Sydney ; London : McGraw-Hill, 2002.
New York : AMACOM, c2001. MBS 658.3044 RICH [2002]
MBS 658.812 NYKA [2001]
Customer responsive management : the
Customer equity : building and managing flexible advantage / Frank W. Davis, Karl B.
relationships as valuable assets / Robert C. Mandrodt.
Blattberg, Gary Getz, Jacquelyn S. Thomas. Cambridge, MA : Blackwell Publishers, 1996.
Boston, Mass. ; [Great Britain] : Harvard Business MBS 658.812 DAVI
School Press, c2001.
MBS and Mt Eliza 658.812 BLAT Customer satisfaction research management :
a comprehensive guide to integrating customer
Customer experience management : a loyalty and satisfaction metrics in the
revolutionary approach to connecting with your management of complex organizations / Derek
customers / Bernd H. Schmitt. R. Allen.
New York : Wiley, c2003. Milwaukee : ASQ Quality Press, c2004.
MBS 658.812 SCHM MBS 658.8343 ALLE [2004]
__________________________________________________________________________________________________
Relationship marketing / September 2007 3
The customer service workbook / Neville Lake & Emotion marketing : the Hallmark way of
Kristin Hickey. winning customers for life / Scott Robinette and
London : Kogan Page, 2002. Claire Brand ; with Vicki Lenz.
Mt Eliza 658.812 LAKE CF/CD [2002] New York : McGraw-Hill, c2001.
MBS 658.8 ROBI
The customer service zoo / Catherine DeVrye.
St. Leonards, N.S.W. : Allen & Unwin, 1999. Emotional value : creating strong bonds with
MBS and Mt Eliza 658.812 DEVR [1999] your customers / Janelle Barlow and Dianna Maul
; foreword by Michael Edwardson.
Customer share marketing : how the world's San Francisco : Berrett-Koehler Publishers, c2000.
great marketers unlock profits from customer Mt Eliza 658.812 BARL [2000]
loyalty / Tom Osenton.
London : Financial Times Prentice Hall, c2002. Enterprise one-to-one : tools for building
MBS 658.812 OSEN unbreakable customer relationships in the
interactive age / Don Peppers and Martha
Customer winback : how to recapture lost Rogers.
customers and keep them loyal / Jill Griffin and London : Judy Piatkus, c1997.
Michael W. Lowenstein ; foreword by Don MBS 658.8 PEPP [1997]
Peppers and Martha Rogers.
San Francisco : Jossey-Bass, c2001. The eternal e-customer : how emotionally
MBS and Mt Eliza 658.812 GRIF [2001] intelligent interfaces can create long-lasting
customer relationships / Bryan P. Bergeron.
Customers that count : how to build living New York : McGraw-Hill, 2001.
relationships with your most valuable MBS 658.812 BERG
customers / Tony Cram.
Harlow : Financial Times Prentice Hall, 2001. Exceeding customer expectations : what
Mt Eliza 658.812 CRAM [2001] Enterprise, America's #1 car rental company,
can teach you about creating lifetime
Data mining cookbook : modeling data for customers / Kirk Kazanjian ; foreword by Andrew
marketing, risk and customer relationship C. Taylor.
management / Olivia Parr Rud. New York : Currency Doubleday, c2007.
New York ; Chichester : Wiley, c2001. Mt Eliza 658.812 KAZA [2007]
MBS 005.741 RUD
The experience economy : work is theatre &
Designing the customer-centric organization : a every business a stage / B. Joseph Pine II,
guide to strategy, structure, and process / Jay James H. Gilmore.
R. Galbraith. Boston : Harvard Business School Press, c1999.
San Francisco : Jossey-Bass A Wiley Imprint, MBS and Mt Eliza 658.56 PINE
c2005.
Mt Eliza 658.812 GALB [2005] From mind to market : reinventing the retail
supply chain / by Roger D. Blackwell.
Developing a market orientation / Rohit New York : HarperBusiness, 1997.
Deshpandé, editor. MBS 658.87 BLAC
Thousand Oaks, Calif. : Sage Publications, c1999.
MBS 658.83 DEVE Fundamentals of customer-focused
management : competing through service /
Discovering the soul of service : the nine Joby John.
drivers of sustainable business success / Westport, Conn. : Praeger, 2003.
Leonard L. Berry. MBS 658.812 JOHN [2003]
New York, NY : Free Press, c1999.
MBS 658.812 BERR The future of competition : co-creating unique
value with customers / C.K. Prahalad, Venkat
Driving customer equity : how lifetime Ramaswamy.
customer value is reshaping corporate strategy Boston, Mass. : Harvard Business School Pub.,
/ Roland T. Rust, Valarie A. Zeithaml, Katherine N. c2004.
Lemon. MBSand Mt Eliza 658.4 PRAH [2004]
New York : Free Press, 2000.
MBS 658.8 RUST
__________________________________________________________________________________________________
Relationship marketing / September 2007 4
Good service is good business : 7 simple The innovator's dilemma : when new
strategies for success / Catherine DeVrye. technologies cause great firms to fail / Clayton
2nd ed. M. Christensen.
Frenchs Forest, N.S.W. : Prentice Hall, 2000. Boston, Mass. : Harvard Business School Press,
Mt Eliza 658.812 DEVR [2000] c1997.
MBS 658 CHRI
The handbook of key customer relationship
management : the definitive guide to winning, The innovator's solution : creating and
managing and developing key account sustaining successful growth / Clayton M.
business / Ken Burnett. Christensen, Michael E. Raynor.
Harlow : Financial Times Prentice Hall, c2001. Boston, Mass. : Harvard Business School, 2003.
Mt Eliza 658.812 BURN [2001] MBS 658.4063 CHRI [2003]
Improving customer satisfaction, loyalty, and The knowledge-based organization : four steps
profit : an integrated measurement and to increasing sales, profits, and market share /
management system / Michael D. Johnson, James A. Alexander, Michael C. Lyons.
Anders Gustafsson. Chicago : Irwin Professional Pub., c1995.
San Francisco : Jossey-Bass, c2000. MBS 658.812 ALEX
MBS 658.812 JOHN [2000]
__________________________________________________________________________________________________
Relationship marketing / September 2007 5
Lessons from the Nordstrom way : how Managing key clients / Kevin Walker ; with Cliff
companies are emulating the # 1 customer Ferguson and Paul Denvir.
service company / Robert Spector. London ; New York : Continuum, 2000.
New York : John Wiley, 2001. MBS 658.812 WALK [2000]
Mt Eliza 658.812 SPEC [2001]
The market driven organization :
The life belt : the definitive guide to managing understanding, attracting, and keeping
customer retention / John A. Murphy. valuable customers / George S. Day.
Chichester : Wiley, 2001. New York : Free Press, 1999.
MBS 658.812 MURP MBS 658.8 DAY
Lifestyle and event marketing : building the Marketbusters : 40 strategic moves that drive
new customer partnership / Alfred L. Schreiber, exceptional business growth / Rita Gunther
with Barry Lenson. McGrath, Ian C. MacMillan.
New York : McGraw-Hill, c1994. Boston, Mass. : Harvard Business School Press,
MBS 659 SCHR c2005.
MBS 658.4012 MCGR [2005]
Loyalty.com : customer relationship
management in the new era of Internet Marketing 2.0 : strategies for closer
marketing / Frederick Newell. relationships / Gerald Corbae, Jakob B. Jensen,
New York : McGraw-Hill, c2000. Dirk Schneider.
MBS and Mt Eliza 658.812 NEWE New York : Springer, 2003.
Mt Eliza 658.8 CORB [2003]
Loyalty rules! : how today's leaders build
lasting relationships / Frederick F. Reichheld. Marketing high technology services / Colin V.
Boston : Harvard Business School Press, c2001. Sowter.
MBS and Mt Eliza 658.812 REIC Aldershot : Gower, 2000.
Mt Eliza 620.00688 SOWT [2000]
Magnetic service : secrets for creating
passionately devoted customers / Chip R. Bell Marketing management : a relationship
and Bilijack R. Bell. marketing perspective / Marketing and Logistics
San Francisco, California : Berrett-Koehler Group, Cranfield School of Management.
Publishers, c2003. Basingstoke : Macmillan, 2000.
Mt Eliza 658.812 BELL [2003] MBS 658.802 MARK
__________________________________________________________________________________________________
Relationship marketing / September 2007 6
Net gain : expanding markets through virtual QoS : measurement and evaluation of
communities / John Hagel III, Arthur G. telecommunications quality of service / William
Armstrong. C. Hardy.
Boston : Harvard Business School Press, c1997. Chichester ; New York : Wiley, c2001.
MBS 658.800285467 HAGE MBS 384.043 HARD
Network dynamics in international marketing / The quest for loyalty : creating value through
edited by Peter Naudé and Peter W. Turnbull. partnership / edited with an introduction by
Oxford ; New York : Pergamon, 1998. Frederick F. Reichheld ; foreword by Scott D.
MBS 658.848 NETW Cook.
Boston, MA : Harvard Business School Press,
The new market leaders : who's winning and c1996.
how in the battle for customers / Fred MBS 658.812 QUES
Wiersema.
New York : Free Press, 2001. Quick response : managing the supply chain to
MBS 658.812 WIER meet consumer demand / Bob Lowson, Russell
King, Alan Hunter.
Niche envy : marketing discrimination in the Chichester : Wiley, c1999.
digital age / Joseph Turow. MBS 658.5 LOWS
Cambridge, Mass. : MIT Press, c2006.
MBS 658.834 TURO [2006] Reaching the interactive customer : integrated
services for the digital world / Mai-lan Tomsen,
One size fits one : building relationships one Ron Faith.
customer and one employee at a time / Gary Cambridge, UK ; New York, NY : Cambridge
Heil, Tom Parker, Deborah C. Stephens. University Press, 2003.
New York : Van Nostrand Reinhold, c1997. MBS 658.84 TOMS
MBS 658.812 HEIL
The relationship advantage : information
The one to one fieldbook : the complete toolkit technologies, sourcing, and management /
for implementing a 1 to 1 marketing program / Thomas Kern and Leslie P. Willcocks.
Don Peppers, Martha Rogers and Bob Dorf. Oxford : Oxford University Press, 2001.
Oxford : Capstone, c1999. MBS 658.723 KERN
MBS 658.812 PEPP [1999]
Relationship marketing : creating stakeholder
The one to one future : building business value / Martin Christopher, Adrian Payne, David
relationships one customer at a time / Don Ballantyne.
Peppers & Martha Rogers. [2nd ed.]
New York : Currency Doubleday, 1997. Oxford : Butterworth-Heinemann, 2002.
MBS 658.812 PEPP [1997] MBS 658.812 CHRI
__________________________________________________________________________________________________
Relationship marketing / September 2007 7
Scoring points : how Tesco is winning Service quality : research perspectives /
customer loyalty / Clive Humby and Terry Hunt, Benjamin Schneider, Susan S. White.
with Tim Phillips. Thousand Oaks, CA : Sage Publications, c2004.
London : Kogan Page, c2003. MBS 658.812 SCHN [2004]
MBS 658.812 HUMB [2003]
Services marketing : a European perspective.
Secrets of customer relationship management : London : Prentice Hall Europe, c1999.
it's all about how you make them feel / by MBS 658.802 LOVE
James G. Barnes.
New York : McGraw-Hill, c2001. Services marketing : a managerial perspective /
MBS 658.812 BARN Rod McColl, Bill Callaghan, Adrian Palmer.
Sydney : McGraw-Hill, 2000.
Seducing the vigilante customer : winning Mt Eliza 658.8 MCCO [2000]
strategies to guarantee the return of happy
customers and healthy profits / Graham Harvey. Services marketing : an Asia-Pacific and
Auckland [N.Z.] : Reed, c2002. Australian perspective / Christopher Lovelock,
Mt Eliza 658.812 HARV [2002] Paul Patterson, Rhett Walker.
3rd ed.
The service-dominant logic of marketing : Frenchs Forest, N.S.W. : Prentice Hall, 2004.
dialog, debate, and directions / Robert F. Lusch MBS and Mt Eliza 658.800994 LOVE [2004]
and Stephen L. Vargo, editors.
Armonk, N.Y. : M. E. Sharpe, 2006. Services marketing : integrating customer
MBS 658.812 SERV [2006] focus across the firm / Valarie A. Zeithaml, Mary
Jo Bitner.
Service is front stage : positioning services for 2nd ed.
value advantage / by James Teboul. Boston ; London : Irwin/McGraw-Hill, c2000.
Hampshire [England] ; New York : Palgrave MBS 658.8 ZEIT [2000]
Macmillan, 2006.
MBS 658.812 TEBO [2006] Services marketing management : an
international perspective / by Kans Kasper, Piet
Service leadership : the quest for competitive van Helsdingen, Wouter De Vries, Jr.
advantage / Svafa Grönfeldt , Judith Strother. New York : John Wiley, 1999.
Thousand Oaks, Calif. : SAGE Publications, MBS 658.8 KASP
c2006.
MBS 658.812 GRON [2006] The seven myths of customer management :
how to be customer-driven without being
Service management and marketing : a customer-led / John Abram, Paul Hawkes.
customer relationship management approach / Hoboken, N.J. : Wiley, c2003.
Christian Grönroos. MBS 658.812 ABRA [2003]
2nd ed.
Chichester ; New York : Wiley, c2000. The shape of things to come : seven
MBS 658.8 GRON [2000] imperatives for winning in the new world of
business / Richard W. Oliver.
The service management audit : a nine step New York : McGraw-Hill, c1999.
assessment to determine the direction and Mt Eliza 658.049 OLIV [1999]
effectiveness of each service unit in your
business / Colin Armistead and Graham R. Clark. Simplicity marketing : end brand complexity,
Cambridge : CSP, [2000?]. clutter, and confusion / Steven M. Cristol, Peter
MBS f 658.812 ARMI [2000] Sealey.
New York : Free Press, c2000.
The service profit chain : how leading MBS 658.8 CRIS
companies link profit and growth to loyalty,
satisfaction, and value / James L. Heskett, W. Six sigma for financial professionals / D.H.
Earl Sasser, Jr., Leonard A. Schlesinger. Stamatis.
New York : Free Press, c1997. Hoboken, N.J. : John Wiley & Sons, 2003.
MBS and Mt Eliza 658.812 HESK MBS 658.4013 STAM [2003]
__________________________________________________________________________________________________
Relationship marketing / September 2007 8
Six Sigma : SPC and TQM in manufacturing Using smart cards to gain market share /
and services / Geoff Tennant. Aneace Haddad.
Aldershot, England ; Burlington, VT : Gower. 2001. Aldershot : Gower, c2000.
MBS 658.562 TENN [2001] MBS 658.883 HADD
Strategic relationship marketing / Søren The value profit chain : treat employees like
Hougaard, Mogens Bjerre. customers and customers liked [i.e. like]
New York : Springer, 2002. employees / James L. Heskett, W. Earl Sasser,
MBS 658.812 HOUG [2002] Leonard A. Schlesinger.
New York, NY : The Free Press, c2003.
Strategic Six sigma : best practices from the MBS 658.812 HESK
executive suite / Dick Smith and Jerry Blakeslee ;
with Richard Koonce. ValueSpace : winning the battle for market
Hoboken, N.J. : John Wiley, c2002. leadership : lessons from the world's most
MBS 658.4 SMIT admired companies / Banwari Mittal, Jagdish N.
Sheth.
Successful customer relationship marketing : New York : McGraw-Hill, c2001.
new thinking, new strategies, new tools for MBS 658.8 MITT [2001]
getting closer to your customers / Bryan Foss &
Merlin Stone. Viewpoint on customer relationship
London : Kogan Page, 2001. management / PA Consulting Group.
MBS 658.812 FOSS London : PA Consulting Group, 1999.
MBS Careers 658.812 VIEW
The ten demandments / by P. Kelly Mooney with
Laura Bergheim. When customers think we don't care : ending
New York : McGraw-Hill, c2002. actions that self-destruct companies, customer
MBS and Mt Eliza 658.812 MOON [2002] service and jobs / Richard W. Buchanan.
Sydney : McGraw-Hill, c2002.
Total access : giving customers what they want Mt Eliza 658.812 BUCH [2002]
in an anytime, anywhere world / Regis McKenna.
Boston, Mass. : Harvard Business School Press, Why CRM doesn't work : how to win by letting
2002. customers manage the relationship / Frederick
MBS 658.812 MCKE Newell.
London : Kogan Page, 2003.
Total relationship marketing : marketing Mt Eliza 658.812 NEWE [2003]
strategy moving from the 4Ps-- product, price,
promotion, place-- of traditional marketing Winning at service : lessons from service
management to the 30Rs-- the thirty leaders / Waldemar Schmidt, Gordon Adler, Els
relationships-- of a new marketing paradigm / van Weering.
Evert Gummesson. Chichester : Wiley, c2003.
2nd ed. MBS 658.812 SCHM
Oxford ; Boston, MA : Butterworth-Heinemann,
2002. Winning the service game / Benjamin Schneider,
MBS 658.812 GUMM David E. Bowen.
Boston, Mass. : Harvard Business School Press,
The ultimate question : driving good profits c1995.
and true growth / Fred Reichheld. MBS and Mt Eliza 658.812 SCHN
Boston, Mass. : Harvard Business School Press,
2006. Working in partnership : best practice in
MBS 658.1554 REIC [2006] customer-supplier relations / [edited by] Bernard
Burnes and Barrie Dale.
Up close and personal? : customer relationship Aldershot : Gower, 1998.
marketing @ work / Paul R. Gamble, Merlin MBS 658.8 WORK
Stone and Neil Woodcock.
London : Kogan Page, 1999. Zero Time : providing instant customer value--
MBS and Mt Eliza 658.8 GAMB [1999] every time, all the time / Raymond Yeh, Keri
Pearlson, George Kozmetsky.
New York : Wiley, c2000.
MBS 658.812 YEH
__________________________________________________________________________________________________
Relationship marketing / September 2007 9