Thesis (M. Com.)--University of Canterbury, 2007. / Typescript (photocopy). Includes bibliographical references (leaves 208-219). Also available via the World Wide Web.

Thesis (M.S.)--Rochester Institute of Technology, 2007. / Typescript. Includes bibliographical references (leaves 59-69).

Thesis (Ph. D.)--Georgia State University, 2007. / Title from file title page. James Boles, committee chair; Wesley Johnston, Greg W. Marshall, Edward Rigdon, Danny Bellenger, committee members. Electronic text (222 p.) : digital, PDF file. Description based on contents viewed Oct. 29, 2007. Includes bibliographical references (p. 217-221).

abstract: Understanding the customer experience, which requires a thorough knowledge of all touchpoints that can result from the way that a product is marketed, sold, and used has recently been identified as a research priority by the Marketing Science Institute. Although recent research has examined some aspects of the customer experience, research has yet to examine the way in which the full spectrum of touchpoint experiences may drive particular marketing performance metrics. Significant challenges to this line of research are the complex network of relationships that competing firms have forged with channel partners, the relationships that focal customers have with other customers in social networks and user communities, and the relationships that customers have with the brand and with channel partners. To address these challenges, this paper examined the customer experience and its effects on loyalty and commitment through three research projects conducted in the consumer aviation market. The first and second studies examined these touchpoint experiences using archival data supplied by an avionics manufacturer. Results from these studies showed the importance of the customer experience in accounting for customer loyalty. The final study examined the role of identity in shaping the customer experience among aircraft owners through a series of depth interviews. Results from these interviews illustrated the importance of identity in shaping the customer experience, and provided insights into how individuals attempt to use their consumption experiences to reinforce a sense of identity / Dissertation/Thesis / Ph.D. Business Administration 2011

This research project explores a number of issues related to the topic of Total Customer Engagement Value, specifically looking to ascertain whether encouraging engagement amongst consumers can be costly to a firm, whether Word of Mouth activity distributed through high engagement channels may be relatively ineffective, whether the acquirement and utilisation of information from these channels can damage an organisation and whether the rewarding of customers for engagement behaviours can lead to resentment on behalf of their lower engaged counterparts. A quantitative study was undertaken wherein the following was measured amongst consumers of Internet Service Providers: Total Customer Engagement Value, Personal Values, the level of technological-savviness of individuals who seek out information from respondents, the stated likelihood of switching to an alternative service provider, measurements related to service expectations, and perceptions related to the preferential treatment of other customers. The study did find that there are a number of potential issues regarding the asserted benefits of customer engagement. It was illustrated that in some instances lesserengaged customers may be more desirable to a firm. Word of Mouth may remain isolated to a group of similar individuals, and thus limit the supposed effectiveness of the spread of information via social media. Focussing on Highly-Engaged individuals as a source of information was also shown to be potentially dangerous, as they differed in four of their personal values. / Dissertation (MBA)--University of Pretoria, 2013. / zkgibs2014 / Gordon Institute of Business Science (GIBS) / MBA / Unrestricted

M.Com. (Marketing Management) / Despite the extensive research undertaken in the subject area of services marketing, not much research has been conducted in the internal marketing area, specifically in the South African context. This study attempted to address this subject and focused on seven internal marketing mix elements (internal product, internal price, internal promotion, internal distribution, internal people, internal process and internal physical evidence) and their influence on the satisfaction of graduate development employees within retail banks in South Africa. Further to this, the link between employee satisfaction and affective commitment was explored due to its impact on employee productivity. The growth of the service sector worldwide has led to services being considered as one of the most important sectors in the world. The contribution of the South African service sector to GDP was 68.1% in 2012, where the financial services sector in South Africa has already overtaken the manufacturing sector as the largest contributor to GDP. The financial service sector contributed 22% in 2008. Given the homogeneity within the retail banking industry, there is very little differentiating the banks, and imitation of any innovation is inevitable. For this reason a market-driven strategy that enables retail banks to deliver superior quality is essential as service quality is the only real differentiator and key to building a competitive advantage. Given its employees who create the service experience, the employee as the internal customer becomes the organisation’s most valuable asset. For this reason, retail banks in South Africa have been placing an increased focus on recruiting at the graduate level leading to the establishment of Graduate Development Programmes (GDPs). These banking GDPs are specifically designed to help graduates succeed in complex environments and to build the talent pipeline by providing an in-depth training programme. However one of the biggest challenges faced by banks is the satisfaction and retention of their GDP employees. Banks generally experience high attrition rates amongst this group of employees mainly due to job dissatisfaction which impacts service quality provided to external customers, and which increases the organisation’s costs. An internal marketing programme aimed at employees could enhance employee satisfaction which in turn could enhance employee levels of affective commitment resulting in higher retention rates. Satisfied employees will go the extra mile to serve external customers and in this manner service quality can be improved. In order to investigate the influence of the internal marketing mix on employee satisfaction and test the relationship between employee satisfaction and affective commitment, an empirical investigation was conducted. The primary research objective of the study was to investigate the influence of the internal marketing mix on employee satisfaction from GDP employees’ perspective in order to enhance their satisfaction at retail banks with graduate development programmes in South Africa. In addition to this, the relationship between satisfaction and affective commitment was explored. A census approach was applied to the study using a person administered and an electronic survey method. All retail banks with graduate development programmes were invited to participate in the study of which three agreed to participate. Of the 360 graduates, 64 employees agreed to participate in the study. Regression analysis was used to test the relationships proposed in the study. The internal promotion and internal physical evidence scales were discarded due to poor construct validity, internal distribution emerged as a two-factor solution and was split into collaborative culture and organisational structure, and the internal price element was not regarded as statistically significant. From the study, the internal marketing mix elements that influenced employee satisfaction to come to fore included internal product, collaborative culture, organisational structure, internal people and internal process. The outcome of the regression analysis showed that employee satisfaction is influenced by internal product, collaborative culture, organisational structure, internal people and internal process. In addition to this, it was concluded that employee satisfaction influences affective commitment. Based on these outcomes, recommendations were made to retail banks for the implementation of a formal internal marketing mix through for example the implementation of the internal people element. Retail banks would be able to ensure that supervisors are easily accessible and providing constant ongoing feedback, a benefit which was identified as the most important contributor to GDP job satisfaction.

D.Phil. (Sports Management) / Despite the large amounts of money spent on sponsorships and per implication sport sponsorship, little research is available concerning sponsorship practices in South Africa. There is thus a need for a research study or project to establish how corporate sponsors and sport organisations manage relationship marketing within sponsorships. Literature shows that there is a need to understand the various relationships in sport sponsorships, in order to be able to establish and maintain long-term successful sponsorship agreements. Most international as well as local research on the subject, focused on the establishing of the sponsorship objectives (Abratt & Grobler, 1989; Mattheus, 1996; Polonsky, Sandler, Casey, Murphy, Portelli & Van Velzen, 1996 and Spence, Abratt & Mattheus, 1997). Although this gap is prevalent in the broader field of sponsorships, the focus of this study is on the maintaining and enhancing of the sponsorship relationship between a corporate sponsoring organisation (the sponsor) and sport federations (the sponsoree). The primary objective of this study is to develop a framework from a marketing perspective that could guide the establishment and enhancment of relationships in sport sponsorships in South Africa between a sponsor and a sponsoree. The following sub objectives were formulated to help achieve the primary objective of the study: - Identify, describe, analyze and contextualize the relationships within sport sponsorships. - Investigate, describe and argue the theoretical framework of marketing and the positioning of relationships therein. - Compare the theoretical framework of relationships in sport sponsorship with the current practices within the South African context. For the purpose of this study, the respondents have been divided into two categories. The first category is corporate organisations in South Africa involved with sport sponsorships (that is corporate organisations sponsoring sport). The second category is the sport organisations in South Africa (sport codes) that receive sponsorship money. The first phase of the study involved an intensive study of the available literature on the subject, involving local as well as international resources. This provided the academic as well as the theoretical basis for this study. The second phase of the study focused on the empirical research of the study. During the empirical research phase, a questionnaire was developed in order to determine the primary and secondary objectives of the study. The growth in sponsorships illustrates its popularity as a marketing communication element to be applied by organisations. All indicators are that sport sponsorships will continue to play a major role in the marketing communication of organisations. It is therefore important that marketers understand the role of sport sponsorships within marketing. Corporate organisations view the sponsorship relationships as an activity that will benefit both the corporate organisations, as well as the sport federations. This implies that such a relationship already exists. Sport federations on the other hand rank the development of such a relationship as a priority, implying that they are of the opinion that such a relationship does not exist at this point. The two target groups ranked the reasons (or intentions) to become involved in sponsorships somewhat differently. For the respondents of the corporate organisations, the development of the corporate image is the most important goal. The respondents from the sport federations are of the opinion that the most important goal for corporate organisations to get involved with sponsorships lies in the fact that sponsorships have the ability to generate some free publicity for the organisation. The respondents of the two target groups viewed the different factors that might have an influence on the sponsorship decision-making differently. Respondents from corporate organisations viewed the ability to get their organisation involved in the community as the element that had the greatest influence on their decision-making process while the respondents from the sport federations on the other hand saw the coverage that a sporting event would get, as the element that would have the biggest impact on the decision making process. Trust was viewed by both the corporate organisation as well as the sport federations as an important element in the forming and establishment of relationship marketing within sport sponsorships. In the establishment of relationships within sport sponsorships, the conclusion can be drawn that the concept of loyalty has a very strong influence, since the respondents from both target groups viewed it as such. The same conclusion can be drawn concerning the development of bonds in sport sponsorship relationships. After comparing the views of the two target groups concerning the role of empathy in sport sponsorship relationship, it was found that each group had a different view of its importance. The respondents from the corporate organsiations saw it as very important while the respondents

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Date: 1st of June 2022 Level: Master’s thesis in Business Administration, 15 cr  Institution: School of Business, Society and Engineering, Mälardalens University  Authors: Filip Nilsson & Andrej Matic (92/08/25) (95/08/10) Title: Managing reputational damage with relationship marketing - A qualitative study on how relationship marketing can help organizations with reputational repair   Supervisor: Stylianos Papaioannou Keywords: Reputational damage, reputational management, reputational repair, reputational adversity, relationship marketing.  Research question: How can relationship marketing repair a company's reputation after a reputational damage incident? Purpose: The purpose of this study is to analyze and gain knowledge on the effects that reputational damage has on a company and the different internal organizational changes that occur. Followed by the different learning outcomes to restore their corporate reputation after experiencing reputational damage. Furthermore, this study aims to assess and contribute to the existing academic knowledge on reputational management.  Method: A qualitative research method was chosen for this paper where the empirical gathering had its starting point in interviews with three companies that have experienced reputational damage. An analysis model was created to bring light on different key factors and this was then used to analyze the gathered empirical information with the chosen theories. Conclusion: The result of the study shows clear correlations between the research question, the gathered data and the chosen theories. After analyzing the different theoretical concepts and conducting three interviews with three different companies the authors could see clear connections and draw the conclusion that all three companies showed great benefits from the use of relationship marketing in their general strategies. This helped them build strong and solid relationships that showed to be tested when the actual reputational damage occurred.

Yes / The much debated relationship marketing paradigm suggests that the marketing strategy should try to develop long-term and mutually rewarding customer relationships, rather than simply focusing upon the promotion and selling of products and services and electronic CRM software, is often promoted as the ideal mechanism for implementing relationship marketing, on a company-wide basis. However, it has not been empirically demonstrated that the application of e-CRM software produces these benefits. This study develops a conceptual framework, which models the links between relationship marketing and e-CRM, and uses it to explore the outcomes of the adoption e-CRM applications by a sample of small to medium-sized enterprises (SMEs), operating in the mail order sector. The key findings, presented in this paper, are twofold: the driver for e-CRM adoption has primarily been the need to integrate the front and back offices; when operating in an increasingly complex multi-channel environment, and consequently, e-CRM hasn¿t delivered the anticipated benefits of relationship marketing such as customer retention or ¿share of pocket¿.