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Christopher, Martin.

Relationship marketing : bringing quality, customer service, and marketing together / Martin Christopher, Adrian Payne, and David Ballantyne. - Oxford ; Boston : Butterworth-Heinemann, 1991. - viii, 204 p. : ill. ; 24 cm. ; pbk. - The Marketing series . - Marketing series (London, England) .

"Published in association with the Chartered Institute of Marketing."

Includes bibliographical references and index.

Relationship marketing -- Developing a relationship strategy -- Quality as a competitive strategy -- Monitoring service quality performance -- The transition to quality leadership -- Managing relationship marketing -- Case 1. Just another Cambridge hi-tech company? -- Case 2. The shift to 'customer orientation' in retail banking -- Case 3. Involving senior managers in the quality improvement process at Johnson Matthey -- Case 4. Achieving real culture change at Ilford -- Case 5. From 'crisis' to quality leadership at Rank Xerox.

ISBN: 0750602589 9780750602587 9780750602587 : No price

LCCN: 92164121

Subjects--Topical Terms:
Relationship marketing.
Customer services.
Quality control.
Sales & marketing

Subjects--Index Terms: Sales and marketing

Dewey Class. No.: 658.812