Universidad de Zaragoza

  v. 0.1
Gestión de relaciones y valor del cliente
CÓDIGO:61756
Máster Universitario en Dirección, Estrategia y Marketing
Facultad de Economía y Empresa, Zaragoza

Curso: 
Carácter: Optativa
Bibliografía validada el: 06/06/2022

LISTADO DE LA BIBLIOGRAFIA: [BB-Bibliografía Básica / BC-Bibliografía Complementaria]

No en los fondos de la BUZ BB Ascarza, Eva ... [et al.] (2018). In Pursuit of Enhanced Customer Retention Management: Review, Key Issues, and Future Directions. Customer Needs and Solutions, 5 (1-2), 65-81.
 @libro - Disponible en formato electrónico
No en los fondos de la BUZ BB Ascarza, Eva, Peter Ebbes, Oded Netzer and Matthew Danielson (2017). Beyond the Target Customer: Social Effects of Customer Relationship Management Campaigns. “Journal of Marketing Research”, 54(3), 347-363
 @libro - Disponible en formato electrónico
No en los fondos de la BUZ BB Clark, Melissa, Black, Hulda G., Judson, Kimberly (2017). Brand community integration and satisfaction with social media sites: a comparative study. “Journal of Research in Interactive Marketing”, 1(11), 39-55
Enlace al libro en Alcorze BB Kumar, V. (2018). A Theory of Customer Valuation: Concepts, Metrics, Strategy, and Implementation. Journal of Marketing, 82 (January), 1-19
No en los fondos de la BUZ BB Kumar, V. & Pansari, A. (2016). Competitive advantage through engagement. Journal of Marketing Research, 53(4), 497-514.

LISTADO DE RECURSOS ELECTRÓNICOS:

Acceso web [BB] Berger, J. (2014). Word of mouth and interpersonal communication: a review and directions for future research. “Journal of Consumer Psychology”, 24(4), 586-607
Acceso web [BB] Bolton, R. N., Lemon, K. N.& Verhoef, P. C. (2004). The theoretical underpinnings of customer asset management: a framework and propositions for future research. “Journal of the Academy of Marketing Science”, 32(3), 271-292
Acceso web [BB] Cambra, J., Melero, I., & Sese, F. J. (2012). Aproximación al concepto de engagement: un estudio exploratorio en el sector de la telefonía móvil. Universia Business Review, (33), 84-103 [Customer engagement: an exploratory study in the mobile comunications industry]
Acceso web [BB] Garbarino, E. & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. “Journal of Marketing”, 63(2), 70-87
Acceso web [BB] Gupta, S. & Lehmann, D. R. (2003). Customers as assets. “Journal of Interactive Marketing”, 17(1), 9-24
Acceso web [BB] Hogan, J. E., Lemon, K. N., Rust, R. T. (2002). Customer equity management: charting new directions for the future of marketing. “Journal of Service Research”, 5(1), 4-12
Acceso web [BB] Hoyer, W. D., Chandy, R., Dorotic, M., Krafft, M. & Singh, S. S. (2010). Consumer cocreation in new product development. “Journal of Service Research”, 13(3), 283-296
Acceso web [BB] Kumar, V. & Shah, D. (2009). Expanding the role of marketing: from customer equity to market capitalization. “Journal of Marketing”, 73(), 119-136
Acceso web [BB] Neslin, S. A., Grewal, D., Leghorn, R., Shankar, V., Teerling, M. L., Thomas, J.S . and Verhoef, P.C. (2006). Challenges and opportunities in multichannel customer management. “Journal of Service Research”, 9(2), 95-112
Acceso web [BB] Palmatier, R. W., Dant, R. P., Grewal, D. & Evans, K. R. (2006). Factors influencing the effectiveness of relationship marketing: a meta-analysis. “Journal of Marketing”, 70(4), 136-153
Acceso web [BB] Palmatier, R. W., Houston, M. B., Dant, R. P. & Grewal, D. (2013). Relationship velocity: toward a theory of relationship dynamics. “Journal of Marketing”, 77(1), 13-30
Acceso web [BB] Reinartz, W. J. & Kumar, V. (2000). On the profitability of long-life customers in a noncontractual setting: an empirical investigation and implications for marketing. “Journal of Marketing”, 64(4), 17-35
Acceso web [BB] Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004). Return on marketing: using customer equity to focus marketing strategy. “Journal of Marketing”, 68(1), 109-127
Acceso web [BB] Shah, D., Rust, R. T., Parasuraman, A., Staelin, R. & Day, G. S. (2006). The path to customer centricity. “Journal of Service Research”, 9(2), 113-124
Acceso web [BB] Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., Verhoef, P. C. (2010). Customer engagement behavior: theoretical foundations and research directions. “Journal of Service Research”, 13(3), 253-266
Acceso web [BB] Venkatesan, R., Kumar, V. (2004). A customer lifetime value framework for customer selection and resource allocation strategy. “Journal of Marketing”, 68(4), 106-125
Acceso web [BB]Fullerton, Gordon (2014). The moderating effect of normative commitment on the service quality-customer retention relationship. “European Journal of Marketing”.48(3/4),657-673
Acceso web [BB]Wang, W. T., Wang, Y. S. & Liu, E. R. (2016). The stickiness intention of group-buying websites: The integration of the commitment–trust theory and e-commerce success model. “Information & Management”, 53(5),625-642
Acceso web [BB]Wei-Tsong Wang, Yi-Shun Wang, En-Ru Liu (2016). The stickiness intention of group-buying websites: The integration of the commitment–trust theory and e-commerce success model. “Information & Management”, 53(5),625-642
Acceso web [BB]Zhang, Jonathan Z, Watson IV, George F., Palmatier, Robert W. and Dant, Rajiv P. Dynamic Relationship Marketing. “Journal of marketing”, 5(80),53-75
Acceso web Kumar, V. (2018). "A Theory of Customer Valuation: Concepts, Metrics, Strategy, and Implementation". Journal of Marketing 82 (January), 1-19

RELACION DE PROFESORES:
Bordonaba Juste, María Victoria Coordinador
Catalán Gil, Sara
Pérez López, Raúl
Sesé Oliván, Francisco Javier Coordinador

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