بسم اهلل الرمحن الرحيم. An-Najah National University

Transcription

1 بسم اهلل الرمحن الرحيم An-Najah National University خولة الطنيب مهيوب السايح أمني نعمان 1

2 2

3 3

4 الفهرس An-Najah National University Abstract 4

5 5

6 T SPSS (Cronbach s α) < > = α 6

7 .. 7

8 8

9 An-Najah National University 9

10 11

11 11

12 12

13 13

14 Parvatiyar and Sheth, 2000 Kotler,2000 Mass Marketing Leonard, Gronroos,1996) 1991 Moller, 1992 Sheth & Parvatiyer, 1995 (Morgan, 1994) Burhn,

15 Burhn An-Najah National University Detention Retention 15

16 focus targeting, mass customization Segments 2000 An-Najah National University Value Lovelock, Lovelock,2000 Leonard, 1991 Values 16

17 customer life time value Customer equity brand equity An-Najah National University customer portfolio Egan, 2001 Bruhn, (Cross selling 17

18 Boulding, 1993 An-Najah National University Sheth, 1999 Reichheld, 1995 Zeithmal, 2000 Maintenance 18

19 word of mouth Reichheld,1995 An-Najah National University Cycle of Success Cycle of failure 19

20 Sheth, 1999 (Sheth,1999) ROI (delighted) (Drivers) Cumby & Barnes, 1998) Episode value Critical Buttle, 1997 Storbacka, 1994 episode core product 21

21 Kevin,1998 tailor An-Najah National University (Cathy, 1993) (Kotler,2000) (structural) 21

22 Single transaction Payn, 1995 An-Najah National University Transnational Marketing Relationship Marketing Bruhn,

23 (Bruhn, 2003) An-Najah National University Brown, 1999 Gronroos,

24 24

25 Sheth, 1999 Black listed Quadnj,2002 CRM 25

26 Baker,1999 Pont and Shaw, 2003 An-Najah National University 26

27 An-Najah National University 27

28 SPSS 28

29 30 n (krejcie and Morgan,1970) 500 An-Najah National University 29

30 SPSS T-Test An-Najah National University F-Test 31

31 31

32 32

33 33

34 < > = 34

35 35

36 36

37 7 An-Najah National University 37

38 0.05 An-Najah National University 38

39 0.05( 0.05 An-Najah National University 0.05 (

40 0.05( (

41 41

42 0.05 An-Najah National University (

43

44 0.05 An-Najah National University 0.05 ( 0.05 * Sig. 44

45

46 0.05( An-Najah National University 46

47 SPSS An-Najah National University α 47

48 α α An-Najah National University α α 48

49 An-Najah National University 49

50 1. Baker, M.J.Y.(1999), Editorial; Journal of Marketing Management, (P.P ). 2. Boulding, W., kalra, A. and others, (1993), A Dynamic Process Model of Service Quality. From Expectations to Behavioral Intentions, Journal of Marketing Research, January, (p: 7-27) 3. Brown, S. (1998) Post Modern Marketing II. London, International Thompson Business press.(p: 42-32) 4. Bruhn Manfred, (2003) Relationship Marketing, first edition, Prentice Hall. (p:53-65) 5. Buttle, F.B (1997) Exploring Relationship Quality, Paper Presented at the Academy of Marketing conference, Manchester, UK. (p:30-35) 6. Cathy Goodwin (1993), Private Roles in Public Encounters, Commercial Relationships in Service Exchanges ; Unpublished manuscript, university of Manitoba. (p:74-86) 7. Cumby, J.A. and Barnes, J. (1998) How Customers are Made to Feel: the Role of Effective Reactions in Driving Customer Satisfaction customer relationship management 1(1) (p: 54-63) 51

51 8. Egan, J. (2001) Relationship Marketing; Explority Relational Strategies in Marketing. Harlow. Financial Times, Prentice Hall. 9. Gronroos, C. (1996), Relationship Marketing Strategies and Tactical Implications, Management Decisions, p: (34 (3) 5-14) 10. Kevin P, (1998) Relational Benefits in Services Industries, the Customer Perspective. Journal of Academy of Marketing Science, 26. No.2 Spring: (p:101-14) 11. Kotler, P. (2000) Marketing Management. The Millennium Edition. New Jersey: Prentice Hall. (p: 88-96) 12. Krejcie and Morgan,(1970) Determining sample size for research activities, Educational and Psychological Measurement,30,(P.P ). An-Najah National University 13. Leonard L. Berry and A. parasuraman (1991), Marketing Service; Competing Through Quality. New york. The free press. (p: ) 14. LoveLock Christopher, (2000). Service Marketing, fourth Edition. Prentice Hall. (p: 4\ ) 15. Moller, K. (1992). Research Traditions in Marketing. Theoretical Notes, Helsinki: Swidish school of economics,(p: ) 16. Morgan, R. M and Hunt, S. D (1994), The Commitment-trust Theory of Relationship Marketing, Journal of Marketing, 58(3) (p: 20-38) 17. Palmer, A. J. (1998). Principles of Service Marketing. London, Kogan (p:75-79). 18. Pavatiyar, A. and Sheth, S.N (2000). The Domain and Conceptual Foundations of Relationship Marketing. Thousand Qaks, CA: stage Publications.(p:88-98) 19. Payn, A., Christopher (1995), M and Peck H. Relationship Marketing for Competitive Advantage: Winning and Keeping customers. Oxford: Butterworth Heinemann.(p:99-102) 20. Pont and Shaw,(2003). Measuring Marketing Performance, Deakin University,(P.P ). 21. Quadnj, (2002), CRM and Outsourcing-Savvy Insurance Businesses set to Steel Market Share From Banks, London University, Britain,(P.P 16-19). 22. Reichheld, F.E and Sasser, w. (1990) Zero Defections. Quality Comes to Services, Harvad Business Review, 68 (5): Sheth,J.N. and Sisodia, (1999), Revising Marketing,Journal of the Academy of Marketing Sciences, (P.P 71-87). 51

52 24. Sheth and Parvatiyar (1995), A. Relationship Marketing in Consumer Markets, Antecedents and consequences Journal of academy of Marketing Sciences, 23(4) Storbacka, K. Stranvik, T and Gronroos, C (1994), Managing Customer Relations for Profit, the Dynamics of Relationship Quality. International Journal of Services Industry Management, 5, (p: 21-30) 26. Zeithaml, V.A and Bither, M.J (2000) Service Marketing, Integrating Customer Focus across the Firm. Boston, McGraw Hill.(p:55-69) An-Najah National University 52

53 (X)

54 (X) An-Najah National University 54

55 55

56 56