Access the full text.
Sign up today, get DeepDyve free for 14 days.
S. Gensler, F. Völckner, Y. Liu-Thompkins, C. Wiertz (2013)
Managing Brands in the Social Media EnvironmentJournal of Interactive Marketing, 27
Adam Richardson (2015)
Using Customer Journey Maps to Improve Customer Experience
Shiri Vivek, S. Beatty, R. Morgan (2012)
Customer Engagement: Exploring Customer Relationships Beyond PurchaseJournal of Marketing Theory and Practice, 20
Bernd Schmitt (2003)
Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers
B. Nguyen, L. Simkin (2013)
The dark side of CRM: advantaged and disadvantaged customersJournal of Consumer Marketing, 30
S. Neslin, G. Taylor, K. Grantham, K. McNeil (2013)
Overcoming the “recency trap” in customer relationship managementJournal of the Academy of Marketing Science, 41
Heesup Han (2013)
Effects of in-flight ambience and space/function on air travelers' decision to select a low-cost airline.Tourism Management, 37
M. Christopher, A. Payne, D. Ballantyne, L. Pelton (1993)
Relationship Marketing: Bringing Quality, Customer Service and Marketing Together
L. Berry (2002)
Relationship Marketing of Services Perspectives from 1983 and 2000Journal of Relationship Marketing, 1
Nicole Koenig‐Lewis, A. Palmer (2014)
The effects of anticipatory emotions on service satisfaction and behavioral intentionJournal of Services Marketing, 28
C. Grönroos (2012)
From Marketing Mix to Relationship MarketingManagement Decision, 32
A. Palmer (2010)
Customer experience management: a critical review of an emerging ideaJournal of Services Marketing, 24
Lena Steinhoff, Robert Palmatier (2016)
Understanding loyalty program effectiveness: managing target and bystander effectsJournal of the Academy of Marketing Science, 44
Yany Grégoire, A. Salle, T. Tripp (2015)
Managing social media crises with your customers: The good, the bad, and the uglyBusiness Horizons, 58
Christopher Blocker, D. Flint, Philip Boutin (2010)
Customer Value Anticipation, Customer Satisfaction and Loyalty: An Empirical ExaminationPROD: Empirical (Service) (Topic)
R. Klophaus, R. Conrady, Frank Fichert (2012)
Low cost carriers going hybrid: Evidence from EuropeJournal of Air Transport Management, 23
R. Akamavi, E. Mohamed, Katharina Pellmann, Yue Xu (2015)
Key determinants of passenger loyalty in the low-cost airline businessTourism Management, 46
Journal of Service Research, 14
Kristina Heinonen, T. Strandvik, Karl-Jacob Mickelsson, B. Edvardsson, Erik Sundström, P. Andersson (2010)
A customer‐dominant logic of serviceJournal of Service Management, 21
S. Vargo, R. Lusch (2004)
Evolving to a New Dominant Logic for MarketingJournal of Marketing, 68
A. Payne, Pennie Frow (2005)
A Strategic Framework for Customer Relationship ManagementJournal of Marketing, 69
F. Dwyer, P. Schurr, Sejo Oh (1987)
Developing Buyer-Seller Relationships:Journal of Marketing, 51
Andreas Eggert, Wolfgang Ulaga, Franziska Schultz (2006)
Value creation in the relationship life cycle: A quasi-longitudinal analysis
David Baker (2013)
Service Quality and Customer Satisfaction in the Airline Industry: A Comparison between Legacy Airlines and Low-Cost Airlines, 2
C. Tynan (1997)
A review of the marriage analogy in relationship marketingJournal of Marketing Management, 13
C. Meyer, Andrea Schwager (2007)
Understanding customer experience.Harvard business review, 85 2
C. Grönroos (1994)
Keynote paper From marketing mix to relationship marketing ‐ towards a paradigm shift in marketingManagement Decision, 35
R. Brodie, L. Hollebeek, Biljana Juric, A. Ilić (2011)
Customer EngagementJournal of Service Research, 14
PurposeThis article reflects on the paper "Service failure and loyalty: an exploratory empirical study of airline customers” published 18 years ago. It positions it in the evolving literature on relationship marketing and suggests directions for further research and developments in the area Design/methodology/approachA review of key contributions of the paper to the study of relationship marketing and the effects of service failures on relationships identifies emerging strands of research. FindingsThe concept of a “relationship lifecycle” is now widely used in marketing for identifying customer segments. Different points in the lifecycle are associated with differing sets of relationship expectations and levels of tolerance to service failure. Customer relationship management has tended to morph into customer experience management where principles of relationship lifecycles have been applied to mapping customer “journeys” through a service process.Practical implicationsThe original study informed practices of managing relationship expectations and handling failed expectations, depending on a customer’s length of relationship with a company. Although relationship marketing was originally conceived as an integrator of marketing cues, its emphasis on cognitive evaluations may have been too limiting and customer experience management has since introduced additional affective dimensions. Originality/valueThe original article had been widely cited, and generated discussion and important further research. It has value as part of the emerging landscape of services marketing research. This retrospective analysis locates this historical development with reference to currently popular issues of customer experience management.
Journal of Services Marketing – Emerald Publishing
Published: Aug 8, 2016
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.