The University of Mississippi
BUS 668 (Doctoral Seminar in Customer Relationship Management)
E-mail addresses For all the Students in the Seminar
Class time: Tuesdays @ 11:30-2:00
Location: Holman 131
discussant Questions for each week Will be Provided by the following people 24 hours prior to class:
Week 1: Dr. Noble (I'll lead the discussion this week)
Week2: Kyle and Vennela
Week3: Ram and Clive
Week4: Mitch and Ceri
Week5: Don and Mitch
Week6: Kyle and Clive
Week7: Don and Ram
Week8: Ceri and Vennela
Week9: Clive and Ram
Week10: Stephanie
Week11: Mitch and Kyle
Week12: Ceri and Don
Week13: Mitch and Ceri
WEEKLY READINGS:
(Week of Jan 27th) Week 1: Overview of Relationship Marketing
(Week of Feb. 3rd) Week 2: Building Relationships and the Stages
Dwyer, Schurr, and Oh 1987 “Developing Buyer-Seller Relationships,” Journal
of Marketing, 51 (April), 11-27.
Fournier, Susan (1998), “Consumer and Their Brands: Developing Brand
Relationships Theory in Consumer Research, JCR, 24 (March), 343-373.
Narayandas, Dad and Kasturi Rangan (2004), “Building and Sustaining Buyer-
Seller Relationships in Mature Industrial Markets,” JM, July, 68(3), 63-77.
Haenlein, Michael, Andreas M. Kaplan, and Detlef Schoder (2006), "Valuing the real option of abandoning upprofitable customer when calculating CLV," Journal of Marketing, Vol. 70, 5-20.
Hennig-Thurau, Thorsten, Markus Groth, Michael Paul and Dwayne D. Gremler (2006), "Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships," Journal of Marketing, 70 (3), 58-73.
(Week of Feb 10th) Week 3: Selection/Segmentation Issues
Ziethaml, Rust, and Lemon (2001), The Customer Pyramid: Creating and Serving
Profitable Customers,” California Management Review, 43(4), 118-42.
Ryals (2005) Making Customer Relationship Management Work: the
Measurement and Profitable Management of Customer Relationships, “JM, 69(October), 252-61.
Venkatesan and Kumar (2004 “A customer life-time value framework for
customer selection and resource allocation strategy, JM, 68(October) 106-125.
Dorsch, Michael J., Scott R. Swanson, and Scott W. Kelley (1998), “The Role of
Relationship Quality in The Stratification of Vendors as Perceived by Customers, JAMS, 26(2), 128-142.
Cao, Yong, and Thomas S. Gruca (2005), “Reducing Adverse Selection Through
Customer Relationship Management,” Journal of Marketing, 69(October), 219-229.
(Week of Feb 17th) Week 4: Tiers/Status of Relationships
Lacey, Suh, and Morgan(2007), Differential Effects of Preferential Treatment
Levels on Relational Outcomes, JSR, 9(3), 241-56.
Dreze, Xavier, and Joseph C. Nunes (2008), “Feeling Superior: The Impact of
Loyalty Program Structure on Consumers’ Perceptions of Status,” Journal of Consumer Research.
Homburg, Droll, Totzek (2008), “Customer Prioritization: Does it Pay off, and
How should it be implemented?," Journal of Marketing, 72(September), 110-130.
Wagner, Tillman and Hennig-Thurau (2008), “Does Customer Demotion Jeopardize Loyalty,”
Journal of Marketing, Forthcoming.
(Week of Feb 24th) Week 5: Profitability Issues
Reinartz, W., Kumar (2003), "The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration," Journal of Marketing,
67 (January) 77-99.
Rust, Roland T., Katherine N. Lemon, and Valerie A. Zeithaml, (2004), “Return
on Marketing: Using Customer Equity to Focus Marketing Strategy,” Journal of Marketing, 68 (1), 109-127.
Johnson, Michael D., and Fred Selnes (2004), “Customer Portfolio Management:
Toward a Dynamic Theory of Exchange Relationships,” Journal of Marketing, 68 (2), 1-17.
Verhoef, Peter C. (2003), “Understanding the Effect of Customer Relationship
Management Efforts on Customer Retention and Customer Share Development,” Journal of Marketing, 67 (October), 30-45.
(Week of March 3rd) Week 6: Issues in Relationships: Satisfaction
Jones, Thomas O. and W. Earl Sasser, Jr. (1995), “Why satisfied customers defect,” Harvard Business Review (November/December), 88-99.
Spreng, Richard A., Scott B. MacKenzie and Richard W. Olshavsky (1996), “A Reexamination of the Determinants of Consumer Satisfaction, JM, 60 (July), 15-32.
Luo, Xueming and Christian Homburg (2007), “Neglected Outcomes of Customer Satisfacation," Journal of Marketing, Jul2008, Vol. 72 Issue 4, p29-43.
Seiders, Kathleen, Glenn Voss, Dhruv Grewal and Andrea Godfrey (2005), “Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context,” Journal of Marketing, October, 69(4), 26-43.
Gustafsson, Anders, Michael D. Johnson, and Inger Roos (2005), “The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention, Journal of Marketing, 69(4), 210-229.
(Week of March 10th) Week 7: Issues in Relationships: Trust/Commitment
Meyer, John P. and Natalie J. Allen (1991), “A Three-Component
Conceptualization of Organizational Commitment,” Human Resource Management Review, 1 (1), 61-89.
Garbarino, Ellen and Mark S. Johnson (1999), “The Different Roles of
Satisfaction, Trust, and Commitment in Customer Relationships,” Journal of Marketing, 63(April), 70-87.
Moorman, Christine, Rohit Deshpande, and Gerald Zaltman (1993), "Factors
Affecting Trust in Market Research Relationships," Journal of Marketing, 57 (1), 81-101.
Morgan, R. M., & Hunt, S. D. (1994), “The Commitment-Trust Theory of
Relationship Marketing. Journal of Marketing, 58(3), 20-38.
Doney and Cannon (1997); An Examination of the Nature of Trust in Buyer-
Seller Relationships,” JM, 61 (April), 35-51.
(Week of March 17th)-Spring Break-no class
(Week of March 24th) Week 8: Issues in Relationships: Loyalty
Oliver, R.L. (1999), “Whence Consumer Loyalty,” Journal of Marketing, 63(4,’
Special Issue), 33-44.
Reinartz, W. and Kumar, V. (2002), “The Mismanagement of Customer Loyalty,”
Harvard Business Review, 80(7), 86-94.
Johnson, M.D., Herrmann, A,,Huber, F. (2006), “The Evolution of Loyalty
Intentions,” Journal of Marketing, 70(2), 122-132.
Sirdeshmukh, D., Singh, J.,Sabol, B. (2002), “Consumer Trust, Value, and
Loyalty in Relational Exchanges,” Journal of Marketing, 66(1), 15-37.
Palmatier, Robert W., Lisa K. Scheer, and J.B. Steenkamp (2007), “Customer
Loyalty to Whom? Managing the benefits and Risks of Salesperson –Owned Loyalty,” JMR, 44(May), 185-99.
(Week of March 31st) Week 9: Loyalty Programs
Gangseog, Ryu, and Feick (2008), “A Penny for your thoughts: Referral Reward Program
and Referral Likelihood,” Journal of Marketing.
Kivetz, Ran and Itamar Simonson (2003), “The Idiosyncratic Fit Heuristic: Effort
Advantage as a Determinant of Consumer Response to Loyalty Programs,” JMR, 40(4), 454-467.
Kivetz, Ran, Oleg Urminsky, and Yuhuang Zheng (2006), “The Goal-Gradient
Hypothesis Resurrected: Purchase Acceleration, Illusionary Goal Progress, and Customer Retention.,” Journal of Marketing Research, 43 (1), 39-58.
Dholakia, Utpal M. (2006), “How Customer Self-Determination Influences
Relational Marketing Outcomes: Evidence from Longitudinal Field Studies,” Journal of Marketing Research, 43 (1), 109-120.
Noble, Stephanie and Joanna Phillips (1st JR submission of the 2004 manuscript)
-for this manuscript I want you to prepare “notes to authors” as if you were a reviewer on this piece. I will give you the real comments from the reviewers during the next class session so you can see what they had to say. Please bring copies for everybody (including me) so that everyone can see how you would improve the piece. Suggestions on how to critique an article are outlined at the end of the syllabus. Your critique should be approximately two pages and should be broken down into major and minor concerns. We won’t discuss this article this week, but rather next week. For this week you will just turn in your critiques to me and give copies of your critique to everyone else in the class. We will discuss the critiques and the article next week once we read the final paper.
1st round of comments to reviewers
2nd round of comments to reviewers
(Week of April 7th) Week 10: Dark Side of Relationships
Fournier, Susan, Susan Dobscha, and David Glen Mick (2000), “Preventing the
Premature Death of Relationship Marketing,” Harvard Business Review, January-February, 42-51.
Noble, Stephanie M. and Joanna and Phillips(2004), “Relationship Hindrance:
Why Would Consumers Not Want a Relationship With a Retailer,” Journal of Retailing, 80 (winter), 289-303.
-also read over the “notes to authors” and our “responses to reviewers”
Bendapudi, Neeli and Robert P. Leone (2003), “Psychological Implications of
Customer Participation in Co-production,” Journal of Marketing, 67(January), 14-28.
Grayson, Keny and Tim Ambler (1999), “The Dark Side of Long-Term
Relationships in Marketing Services,” JMR, 36 (1), 132-141.
(Week of April 14th) Week 11: Sales Management Relationships
Boroom, Michael L., Jerry R. Goolsby, and Rosemary P. Ramsey, (1998)
“Relational Communication Traits and Their Effect on Adaptiveness and Sales Performance,”
Journal of the Academy of Marketing Science, 26 (1), 16- 30.
Brock Smith, J. and Donald W. Barclay (1997), “The Effects of Organizational
Differences and Trust on the Effectiveness of Selling Partner Relationships,” Journal of
Marketing, 61 (1), 3-21.
Crosby, Lawrence A., Kenneth R. Evans, and Deborah Cowles (1990),
“Relationship Quality in Services Selling: An Interpersonal Influence Perspective,” Journal of Marketing, 54 (July), 68-81.
Speier, Cheri and Viswanath Venkatesh (2002), “The Hidden Minefields in the
Adoption of Sales Force Automation Technologies,” Journal of Marketing, 66 (3), 98-111.
Kalwani, Manohar U.; Narayandas, Narakesari (1995), “Long-term manufacturer-
supplier relationships: Do they pay off for supplier firms?” Journal of Marketing, 59 (1), p1-16.
(Week of April 21st) Week 12: Internal Marketing/Relationship with Employees
Heskett, James, L; Jones Thomas, O.; Loveman, Gary W.; Sasser, W. Earl;
Schlesinger, Leonard A. (1994). Putting the Service-Profit Chain to Work. Harvard Business Review, 72(2), 164-170.
Eisenberger, R., Fasolo, P. & Davis-LaMastro, V. (1990), “Perceived
Organizational Support and Employee Diligence, Commitment, and Innovation,”Journal of Applied Psychology, 75(1), 51-59.
Harter, J., Schmidt, F.L., & Hayes, T.L. (2002), “Business-Unit-Level
Relationship Between Employee Satisfaction, Employee Engagement, and Business Outcomes: A Meta-Analysis,” Journal of Applied Psychology, 87(2), 268-279.
Homburg, C. and Stock, R.M. (2004), “The Link Between Salespeople’s Job
Satisfaction and Customer Satisfaction in a Business-to-Business Context: A Dyadic Analysis,” The Journal of Academy of Marketing Science, 32 (2), 144-158.
Hartline, M. D. and Ferrell, O.C. (1996), “The Management of Customer-Contact
Service Employees: An Empirical Investigation,” Journal of Marketing, 60(4), 52-70.
(Week of April 28th) Week 13: Channel Relationships:
Rindfleisch, Aric and Christine Moorman (2003), “Interfirm Cooperation and Customer Orientation," Journal of Marketing Research, 40 (4), 421-436.
Jap, Sandy D. and Shankar Ganesan (2000), “Control Mechanisms and the
Relationship Life Cycle: Implications for Safeguarding specific investements and developing commitment,” JMR, 37 (May) 227-45.
Lusch and Brown(1996), “Interdependency, Contracting and Relational Behavior
in Marketing Channels,” JM, 60(October), 19-38.
Heide, Jan B. and Kenneth H. Wathne (2006), “Friends, Businesspeople, and
Relationship Roles: A Conceptual Framework and a Research Agenda, JM, 70(July), 90-103.
(Final Exam Week) Week 14: Final Exam
-The final will be an in-class final (open notes). You will have 3 hours to complete the final.