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Relationship Marketing from a Value System Perspective

1994; Emerald Publishing Limited; Volume: 5; Issue: 5 Linguagem: Inglês

10.1108/09564239410074394

1758-6704

Uta Jüttner, Hans Peter Wehrli,

Service and Product Innovation

Recent discussion about relationship marketing as a new marketing concept is strongly connected with a novel perspective on exchange processes as the core of marketing. Suggestions for changes in terminology – from transactions to relationships – and the enriched understanding provide the basis for developing marketing strategies. Analyses the understanding of transactions and relationships in the context of the conceptual exchange framework developed by Bagozzi in 1975. The reflection helps to locate the distinctive foci of actual relationship marketing proponents. Further illustrates the, until now, neglected research direction of marketing relationships in complex systems or networks. As a first step to closing this gap, and to develop further the scope of relationship marketing, outlines the role of marketing in the creation and design of “value systems”.