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An Evaluation of Marketing Strategies a Case Study on Scb

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An Evaluation of Marketing Strategies a Case Study on Scb
CHAPTER ONE

GENERAL INTRODUCTION
1.0 Introduction
This chapter introduces the research problem. It focuses its attention on the background of the problem. This chapter forms the back-borne of the research itself as it states the statement of the problem, the main research objectives and questions as well as the background of the study, which includes a brief history of the organisation. The significance of the study was also discussed as well as the assumptions that will be made when carrying out this work. The researcher encountered a number of drawbacks during the study and they were also discussed at the end of this chapter as limitations
References

Anderson, W. and Mittal, V. (2000), "Strengthening the satisfaction-profit chain", Journal of Service Research, Vol. 3, No. 2, pp. 107-120.
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Bloemer, J, Ruyter, K.D. and Peeters, P. (1998), Investing drivers of bank loyalty, International Journal of Bank Marketing, Vol. 16 No. 7

Borg, W. & Gall, M. (1989), Educational Research, 3rd Edition, Longman, New York.

Brink, H. (1996), Fundamental of Research Methodology for Health Care Professionals, Juta, Kenwyn.

Buchanan, & Gilles, (1990), Value Managed Relationship: The Key to Customer Retention and Profitability, European Management Journal, Vol 8, No.4.

Buttle, F. (1996), SERVQUAL: review, critique, research agenda. European Journal of Marketing, Vol. 30, No. 1.

Carroll, P. (1991), "The fallacy of customer retention", Journal of Retail Banking, Vol. 13, No. 4,

Carrol, P. & Reichheld, F. (1992), The Fallacy of Customer Retention, Journal of Retail Banking, Vol 13, No.4.



References: Anderson, W. and Mittal, V. (2000), "Strengthening the satisfaction-profit chain", Journal of Service Research, Vol. 3, No. 2, pp. 107-120. . Beamish, K. (2002) Marketing Operations: Chartered Institute of Marketing, Reed Educational and Professional Publishing Ltd, Woburn, UK. Best, J.W Berry, L. (1982), Relationship Marketing: In Perceptives on services Marketing, American Marketing Association, Illinois, Chicago. USA. Bloemer, J, Ruyter, K.D. and Peeters, P. (1998), Investing drivers of bank loyalty, International Journal of Bank Marketing, Vol. 16 No. 7 Borg, W Brink, H. (1996), Fundamental of Research Methodology for Health Care Professionals, Juta, Kenwyn. Buchanan, & Gilles, (1990), Value Managed Relationship: The Key to Customer Retention and Profitability, European Management Journal, Vol 8, No.4. Buttle, F. (1996), SERVQUAL: review, critique, research agenda. European Journal of Marketing, Vol. 30, No. 1. Carroll, P. (1991), "The fallacy of customer retention", Journal of Retail Banking, Vol. 13, No. 4, Carrol, P Christopher, M., Payne, A. and Ballantyne, D. (1991), Relationship Marketing: Bringing quality, customer service, and marketing together, Butterworth-Heinemann, London. Cole, G. A (1996), Management Theory and Practice, 5th Edition, DP Publications. London. Collins, K. J; du Plooy, G; Grobbelaar, M.M (2000), Research In Social Sciences, UNISA, Muckleneuk, Pretoria, S.A. Dale, et al, (2004), Total Quality Management, Pearson Education, Inc Publishing, USA. Dawson, P De Young B, (1998), Marketing Your Charter Boat Enterprises: Putting Relationships to Work, Cornell University, Ithaca, New York, USA. De Vos, A. S. (1998), Research at grass roots: A primer for the caring professions, Van Schaik, Pretoria. Dou, W Egan, J. (2001), Relationship Marketing: Exploring relational strategies in marketing, Prentice Hall, Limited, Harlow. Ezinkota M.R and Kotobe, M. (2001) Marketing Management, 2nd Edition, South-western College Publishing Fornell, C Gale, B. & Chapman, R. (1994), Managing Customer Value: Creating Quality and Service That Customers Can See, Free Press, New York. Gilbert, A. (1993), Marketing Research, Prentice Hall, New York, USA. Gordon, I (1999), Relationship Marketing: New Strategies, Techniques and Technologies to Win the Customers You Want and Keep Them Forever, John Wiley and Sons Publishers, Grönroos, C Gummerson, E. (2002), Total Relationship Marketing, 2nd Edition, Butterworth Heinemann, Oxford, UK. Hillier, T. (1999), "Market share matters", Marketing Business, May, 18-19. Johnston, R. (1995), The Determinants of Service Quality: Satisfiers and Dissatisfies, international journal of service industry management, Vol.6 No.5. Kotler, P Kotler, P. (1997), Marketing Management, 9th Ed., The Prentice Hall International, USA Kotler, P et al (1999), Principles of Marketing, 2nd Edition, Prentice Hall, Europe. Kotler P, (2000), Marketing Management, Millennium Edition, 10th edition, Prentice Hall, India. Kotler P, (2003), Marketing Management, International Edition, Prentice Hall Lee, H., Lee, Y and Yoo, D Levitt T, (1983), After The Sale In The Marketing Imagination, Free Press, New York, USA. Lloyd-Walker, B. and Cheung, Y.P. (1998), IT to support service quality excellence in the Australia banking industry: Managing Service Quality, Vol. 8, November. Marshall, C. & Rossman, G. (1999), Designing Qualitative Research, SAGE Publication, Inc.3rd McKenna R, (1991), Marketing is Everything, Harvard Business Review Meldrum M, (1996), Relationship Marketing; Managing Multiple Markets, Marketing and Logistics Group , Macmillan, London, UK. Morre, C. (1987), Outclass the Competition with Service Distinction, Mortgage Banking, Vol. No. 11. Murimba, S Peck H, et al, (1999), Relationship Marketing: Strategy Implementation, Elsevier Butterworth – Heinemann., UK. Reichheld, F. & Sasser, W. (1990), Zero Defects: Quality Comes To Service, Harvard Business Review, USA Reichheld, F

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