International audience; The authors conduct an exploratory study in order to develop a measurement scale of customers transactional/relational orientation. The study is implemented in the context of French banking industry in both B.-to-C. and B.-to-B. environments. The... View more
Kopalle P.K. & Lehmann D.R., 1997, Alpha Inflation? The Impact of Eliminating Scale Items on Cronbach's Alpha, Organizational Behavior and Human Decision Processes, 70, 3, June, pp. 189-197.
Llosa S., 1996, Contributions à l'étude de la satisfaction dans les services, Thèse de Doctorat, Université d'Aix-en-Provence.
Lovelock C.H. (1983), Classifying Services to Gain Strategic Marketing Insights, Journal of Marketing, Vol.47, Summer, pp. 9-20.
Macneil I.R., 1978, Contracts: Adjustment of Long-term Economic Relations Under Classical, Neoclassical and Relational Contract Law, Northwestern University Law Review, Vol. 72, pp. 854-902.
Macneil I.R., 1980, The New Social Contract, An Inquiry into Modern Contractual Relations, Yale University Press.
Michaels R.E. & Day R.L., 1985, Measuring Customer Orientation of Salespeople: A Replication with Industrial Buyers, Journal of Marketing Research, Vol. 22, November, pp. 443-446.
Moriarty R.T., Kimball R.C. & Gay J.H., 1983, The Management of corporate banking Relationships, Sloan Management Review, Vol. 24, pp.3-16.
Narver J.C. & Slater S.F., 1990, The Effect of Market Orientation on Business Profitability, Journal of Marketing, Vol. 54, Oct., pp. 20-25.
Nunnaly J., 1967, Psychometric Methods, New York, Mac Graw-Hill.
Oldano T.L., 1987, "Relationship segmentation : enhancing the service provider/client connection" dans C. Surprenant (Ed.), Add value to your service: the key to success, Proceedings of the 6th Annual Services Marketing Conference (pp.143-146), Chicago: American Marketing Association.