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Relationship MarketingROBERT W. PALMATIERMARKETING SCIENCE INSTITUTEC ambridge, MassachusettsContentsForeword AcknowledgmentsExecutive SummaryIntroductionA Theoretical Perspective of RelationshipMarketing 1 What Is Relationship Marketing?DefinitionOverlap with Other Marketing DomainsHistorical Perspective2 How Does Relationship Marketing Work?Evolution of Relationship Marketing TheoryInterfirm Relationship Marketing TheoryInterpersonal Relationship Marketing TheoryMultilevel Relationships3 How Do Relationships Change over Time?Relationship Lifecycle StagesDynamic View of RelationshipsAn Applied Perspective of RelationshipMarketing 4 Understanding Relationship Marketing s Financial impact Linking Relationship Marketing to Financial OutcomesMeasuring Relationships and Financial ImpactCopyright 2008 Robert W.
term relational loyalty. In the worst cases, financial programs can negatively impact customer-seller relationships depending on the accompanying message
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