The new marketing—Developing long-term interactive relationships
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Claims the paper makes
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Each is checked against this paper’s own text: does it say what the citing paper says it does?
Gummesson (1987) considers relationship quality a consequence of an accumulation of value over multiple interactions between a customer and a provider.
“Gummesson (1987) accordingly considers relationship quality a consequence of an accumulation of value over multiple interactions between a customer and a provider.”
From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Gummesson 1987
Cites
The Reflective Practitioner: How Professionals Think in Action
Checkoway, B. N., & Schön, D. A. (1985) · Journal of Policy Analysis and Management · doi:10.2307/3324262 · Cited by 21,311 · see citing works
The reflective practitioner: How professionals think in action
Stewart, C. J. (1984) · Patient Education and Counseling · doi:10.1016/0738-3991(84)90022-3 · Cited by 19,751 · see citing works
What is total quality control the japanese way
Ishikawa, K. (1985) · Cited by 1,790 · see citing works
Organizational Buying Behavior
Sciullo, H. A., Webster, F. E., & Wind, Y. J. (1973) · Journal of Marketing · doi:10.2307/1250373 · Cited by 651 · see citing works
Triad Power: The Coming Shape of Global Competition
Diebold, W., & Ohmae, K. (1985) · Foreign Affairs · doi:10.2307/20042489 · Cited by 650 · see citing works
Ford, D., Håkansson, H., & Johanson, J. (1986) · Cited by 308 · see citing works
Triad power: the coming shape of global competition
Turner, L. (1986) · International Affairs · doi:10.2307/2618581 · Cited by 130 · see citing works
Service marketing : Nordic School perspectives
Grönroos, C., & Gummesson, E. (1985) · Medical Entomology and Zoology · Cited by 115 · see citing works
Self-citationAn applied theory for marketing industrial services
Grönroos, C. (1979) · Industrial Marketing Management · doi:10.1016/0019-8501(79)90017-8 · Cited by 64 · see citing works
What Is Business And Industrial Marketing?
Cooke, E. F. (1986) · Journal of Business and Industrial Marketing · doi:10.1108/eb006008 · Cited by 38 · see citing works
Rodgers, B. G. (1986) · Cited by 24 · see citing works
Services marketing : an annotated bibliography
Fisk, R. P., & Tansuhaj, P. S. (1985) · Medical Entomology and Zoology · Cited by 19 · see citing works
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Understanding the Marketing Department's Influence within the Firm
Verhoef, P. C., & Leeflang, P. S. H. (2009) · Journal of Marketing · doi:10.1509/jmkg.73.2.14 · Cited by 587 · see citing works
Yim, C. K. (., Tse, D. K., & Chan, K. W. (2008) · Journal of Marketing Research · doi:10.1509/jmkr.45.6.741 · Cited by 563 · see citing works
Campbell, M., Snowdon, C., Francis, D., Elbourne, D., McDonald, A., Knight, R., Entwistle, V, Garcia, J., Roberts, I., Grant, A., et al. (2007) · Health Technology Assessment · doi:10.3310/hta11480 · Cited by 433 · see citing works
Understanding and managing customer relational benefits in services: a meta-analysis
Gremler, D. D., Van Vaerenbergh, Y., Brüggen, E. C., & Gwinner, K. P. (2020) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-019-00701-6 · Cited by 148 · see citing works
- Authors
- Gummesson, E.
- Corresponding author
- Gummesson, Evert
- Venue
- Long Range Planning
- Publisher
- Elsevier BV
- Published
- 1987-08
- Volume
- 20
- Issue
- 4
- Pages
- 10-20
- ISSN
- 0024-6301 (ISSN-L)
- OpenAlex
- W2015789329
- Cited by
- 1,070
- References
- 12
- Citations by year
- 2026: 8 · 2025: 16 · 2024: 17 · 2023: 14 · 2022: 17 · 2021: 22 · 2020: 21 · 2019: 35 · 2018: 26 · 2017: 28 · 2016: 28 · 2015: 56 · 2014: 52 · 2013: 53 · 2012: 49
- FWCI
- 4.36
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Long Range Planning (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Marketing and Advertising Strategies
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Keywords
- relationship marketing, interactive marketing, service marketing, B2B marketing, marketing concept, long-term relationships, marketing strategy, consumer goods marketing
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
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