The DOI matches its Crossref record.
Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry
Abstract
Complex, highly intangible services such as life insurance consist largely of credence properties. Insurance providers engage in relationship-building activities that emphasize buyer-seller interaction and communication. Economists contend consumers are prone to make quality generalizations based on the strength of these relationships, perhaps to the detriment of price competition. The authors report contrary results suggesting that, though relationship marketing adds value to the service package, it is not a substitute for having a strong, up-to-date core service.
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Research works printed but not linked: 11
- Berry Leonard L., 1983, Emerging Perspectives on Services Marketing, 25
- Cooper Mark N., 1987, unpublished report
- Crosby Lawrence A., 1984, Consumer Attitudes Toward Whole Life Insurance
- Gronroos Christian, 1986, unpublished working paper, 4
- HåkanssonHåkan (1982), International Marketing and Purchasing of Industrial Goods. New York: John Wiley & Sons, Inc., 10–27.
- Johnston-O'Connor Elizabeth, 1984, Personal Selling: Theory, Research and Practice, 205
- Jöreskog Karl G., 1984, Analysis of Linear Structural Relationships by Maximum Likelihood
- Liechty Margaret G., 1979, Educators’ Conference Proceedings, Series 44, 509
- 10.1177/002224298504900403 · DOI · Paper page
- Sutherland Max, 1981, Journal of Advertising Research, 21, 25, 10.1080/00218499.1981.12468151 · DOI
- Zeithaml Valarie A., 1981, Marketing of Services, 186
Cited by
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Relationship Quality in Services Selling: An Interpersonal Influence Perspective
Crosby, L. A., Evans, K. R., & Cowles, D. (1990) · Journal of Marketing · doi:10.1177/002224299005400306 · Cited by 4,763
Self-citationConsumer trust, value, and loyalty in relational exchanges
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002) · Journal of Marketing · doi:10.1509/jmkg.66.1.15.18449 · Cited by 4,196
Customer Switching Behavior in Service Industries: An Exploratory Study
Keaveney, S. M. (1995) · Journal of Marketing · doi:10.2307/1252074 · Cited by 2,905
Bolton, R. N. (1998) · Marketing Science · doi:10.1287/mksc.17.1.45 · Cited by 1,948
Metadata
- Authors
- Crosby, L. A., & Stephens, N.
- Venue
- Journal of Marketing Research
- Publisher
- SAGE Publications
- Published
- 1987-11
- Volume
- 24
- Issue
- 4
- Pages
- 404-411
- ISSN
- 0022-2437 (ISSN-L)
- 1547-7193
- OpenAlex
- W2327425965
- Cited by
- 977
- References
- 0
- FWCI
- 5.20
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
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- CoChat. (2026). Citation check: Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry. https://app.cochat.ai/papers/10.1177/002224378702400408
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- Crosby, L. A., & Stephens, N. (1987). Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry. Journal of Marketing Research. https://doi.org/10.1177/002224378702400408
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
