Customer Involvement Management (CIM) As a Correlate of Customer Retention (CR) in the Hospitality Industry

Alrubaiee, L., & Nahl, A. (2010). Investigating the impact of relationship marketing orientation on customer loyalty: The customers’ perspective. International Journal of Marketing Studies, 2(1), 1-6 Ateke, B. W. (2014). Customer involvement management and customer retention in the hospitality industry in Rivers and Bayelsa States. Master of Science thesis submitted to the department of marketing, college of graduate studies, University of Port Harcourt. Ateke, B. W., & Elvis, I. C. (2013, July-September). Positioning for competitive advantage of corporate organisations in Nigeria. The University Advanced Research Journal, 11, 73- 81 Banyte, J., & Salickaite, R. (2008). Successful diffusion and adoption of innovation as a means to increase competitiveness of enterprises. Engineering Economics, 1(56), 48-56 Barnes, S., Brown, K. W., Krusemark, E., Campbell, W. K., & Rogge, R. D. (2007). The role of mindfulness in romantic relationship satisfaction and responses to relationship stress. Journal of Marital Family Therapy, 33(4), 482-500 Bendapudi, T., N. & Leone, R. P. (2003). Psychological implications of customer participation in co-production. Journal of marketing, 3(1), 23-31 Bitner, M. J., Faranda, W. T., Hubbert, A. R., & Zeithaml, V. A. (1997). Customer contributions and roles in service delivery. International Journal of Service Industry Management, 8(3), 193-205 Brockhoff, K. (2003). Customers’ perspectives of involvement in new product development. International Journal of Technology Management, 26 (5-6), 464-481 Brown, S. L. & Eisenhardt, K. M. (1995). Product development: Past research, present findings and future directions. Academy of Management Review, 20(2), 343-378. Campbell, A. J. & Cooper, R.G. (1999). Do Customer partnerships improve new product success rates?. Industrial Marketing Management, 28(5), 507-519 Colgate, M., & Hedge R. (2001). An investigation into the switching process in retail banking services. International Journal of Bank Marketing, 19(5), 201-212. Colgate, M., Stewart, k., & Kinsella, R. (1996). Customer defection: a study of the students market in Ireland. International Journal of Bank Marketing, 14(3), 23-29. Dadfar, H. (2009). Customer involvement in service production, delivery and quality: The challenges and opportunities. International Journal of Quality and Service Sciences, 5(1), 46-65 De Madariaga, J. G., & Valor, C. (2007). Stake-holders management system: Empirical insights from relationship marketing and market orientation perspective. Journal of Business Ethics, 71(4), 425-439 DeWulf, K., Odekerken-Schroder, G., & Iacobucci D. (2001). Investments in consumer relationships: A cross-country and cross-industry exploration. Journal of Marketing, 65, 33–50. Eisingerich, A. B., & Bells, S. J. (2007). Maintaining customer relationships in high credence service. Journal of Service Marketing, 21(1), 253-262 Enkel, E. Perez-Freije, J., & Gassmann, O. (2005). Minimizing market risks through customer integration in new product development: Learning from bad practice. Creativity and Innovation Management, 14(40), 425-437 Ernst, H. (2004). Virtual customer integration: Maximizing the impact of customer integration on new product development: Cross functional innovation management- perspectives from different disciplines. S. Albers Munchen, Gabler. Fuller, J. (2007). Community based innovation: How to integrate members of virtual communities into new product development. Electronic Commerce Research, 6(1), 57- 73. Ghavami, A., & Olyaei, A. (2006). The impact of customer relationship management on customer retention. Retrieved March 2015 from http//www.fineprint.com Gronroos, C. (1994). From marketing mix to relationships marketing: Towards a paradigm shift in marketing. Management Decisions, 32(2), 4-20. Gruen, T., Summers, J. & Acito, F. (2000). Relationship marketing activities, commitment and membership behaviours on professional Associations. Journal of Marketing, 64(3), 34-49. Gruner, K. E. & Homburg, C. (2000). Does customer interaction enhance new product Success? Journal of Business Research, 48(1), 1-14. Harridge-March, S. (2008). Direct marketing and relationships: An opinion piece. Direct Marketing: International Journal, 2(4), 192-198. Hennig-Thurau, T. & Klee, A. (1997). The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development. Psychology and Marketing, 4 (8), 737-764. Iruka, C. H. & Ateke, B. W. (2014). Customer involvement management practices and customer retention in the hospitality industry. International Journal of Business and Social Sciences, 5(8), 61-72 Johra, K. F., & Mohammed, A. R. (2011). Service quality, customer involvement and customer satisfaction: A case study of retail banking in Bangladesh. Australian School of Business Lemon, K., Weiner, H., & white Y. (2002). Dynamic customer relationship management: Incorporating future considerations into the service retention decision. Journal of Marketing, 66, 1-14 Myhal, G. C., Kang, J., & Murphy, J. A. (2008). Retaining customers through relationship quality: A services business marketing case. Journal of Service Marketing, 22(6), 445- 455 Ndubuisi, N. O. (2007). Relationship marketing and customer loyalty. Marketing Intelligence and Planning, 25(1), 98 -106 Noone, B. M., Kimes, S. E., & Renhagan, L. M (2003).Integrating customer relationship management and revenue management: A hotel perspective. Journal of Revenue and Pricing Management, 2 (I), 7-22. Normann, R. & Ram? ?rez, R. (1994). Designing interactive strategy: From value chain to value constellation. New York: John Wiley and Sons. Pinegar, J. S. (2000). Customer involvement in industrial product development: Creating superior product. Doctoral dissertation presented to the department of marketing, Dupree College of management, Georgia institute of technology. Plankey, K. M. (2012). Strategies for increasing customer retention. Retrieved March 2013 from http:/www.ehow.com/epert=plankey Reichheld, F., & Sasser, W. E. (1990). Zero defections: Quality comes to Service. Harvard Business Review, 68(9/10), 105-11 Rohrbeck, R., Steinhoff, F., & Perder, F. (2010). Sourcing innovation from your customer: How multinational enterprises use web platforms for virtual customer integration. Technology Analysis and Strategic Management, 22(4), 117-131 Sirdeshmukh, D., Singh, J., & Sabol, B. (2002).Consumer trust, value and loyalty in relational exchanges. Journal of Marketing, 66, 15-37. TISSE (2012). 5Ps service quality model. The International Standard for Service Excellence. Retrieved March 2015 from http//www.bsigroup.com/en-AU/ The-International- Standard-for-Service-Excellence-TISSE-2012/ White, L., & Yanamandram, V. (2007). Model of customer retention of dissatisfied business service customers. Managing Service Quality, 7(3), 198-216. Yoda, T. & Kumakura, T. (2007). Effect of unfairness on customer satisfaction: New insights into customer retention. Journal of Innovative Marketing, 3(I), 234-247