Relationship marketing : a consumer experience approach

PART ONE: RELATIONSHIP MARKETING: THE STATE OF THE ART Origins and History of Relationship Marketing Relationship Marketing Themes Customer Retention and Loyalty Relationship Marketing A Change in Perspective? PART TWO: RELATIONSHIPS FROM A CONSUMER EXPERIENCE PERSPECTIVE Frameworks for Analyzing the Consumer Experience Consumer Resources Use and Integration Introducing Consumer Experience Modeling Consumer Experience Modeling Value Enhancers and Inhibitors Communities within 'Experiential Networks' Social Networks C2C Exchanges and Relationships CONCLUSION Conclusions