Social and Behavioral Sciences Commons^™

An Examination Of Relationship Marketing Strategies In Department Stores., Suzanne Hanley

Theses

The purpose of this thesis is to examine relationship marketing strategies in department stores. The objectives of relationship marketing strategies are to make customers feel special (Dwyer et al. 1987) to feel as though the company cares for them (Tzokas and Saren, 1997) and wants to satisfy their individual needs (Buttle, 1996). This thesis sets out to ascertain the effectiveness of various relationship marketing strategies adopted by department stores and to generate theory regarding future customer retention strategies for the industry.

Indications of the effectiveness of relationship marketing are derived through qualitative and quantitative methods employed in the study. In …