Lisa O'Malley

Relationship marketing in consumer markets – Rhetoric or reality?

Relationship marketing (RM) was conceived as an approach to industrial and service markets, and was considered inappropriate in other marketing contexts. Recently, however, the domain of RM has been extended to incorporate innovative applications in mass consumer markets. Much has changed in a few short years. Recent applications of RM in consumer markets have been facilitated by developments in direct and database marketing within an increasingly competitive and fragmented marketplace. This paper presents a critical review of the history of RM in consumer markets, and incorporates important conceptual, practical, empirical and popular contributions. A number of critical issues which remain unresolved are identified in the paper. These form the basis of ten research propositions which are crucial to justifying and advancing the domain extension into consumer markets.

The Utility of the Relationship Metaphor in Consumer Markets: A Critical Evaluation

The popularity currently enjoyed by relationship marketing obscures a host of problems relating to the apparent domain extension into consumer markets. Such problems are argued to include: the lack of an accepted definition; fragmented and limited theory development; a boundary-less domain and a limited understanding of exchange relationships (Buttle, 1996; Gummesson, 1997; Wilson, 1995). This paper contends that the root of these difficulties lies in the process of metaphoric transfer (Hunt and Menon, 1995). As such there is a need to review the role of metaphor within academic research generally, and to investigate the extent to which the metaphor of interpersonal relationships remains apposite within the domain of consumer markets. In attempting to address this issue, the paper appraises the process of metaphoric transfer, evaluates the utility of the interpersonal relationship metaphor in the context of mass consumer markets and highlights a number of important implications for theory development in t...

Mapping the re‐engagement of CRM with relationship marketing

Purpose – This paper aims to reframe and enhance the relationship marketing literature through advocating an emphasis on process and a renewed commitment to social and informational exchanges.Design/methodology/approach – The paper is conceptual. It takes as its starting‐point the recognition that customers exist in complex dynamic systems in which they enact multiple roles. However, current implementations of customer relationship management (CRM) typically only view customers through a single lens (as customers) that denies firms a holistic view of those with whom they interact. Moreover, CRM systems typically embed and script actions (i.e. call centre options, offers driven by cross‐selling and segmentation) rather than enabling rich communication and facilitating appropriate responses that emerge from that communication. It is argued here that, as a consequence, both parties to a relationship need to negotiate the nature of systems that connect them, because those systems, in part, determine the conte...

Intimacy or intrusion? The privacy dilemma for relationship marketing in consumer markets

The relationship marketing paradigm is gaining increasing credence in consumer markets. Marketers need to get close to their customers to establish exchange relationships, and this “intimacy” is achieved using database technology and direct marketing communications. However, in implementing relationship marketing in this way, the potential exists for the use of technology to result in invasions of individual consumer privacy. The literature on relationship marketing and privacy are reviewed, and the findings of six exploratory focus group discussions, conducted in the UK, are presented. The study suggests that what some consumers define as “intrusion” is similar to what has been called “intimacy” by marketers. Nine propositions are presented which reflect the implications of current approaches to relationship marketing in consumer markets. In particular, the integral elements of meaningful relationships are absent or inhibited as a result of consumer concerns over intrusions of their privacy. Thus, market...

Hidden Mountain: The Social Avoidance of Waste

This article considers the neglected area of disposition, the nature of our relationship with waste. Marketing tactics are complicit in a throwaway culture, so how can we better theorize our relationship to waste? The authors submit that to maintain control, we are encouraged to keep waste in its place—out of sight and out of mind. This is achieved through systemic smoothing mechanisms such as our socialization against waste, the role of trash cans, and the work of garbage collectors. By exposing the detritus of consumption, the “waste mountain,” a macromarketing analysis helps us confront the systemic avoidance of waste. As such, this constitutes an initial contribution to marketing as social engagement and also to future policy development. We connect the rendering invisible or hidden aspect of waste to what Bauman has termed the economics of deception prevalent within consumer society.

Place-product or place narrative(s)? Perspectives in the Marketing of Tourism Destinations

This paper utilises a narrative approach to appraise critically the challenges and paradoxes faced by tourism destination marketing, and the inherent weaknesses of the traditional marketing management framework to adequately address them. In so doing, the treatment of place as a set of attributes is contrasted with its conceptualisation as a set of meanings. In perceiving place as a set of meanings, the focus of attention shifts to a number of different issues, such as the role of culture and symbolic meanings in the construction and experience of place and the contested ‘realities’ involved in the making of a tourism destination.

Buying into motherhood? Problematic consumption and ambivalence in transitional phases

Current theory on transitional consumption seems to rest on the premises that (1) consumption facilitates role transitions; (2) consumers know how to consume their way through these transitions; (3) consumers are motivated to approach new roles; and (4) consumption solves liminality. This perspective, however, offers an incomplete picture of consumption’s role in the management of major life transitions. This article explores the ways in which ambivalence is woven through consumption experiences in times of liminality. It reviews prior research on consumption, role transitions, and ambivalence in the context of women’s transition into motherhood. Findings are presented from an international interpretive study of women’s consumption experiences during their transition to motherhood. This paper’s findings suggest that while consumption can indeed play a positive role during role transitions, it can also, at other times, make transition a complicated, complex and confusing process.Title Buying into motherhood? Problematic consumption and ambivalence in transitional phases Authors(s) VOICE Group; Davies, Andrea; Dobscha, Susan; Geiger, Susi; Prothero, Andrea; et al. Publication date 2010 Publication information Consumption, Markets and Culture, 13 (4): 373-397, Special Issue: Consumer Culture Theory 2008 Publisher Routledge (Taylor & Francis) Item record/more information http://hdl.handle.net/10197/4966 Publishers statement This is an electronic version of an article published in Consumption Markets & Culture, Volume 13, Issue 4, 2010. Consumption Markets & Culture is available online at: www.tandfonline.com//doi/abs/10.1080/10253866.2010.502414 Publishers version (DOI) 10.1080/10253866.2010.502414

Moving beyond binary opposition: Exploring the tapestry of gender in consumer research and marketing:

The last two decades have seen an exponential growth in research pertaining to gender issues in marketing and consumer research. This special issue of Marketing Theory, together with the ongoing Association for Consumer Research Gender, Marketing and Consumer Research conference series, now approaching its tenth iteration, demonstrates the continued interest in gender issues in our disciplines. Introducing the special issue, this paper’s remit is threefold: it maps the substantive and theoretical developments of gender research within our discipline; it locates this work on gender within its broader context in humanities and social science; and it introduces the reader to the four papers in this special issue. The paper concludes that gender research has moved from the margins to become a strong body of work within marketing and consumer research. That said, there remains substantive opportunity for further development, where gender and feminist research can offer new insights, critiques, theories and approaches.

Database marketing: investigating privacy concerns

The rise of direct and database marketing has been well documented. There have also been some discussions of the parallel rise in consumer concerns with regard to the industry. Much of what has been written has been within a US context and there is a clear need to investigate the extent to which these issues also concern UK consumers. This paper reports the results of a qualitative study which identifies the issues which are appropriate for consideration within a UK context. The results of qualitative group discussions are discussed and supported by the broader literature review. Additionally, the paper proposes an integrative model of privacy and its antecedent variables as a foundation for further research.

Marketing in a recession: retrench or invest?

The world is emerging from a deep economic recession. Despite extensive research indicating that reducing marketing efforts exacerbates the negative effects of recession, many firms have retrenched spending in this area. This paper uses a modified meta-analysis to review and evaluate extant research on marketing spending during recessions. The findings confirm that marketing can be significantly more important to the firm during a recession than at any other time. The paper argues that marketing budgets are cut because of a short-term focus by top management and the absence of a market orientation. The evidence also confirms that firms who curtail their marketing expenditure are likely to jeopardise future sales and profits. Ultimately, recession offers a rare opportunity for proactive firms to improve their competitive advantage through increased marketing efforts, as long as these are well considered and carefully tailored.