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BODÖ
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MERGING RELATIONSHIP MARKETING (RM) WITH
S-D LOGIC & SERVICE SCIENCE
Experiences from the 30R approach &
many-to-many marketing
Professor Evert Gummesson
Cassino Business School
October 2010
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1960s-present Marketing management of consumer goods
plus
1970s-present Services marketing and management
Relational approaches to B2B
plus
1980s-present Quality management, excellence, value, satisfaction
plus
1990s-present Relationship marketing, CRM, one-to-one
adding up in the
2000s: S-D logic, service science, many-to-
many networks: the new (service) marketing
and a science of service based on co-
creation of value in complex service
systems
MY PERSONAL JOURNEY:
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It’s simply UNIQUE!
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Third, revised edition
from 2007
A hot moment in 1981:
The birth of the Nordic School
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McCarthy, 4Ps
Product
Price
Promotion
Place
THE MARKETING MIX
Booms and Bitner, 7Ps
Product
Price
Promotion
Place
Participant
Physical environment
Process
The marketing management Ps:
The service Ps:
Baumgartner, 15Ps:
Product
Price
Promotion
Place
People
Politics
Public relations
Probe
Partition
Prioritize
Position
Profit
Plan
Performance
Positive implementations
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P
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product: goods/services
price
promotion:
personal selling, advertising, SP
place: distribution
experiences
lifestyles
dreams
events
storytelling
informationcall centers
telemarketing
TV
Internet
mobile phones
text messaging
scientific research
education
political influence
public opinion
lobbying
Legal aspects:
contracts
corruption
organized crime
lawyers
courts
public relations, PR
branding
sponsoringCSR, Corporate Social Resonsibility:
ethical behavior
charity
commitment to a cause
”green”: enivironment and health
RALPH NADER atStockholm University,September 23, 2010
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How could I make a contribution by taking RM into a new
logic of service and consider the demands from S-D logic
and service science and my own thoughts about many-to-
many and a desire to put network complexity on the agenda
and go beyond the customer-supplier dyad of RM?
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Weed out the mythology of the IHIPs
Intangibility
Heterogeneity
Inseparability
Perishability
They are no overriding characteristics and
categories separating goods from services;
they are just dimensions together with a host
of others
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Today’s mantra from politicians, economists and the media:
”The service sector is growing.”
”All new jobs come from the service sector.”
”The manufacturing and agricultural sectors
are going down.”
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UHHHU!!!!
I AM THE
SERVICE SECTOR!
Sorry, politicians, economists and the media:
THE SERVICE SECTOR IS A GHOST!
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Service quality is difficult to determine, goods quality is easy
Service quality cannot be assesed before purchase, goods quality can
Better quality costs more
Service productitivity does not improve, manufacturing productivity does
Services are not owned, goods are owned
Services don’t require investment but lots of people
MORE CLAIMS FROM THE OLD SERVICES MARKETING
THAT LACK VALIDITY AND RELEVANCE:
There are pure services and pure goods and mixes between them
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MY DEFINITION OF RELATIONSHIP MARKETING:
“Relationship marketing is
interaction in
networks of relationships.”
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Relationship marketing
was made tangible through the thirty
market,
mega &
nano
relationships
the 30Rs
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Market relationships:R4 Relationships via full-time marketers (FTMs) and part-time marketers (PTMs)
R8 The close versus the distant relationship
R12 The e-relationship
R17 The criminal network
Mega relationships:R18 Personal and social networks
R23 The mass media relationship
R22 Mega alliances change the basic conditions for marketing
Nano relationships:R24 Market mechanisms are brought inside the company
R27 Internal marketing: relationships with the „employee market‟
R30 The owner and financier relationship
A SAMPLE OF THE 30Rs:
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Customer
Traditional marketing management
Customer orientation:
oriented toward one party
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Relationship marketing (RM)
CRM (customer relationship management)
One-to-one marketing
SupplierCustomer
Relationship oriented:
two parties
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Customer
Supplier
Many-to-many marketing
Network centric:
oriented toward many parties,
a network of stakeholders
Balanced centricity:
win-win for all stakeholders
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Definition:
“Many-to-many marketing
describes, analyzes and utilizes
the network properties of marketing.”
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COMPLEXITY
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air Baltic
Air China
air greenland
Air One
Atlantic Airways
Cimber Air
City Airline
Estonian Air
Qantas
Skyways
Wideroe
Adria
3 REGIONAL
PARTNERS
11 SPECIAL
SAS PARTNERS
Blue 1
Croatia Airlines
Star Alliance
TAP Portugal
ThaiUnited
SWISS
US Airways
Spanair
South African Airways
Austrian
Asiana Airlines
Lufthansa
LOT Polish Airlines
bmi british midland
SAS Scandianvian Airlines
Singapore Airlines
Shanghai Airlines
Air New Zealand
Air China
ANA All Nippon Airways
Air Canada
19 FULL
PARTNERS
THE STAR ALLIANCE,
FEBRUARY 2008
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Social scientists are scared of complexity
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BEWARE!
So far we have settled for
stuck-in-the-middle theoryin marketing and service
GRAND THEORYContinuous movement
toward a higher level of
abstraction & generalization
MIDRANGE THEORYA stepping-stone but not the
end station
SUBSTANTIVE DATAwell-grounded in a
messy reality
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Conventional and orthodox
social sciences research
SIMPLISTIC SCIENCE: A B
Future research must address
complexity and context
through complexity theory:
network theory, systems theory,
case study research...
REALISTIC SCIENCE:
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The network of a
galaxy
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MODERN NATURAL SCIENCES
Theory of relativity
Quantum physics
Chaos theory
Autopoeisis
String theory
Superstring theory
Unified field theory
Systems theory
Network theory
Fractal geometry
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* Nodes and links
* Hubs
* Random networks
* Planned networks
* Clusters
* Connectors
* Preferential attachment
* Rich gets richer
* Fitness
* Fit-get-rich
* Winner-takes-all
* Scale-free networks
* Power laws
* Phase transition
* Robustness, error tolerance
* Cascading failure
* Tipping points
* Thresholds
* Spreading rates
* Self-organizing
* Six degrees of separation
* What is the Internet, really?
A SAMPLE OF
CONCEPTS AND
ISSUES FROM
NETWORK THEORY:
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* Nodes and links
* Hubs
* Random networks
* Planned networks
* Clusters
* Connectors
* Preferential attachment
* Rich gets richer
* Fitness
* Fit-get-rich
* Winner-takes-all
* Scale-free networks
* Power laws
* Phase transition
* Robustness, error tolerance
* Cascading failure
* Tipping points
* Thresholds
* Spreading rates
* Self-organizing
* Six degrees of separation
* What is the Internet, really?
A SAMPLE OF
CONCEPTS AND
ISSUES FROM
NETWORK THEORY:
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Buchanan in Small World continues (p.165) :
“Physicists have entered into a new stage of their science
and have come to realize that physics is not only about
physics anymore, about liquids, gases, electromagnetic
fields, and physical stuff in all its forms.”
“At a deeper level, physics is really
about organization –
it is an exploration of the laws of pure form.”
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Albert-László Barabási, Professor of Physics, in
Linked: The New Science of Networks (2002)
underscores network applications to markets:
“…understanding network effects becomes the
key to survival in a rapidly evolving new economy.” (p. 200)
“In reality, a market is nothing but a
directed network.”(p. 208)
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OVERLOAD?
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MORE
METRICS!!!
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THE CASE OF THE SWINE FLU
A complex service system
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Hospital staff
Pharmacies
Pharmaceutical
companies
Consumers
Citizens
Intermediaries
Logistical systems
Vaccines
Other products
Medical science
Research
Governments
Politicians
National health authorities
WHO
An endless amount
of capital goods
and disposables
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Hospital
staff
Pharmacies
Pharmaceutical
companies
Consumers
Citizens
Intermediaries
Logistical systems
Vaccines
Other products
Medical sciences
Research
Governments
Politicians
National health authorities
WHO
An endless amount
of capital goods
and disposables
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This is not a customer-oriented
service system!
It is too complex to work.
How do we find the necessary
simplicity to make it work?
We are facing a huge challenge!
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Put the network eye-glasses
on your noses!
THE END
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Put the network eye-glasses
on your noses!
THE END