{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,10,26]],"date-time":"2026-10-26T06:04:34Z","timestamp":1792994674713,"version":"4.5.0"},"reference-count":0,"publisher":"Emerald","issue":"6","license":[{"start":{"date-parts":[[1994,12,1]],"date-time":"1994-12-01T00:00:00Z","timestamp":786240000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[1994,12,1]]},"abstract":"<jats:p>The key to success in service business now lies with concentrating on,\nand retaining, existing customers. Marketing therefore must be seen as\na total approach with the customer firmly at the centre. Describes the\nrelationship marketing ladder as the progression from conversion of a\nprospect into a customer, then into a client, from client to supporter,\nto advocate and, finally, to partner. Outlines the economic benefits of\nretaining customers. Emphasizes the link between quality, client\nretention and profitability.<\/jats:p>","DOI":"10.1108\/eum0000000003939","type":"journal-article","created":{"date-parts":[[2004,5,12]],"date-time":"2004-05-12T00:05:49Z","timestamp":1084320349000},"page":"29-31","source":"Crossref","is-referenced-by-count":40,"title":["Relationship Marketing \u2013 Making the Customer Count"],"prefix":"10.1108","volume":"4","author":[{"given":"Adrian","family":"Payne","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","container-title":["Managing Service Quality: An International Journal"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/EUM0000000003939","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/EUM0000000003939\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/EUM0000000003939\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,25]],"date-time":"2025-07-25T01:00:55Z","timestamp":1753405255000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/jstp\/article\/4\/6\/29-31\/310903"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[1994,12,1]]},"references-count":0,"journal-issue":{"issue":"6","published-print":{"date-parts":[[1994,12,1]]}},"alternative-id":["10.1108\/EUM0000000003939"],"URL":"https:\/\/doi.org\/10.1108\/eum0000000003939","relation":{},"ISSN":["0960-4529"],"issn-type":[{"value":"0960-4529","type":"print"}],"subject":[],"published":{"date-parts":[[1994,12,1]]}}}