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| Author: | Payne, A. Frow, P. |
| Title: | Relationship Value Management: Exploring the Integration of Employee, Customer and Shareholder Value |
| Journal: | Journal of Marketing Management
2001 : SEP, VOL. 17:7-8, p. 785-817 |
| Index terms: | RELATIONSHIP MARKETING EMPLOYEES CUSTOMERS SHAREHOLDERS |
| Language: | eng |
| Abstract: | Enterprise performance models value as a theme in the relationship marketing literature is gaining increasing attention. In particular, the synthesis of value concepts with a multi-stakeholder approach to relationship marketing has been the subject of recent interest. Building on earlier work, this article explores how key elements of relationship value can be integrated through a focus on three key stakeholder groups: employees, customers and shareholders. The linkages between employee value, customer value and shareholder value, including the research on the service-profit chain, are explored. The paper also explores the extent to which linkage models or enterprise performance models, which integrate these components of value, have been adopted by organisations. |
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