search query: @indexterm Service management / total: 228
reference: 29 / 228
| Author: | Gouthier, M. Schmid, S. |
| Title: | Customers and customer relationships in service firms : The perspective of the resource-based view |
| Journal: | Marketing Theory
2003 : VOL 3:1, p. 119-143 |
| Index terms: | COMPETITIVE ADVANTAGE CUSTOMERS CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SERVICE MANAGEMENT STRATEGIC MANAGEMENT |
| Language: | eng |
| Abstract: | This article describes strategic management from the resource-based view. Article analyzes customer relationships and customer roles in service firms. Managerial implications for customer relationship marketing are discussed. |
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