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| Author: | Paulin, M. |
| Title: | Business effectiveness and professional service personnel: relational or transactional managers? |
| Journal: | European Journal of Marketing
2000 : VOL. 34:3/4, p. 453-471 |
| Index terms: | MARKETING EFFECTIVENESS MANAGERS |
| Language: | eng |
| Abstract: | This empirical study of commercial banking relationships in France demonstrates that, despite the current emphasis on new technology, contact personnel remain important for the success of professional business-to-business services. When account managers are changed, the business clients feel that their relationship with the bank is weaker and they judge the bank to be less client oriented. |
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