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| Author: | Vafeas, M. |
| Title: | Boundary spanner turnover in professional services: exploring the outcomes of client retention strategies |
| Journal: | Journal of Marketing Management
2010 : AUG, VOL 26:9-10, p. 901-920 |
| Index terms: | turnover relationship marketing case studies strategy supply chain |
| Language: | eng |
| Abstract: | It is argued in previous literature that the termination of relationships between boundary spanners in buyer and seller companies should be prevented by strategies that include e. g. service teams and boundary spanner rotation. This article, however, claims that the literature on trust, commitment, social bonds and knowledge indicates that these kind of strategies can sometimes be harmful. Results from case examples and interviews with design buyers suggest that agency size, agency culture, client experience and boundary spanner autonomy affect the outcomes of the before mentioned strategies. |
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