haku: @all turnover / yhteensä: 30
viite: 26 / 30
Tekijä:Vafeas, M.
Otsikko:Boundary spanner turnover in professional services: exploring the outcomes of client retention strategies
Lehti:Journal of Marketing Management
2010 : AUG, VOL 26:9-10, p. 901-920
relationship marketing
case studies
supply chain
Tiivistelmä: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.
SCIMA tietueen numero: 273281
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