How customers perceive or feel about a firm changes over time. Building trust and a mutually satisfying relationship with customers is an important goal for many organizations. Understanding how these relationships build and deteriorate is thus critical. By helping shed light on that process, this study by Professors Sandy Jap and Erin Anderson offers some important insights into relationship management.
Content: Article
Authors: Erin Anderson, Sandy D. Jap
Source: INSEAD Knowledge
Subjects: Marketing / Sales, Organizational Behavior
Authors: Erin Anderson, Sandy D. Jap
Source: INSEAD Knowledge
Subjects: Marketing / Sales, Organizational Behavior
Like this content? Why not share it?
There Is 1 Comment
Click to See or Add Your Own »
Click to See or Add Your Own »
old URL: http://knowledge.insead.edu/article.cfm?id=597&uncat=12 old Title: Testing the Life-Cycle Theory of Inter-Organizational Relations: Do Performance Outcomes Depend on the Path Taken?