nowadays, belief in the criteria and conditions of interactions with an organization to promote customer relationships is somehow tied to the organizational performance, and its final goal is of great importance. in the literature on organizational behavior, this belief is defined as the “psychological contract”. the intention of this mixed research is to identify and discover the contents of p...

Maintaining individualized relationships to high-valued customers becomes more and more important in increasingly globalized and transparent markets. This paper discusses the concept of trust and its relevance for retaining customers in E-commerce. A model for buyerseller relationship development processes is applied showing that different stages of a relationship to a customer require differen...

Customers are savvier and more demanding than ever. Competition is increasing and competitive advantage is fleeting. Once-strong relationships have weakened, customers faced with an exploding array of choices, are easily swayed by competitive offerings at lower prices. How can you possibly stay ahead of this juggernaut? The answer lies in a clear and concise customer strategy, led by a Chief Cu...

Surviving in long-term outsourced maintenance contracts in current financial situation necessitates better understanding of what customers attribute as value and its dimensions. This paper reports on findings from research undertaken with a supplier of automation products and services and its customers. Structured interviewing technique has been conducted in four customer companies from differe...

A company is no longer only focused on winning market share or increasing demand, but also on customer relationships, engagement and retention. The idea of improving relationships with customers by using social media is called social customer relationship management (SCRM). The objective of this exploratory research is to define a grid of analysis of a SCRM strategy. To do so, a double analysis...

The emergence and maintenance of relationships among individual agents studied based on simulations of a model ecosystem. Usually an ecosystem is modeled on an ensemble of individuals, whose interactions are given as direct couplings among individuals. In this paper, a new type of coupling and coupling dynamics are introduced. That is, each individual is seen as NOT directly interacting with ot...

Recent advances of virtual networking technologies are gradually forcing companies to focus their knowledge management efforts to external knowledge resources, in order to complement their existing knowledge bases, find expertise, but also harness collective intelligence that is dynamically produced in the virtual environment. Access, exchange and co-creation of customer knowledge is of central...

The article is centred on software system development for manufacturing company that produces polyethylene bags using mostly conventional machines in a competitive world where each business enterprise desires to stand tall. This is meant to assist in gaining market shares, taking maintenance and production decisions by the dynamism and flexibilities embedded in the package as customers’ demand ...

The importance of relationships between buyer and sellers in marketing research is well established. This study contributes to relationship marketing (RM) research as it examines the microfoundations of fi nancial service buyer and seller relationships. The study uses intersubjective theory and a qualitative method with the purpose of conceptualising the qualitatively different ways customers e...