Familiarity breeds contempt: perceived service and sales complacency in business-to-business relationships, (Record no. 49461)
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| 000 -LEADER | |
|---|---|
| fixed length control field | nam a22 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20180323182704.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 180323b xxu||||| |||| 00| 0 eng d |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Friend, Scott B. |
| 9 (RLIN) | 30807 |
| 245 ## - TITLE STATEMENT | |
| Title | Familiarity breeds contempt: perceived service and sales complacency in business-to-business relationships, |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 42-60 p. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | Relationship marketing and its strategic focus on long-term exchanges is an engrained practice in today’s business-to-business (B2B) environment. B2B relationships are important given the reciprocating benefits they offer to offset the resource-intensive investments necessary for relationship initiation and maintenance. However, the reality of the marketplace shows customer defection rates remain a concern, dark side relationship mechanisms emerge as exchanges persist, and suppliers shirk on investing the effort necessary to service their customers. Research is needed to better understand customer defections and the nuanced assessment of perceived supplier complacency in B2B service relationships. To inform this research agenda, the authors assess depth interviews with 56 executive participants across 35 post-mortem customer defection cases. Findings identify thematic representations of perceived supplier complacency within the customer-supplier service provision (i.e. service complacency), as well as during the sales renewal process (i.e. sales complacency). |
| 653 ## - INDEX TERM--UNCONTROLLED | |
| Uncontrolled term | service and sales complacency |
| Uncontrolled term | relationship marketing |
| Uncontrolled term | customer defection |
| Uncontrolled term | failure analysis |
| Uncontrolled term | qualitative |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Johnson, Jeff S. |
| 9 (RLIN) | 30808 |
| 773 0# - HOST ITEM ENTRY | |
| Host Biblionumber | 29541 |
| Host Itemnumber | 65537 |
| Main entry heading | AHREANE, MICHAEL |
| Other item identifier | 5557313 |
| Title | JOURNAL OF PERSONAL SELLING AND SALES MANAGEMENT |
| International Standard Serial Number | 0885-3134 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha item type | Journal Article |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | Date acquired | Total Checkouts | Full call number | Barcode | Date last seen | Price effective from |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Main Library | Main Library | 23/03/2018 | Vol 37, No 1/ 5557313JA4 | 5557313JA4 | 23/03/2018 | 23/03/2018 |