Showing papers on "Customer relationship management published in 1986"
TL;DR: In this paper, a model of client involvement stages is proposed, role definition and control for clients in complex service creation are discussed, and attention to issues that emerge from this discussion is encouraged.
Abstract: Clients of service organizations have important roles to perform in creating services. Yet, comparatively little attention has been directed at the participation of clients in complex and demanding client performance domains. In this paper, clients are viewed as “partial” employees and (1) a model of client involvement stages is proposed, (2) role definition and control for clients in complex service creation are discussed, and (3) attention to issues that emerge from this discussion is encouraged.
685 citations
TL;DR: In this article, a typology is offered in which differing governance mechanisms are matched to varying levels of transaction costs in service exchanges, and the focus is on prescribing governance mechanisms that establish the most efficient boundary between the service organization and the customer, thereby improving service organization effectiveness.
Abstract: Transaction cost analysis can explain the arrangements that emerge to govern and organize service organization-customer exchanges. A typology is offered in which differing governance mechanisms are matched to varying levels of transaction costs in service exchanges. The focus is on prescribing governance mechanisms that establish the most efficient boundary between the service organization and the customer, thereby improving service organization effectiveness.
287 citations
TL;DR: In this paper, the authors present a conceptual approach to understand and structuring relationship management in the context of business-to-business (B2B) marketing, and provide a managerially useful framework for implementing industrial marketing strategy through managing the selling and buying interfaces.
123 citations