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Business

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When customers disappoint: a model of relational internal marketing and customer complaints

Article Abstract:

The relational approach to internal marketing is adopted to develop a strong internal relationship networks within organizations for successful customer-organization relations. The customer complaints seem to have differential moderating effects on the relationship between organizational and supervisory support and the service quality provided by the salesperson.

Marketing, Marketing Management, Administration of Marketing, Methods, Evaluation, Quality of work life

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Customer relationship dynamics: service quality and customer loyalty in the context of varying levels of customer expertise and switching costs

Article Abstract:

The implications and effects of customer expertise on the firm's products, and switching costs of customers on the relationship between technical and functional service quality and customer loyalty is investigated.

Customer loyalty, Customer relationship management, Cost (Economics), Costs (Economics)

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Creating a firm-level dynamic capability through capitalizing on market orientation and innovativeness

Article Abstract:

A study on a firm-level dynamic capability, generating capacity of market orientation and innovativeness and its effect on firm performance, is presented.

Market Targeting & Approach, Market strategy

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