... Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only Customer retention Customer acquisition Contingent view Salesperson ambidexterity Recent studies suggest that salespeople should be oriented toward both customer acquisition and retention...

.... It explores whether relationship marketing influences customer retention when a personal contact leaves. Ahmed Shaalan can be contacted at: ahmed.shaalan@cranfield.ac.uk It is widely accepted around the world that establishing, developing and maintaining quality relationships with customers...

... favour the development of solutions that better meet their needs, bridging the cognitive gap which often exists between partners. Regarding customer retention, the results show that co-creation processes foster customer predisposition to buy and cross-sell. Although value co-creation is a topical...

... customer orientation and competitor orientation both influence customer relationship outcomes, interfunctional coordination does not. However, interfunctional coordination lessens the positive relationships between customer orientation and customer retention as well as between competitor orientation...

... prevailing in Russia and those in Europe. The authors have demonstrated how the concept may help firms to develop and implement successful strategies. Olga A. Tretyak can be contacted at: otretyak@hse.ru © Emerald Group Publishing Limited 2013 Value chain Marketing Customer retention Long...

... marketing Customer retention Loyalty schemes An executive summary for managers and executive readers can be found at the end of this article. An emerging view in the field of marketing is that customers should be considered as the firm's most valuable asset (Blattberg and Deighton, 1996...

... analysis Buying behaviour Customer retention Australia An executive summary for managers and executive readers can be found at the end of this article. Research and development (R&D) is a necessary engine for supporting economic growth and developing knowledge based economies (Gupta...

..., albeit minor role, in building trust between the supplier and the customers. Practical implications The results can be used by industrial firms to build stronger brands and, in turn, to use these brands to maximize customer retention. Originality/value This is one of the first studies to examine...

... value perceptions. Annie H. Liu can be contacted at: aliu@lmu.edu © Emerald Group Publishing Limited 2006 Customer loyalty Consumer behaviour Customer service management Customer retention Business‐to‐business marketing An executive summary for managers can be found at the end...