Organizational Buying Behavior
Transformational Events in B2B RelationshipsJun 01, 2016
For loyalty-building events, it's important to calibrate rewards to the proper magnitude of "discomfirmation" of relational expectations (from Journal of Marketing).
Improving Profitability on Win-BacksJun 01, 2016
To encourage profitable second-lifetime behavior, firms should base win-back offers on the customer's reason for defection (from Journal of Marketing).
The Benefits of Ambidextrous SalespeopleMay 24, 2016
New study with implications for salesforce management
Dynamic Effects of Service Transition Strategies on B2B Firm Value: Tradeoffs in Sales, Profits, and Cash FlowMay 4, 2016 Mehdi Nezami, Stefan Worm, and Robert W. Palmatier, 2016, 16-108
Many B2B manufacturers are transitioning to services, but do they understand the performance effects of adding more service offerings? Using data on 525 manufacturers, this study looks at how service transitions affect sales growth, profitability, and cash flow volatility.
2016 Best Paper Looks at Consequences of Customer EngagementApr 16, 2016
MSI's 2016 Best Paper investigates how customer engagement can alter—not simply augment—existing customer–company bonds. Conor Henderson, Lena Steinhoff, and Rob Palmatier examine how customer engagement initiatives interact with customer loyalty mechanisms that underlie ongoing business exchanges.
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