When do customers perceive customer centricity? The role of a firm’s and salespeople’s customer orientation
نویسندگان
چکیده
منابع مشابه
Extending customer relationship management: from empowering firms to empowering customers
Purpose – The focus of customer relationship management (CRM) literature has been predominantly on the firm perspective and on IT, not on customer or service orientation and value co-creation. This paper explores and analyses contemporary CRM frameworks and suggests future research directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent advances within C...
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ژورنال
عنوان ژورنال: Journal of Personal Selling & Sales Management
سال: 2019
ISSN: 0885-3134,1557-7813
DOI: 10.1080/08853134.2019.1631174