Antecedents of Customer Relationship Termination

Jens Geersbro, Thomas Ritter

Publikation: KonferencebidragPaperForskning

Abstrakt

To end business relationships, or to more actively terminate relationships, has long been acknowledged as part of customer relationship management. However, compared to other elements such as initiation and maintenance of relationships, little is known about the termination of business relationships as a managerial task. This paper contributes by (1) developing a conceptualization of relationship termination competence and (2) analyzing its antecedents. The empirical results identify termination acceptance, definition non-customers, organizational relationship termination routines, and motivation as significant antecedents.
Because of this, managers need to develop their organizations in order to use relationship termination as a vital strategy.
OriginalsprogEngelsk
Publikationsdato2010
Antal sider19
StatusUdgivet - 2010
BegivenhedIndustrial Marketing and Purchasing Conference: IMP 2010 - Budapest, Ungarn
Varighed: 2 sep. 20104 sep. 2010
Konferencens nummer: 26
http://www.imp2010.org

Konference

KonferenceIndustrial Marketing and Purchasing Conference: IMP 2010
Nummer26
LandUngarn
ByBudapest
Periode02/09/201004/09/2010
AndetBusiness Networks - Globality, Regionality, Locality
Internetadresse

Citationsformater