Antecedents of Customer Relationship Termination

Jens Geersbro, Thomas Ritter

Research output: Contribution to conferencePaperResearch

Abstract

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.
Original languageEnglish
Publication date2010
Number of pages19
Publication statusPublished - 2010
EventIndustrial Marketing and Purchasing Conference: IMP 2010 - Budapest, Hungary
Duration: 2 Sep 20104 Sep 2010
Conference number: 26
http://www.imp2010.org

Conference

ConferenceIndustrial Marketing and Purchasing Conference: IMP 2010
Number26
CountryHungary
CityBudapest
Period02/09/201004/09/2010
OtherBusiness Networks - Globality, Regionality, Locality
Internet address

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