Customer Portfolio Management: Toward a Dynamic Theory of Exchange Relationships
By Michael D. Johnson, F. Selnes. 2004
591 citations recorded by the source corpus.
Subfields: Organizational Behavior and Human Resource Management, Strategy and Management
View Paper: https://www.semanticscholar.org/paper/1182cce970c1b5490462ca189074ac18d3e6a798
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Organizational Behavior and Human Resource Management
- Lars Witell
- Chuanyi Tang
- Lin Guo
- Heiko Gebauer
- T. Gruen
- A. P. Mcgraw
- Peter Mcgraw
- Victor R. Prybutok
In Strategy and Management
- Ramkumar Janakiraman
- Lars Witell
- Anders Gustafsson
- T. Gruen
- Helena Yli-Renko
- Victor R. Prybutok
- Vinay Kumar
- Heiko Gebauer
Citations in the corpus
- Taboo Trade-Offs, Relational Framing, and the Acceptability of Exchanges (2005, background): “Large corporate actors often use the rhetoric of intimate relational models in their efforts to woo new customers and retain existing ones (Fournier, Dobscha, & Mick, 1998; Johnson & Selnes, 2004).”
- Customer Relationship Management: Its Dimensions and Effect on Customer Outcomes (2004, unknown): “By making creative use of the customer knowledge acquired and by leveraging CRM-based technology, an organization can provide customized offerings to its valued customers, which should boost customer satisfaction (Anderson and Srinivasan 2003; Johnson and Selnes 2004).”
- Seeing relationships through the lens of psychological contracts: the structure of consumer service relationships (2017, background): “1972) and that the purpose of an exchange is to Bconnect a customer’s need with a supplier’s resources and offering^ (Johnson and Selnes 2004).”
- Competitive advantage through service differentiation by manufacturing companies (2011, background): “…market conditions, manufacturing companies have traditionally become more customer-centric and innovative, in a way that customers receive products that better fit their needs (Deshpande et al., 1993; Drucker, 1954; Johnson and Selnes, 2004; Narver and Slater, 1990; Treacy and Wiersma, 1993).”
- How Customer Portfolio Affects New Product Development in Technology-Based Entrepreneurial Firms (2008, background): “In line with Bonner and Walker’s research, we find that the newer the technology, the less positive is the relationship between relational embeddedness and the number of new products developed.”