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Key Determinants of Customer Success
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- Authors
- Issue Date
- 1999-12
- Citation
- Seoul Journal of Business, Vol.5 No.1, pp. 121-147
- Keywords
- long-term business ; value sharing ; information sharing
- Abstract
- Customer success, not customer satisfaction, is suggested to
be the key variable to enhance long-term business relationship
with customers. A model of customer success is derived from the
philosophy-structure-behavior-performance paradigm. Value
sharing and information sharing are proved to be critical to
increase the supplier's behavioral orientation for customer
success from the empirical analysis.
- ISSN
- 1226-9816
- Language
- English
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