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dc.contributor.authorBendapudi, Neeli
dc.contributor.authorLeone, Robert P.
dc.identifier.citationBendapudi, Neeli, and Robert P. Leone. "Managing Business-to-Business Customer Relationships Following Key Contact Employee Turnover in a Vendor Firm." Journal of Marketing 66.2 (2002): 83-101.
dc.descriptionThis is the published version. Copyright 2002 by the American Marketing Association.en_US
dc.description.abstractCustomers form relationships with the employees who serve them as well as with the vendor firms these employees represent. In many cases, a customer’s relationship with an employee who is closest to them, a key contact employee, may be stronger than the customer’s relationship with the vendor firm. If the key contact employee is no longer available to serve that customer, the vendor firm’s relationship with the customer may become vulnerable. In this article, the authors present the results of two studies that examine what business-to-business customers value in their relationships with key contact employees, what customers’ concerns are when a favored key contact employee is no longer available to serve them, and what vendor firms can do to alleviate these concerns and to retain employee knowledge even if they cannot retain the employee in that position. The studies are based on a discovery-oriented approach and integrate input from business-to-business customers, key contact employees, and managers from a broad cross-section of companies to develop testable propositions. The authors discuss managerial and theoretical implications and directions for further research.en_US
dc.publisherAmerican Marketing Associationen_US
dc.titleManaging Business-to-Business Customer Relationships Following Key Contact Employee Turnover in a Vendor Firmen_US
kusw.kuauthorBendapudi, Neeli
kusw.kudepartmentSchool of Businessen_US
kusw.oanotesPer SHERPA/RoMEO, 5/5/15: Journal: Journal of Marketing (ISSN: 0022-2429, ESSN: 1547-7185) RoMEO: This is a RoMEO yellow journal Author's Pre-print: green tick author can archive pre-print (ie pre-refereeing) Author's Post-print: cross author cannot archive post-print (ie final draft post-refereeing) Publisher's Version/PDF: grey tick subject to Restrictions below, author can archive publisher's version/PDF Restrictions:

Author must seek permission from publisher 12 months embargo

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Pre-prints (working papers) on author's personal websites, subject specific pre-print archives or working paper archives, such as Social Science Research Network (SSRN) Publisher's version/PDF must be used (can be obtained from publisher) Publisher's version/PDF on institutional repository (permission required) Publisher copyright and source must be acknowledged Must link to publisher version (preferred instead of deposit)
kusw.oaversionScholarly/refereed, publisher version
kusw.oapolicyThis item does not meet KU Open Access policy criteria.

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