Premium
Placing customer service strategy in the context of a vertical marketing system
Author(s) -
Lee YangIm,
Trim Peter R.J.
Publication year - 2006
Publication title -
strategic change
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.527
H-Index - 16
eISSN - 1099-1697
pISSN - 1086-1718
DOI - 10.1002/jsc.774
Subject(s) - business , marketing , context (archaeology) , process (computing) , value (mathematics) , service (business) , focus (optics) , process management , knowledge management , computer science , paleontology , physics , machine learning , optics , biology , operating system
AbstractInternational retailing is undergoing rapid change and because of this senior managers need to understand how to manage the change process and develop working relationships with their counterparts in partner organizations. By embracing organizational learning it is possible for a retail organization to formulate a vertically integrated strategy that provides superior customer value and results in the formation of trust‐based relationships. These should be underpinned by mutuality and possess a strategic focus.Copyright © 2006 John Wiley & Sons, Ltd.