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In search of relationship quality, customer retention and shareholder value: findings from an exploratory, qualitative multiple case study


In search of relationship quality, customer retention and shareholder value: findings from an exploratory, qualitative multiple case study



Journal on Chain and Network Science 1(1): 49-63



DOI: 10.3920/jcns2001.x005

This article reports on the findings from an exploratory, qualitative first part of a research that (1) theorizes that successful creation of shareholder value in relationship marketing and management requires relationship quality, which translates into customer retention, and that (2) models relationship quality and customer retention as key mediating variables in the creation of shareholder value.

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Accession: 004197223

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