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Key contact employee turnover impact on business-to-business customer relationship management: the vendor firms' perspective

Hendro, Michael (2005) Key contact employee turnover impact on business-to-business customer relationship management: the vendor firms' perspective. Bachelor thesis, Petra Christian University.

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Abstract

In business-to-business area, relationships are usually occurred between customers with the vendor firms as well as with key contact employee that represent the firms. In many cases. the relationship between the customers and the key contact employees tend to be much closer than the relationship with the vendor firms. Thus. if these key contact employees resigned or no longer working in the vendor firm, the relationship between the customers and the vendor firm will be vulnerable and there are tendency that the customers will shift or terminate the relationship with the vendor firms. There are two types of primary data that are gathered and examined in this report. The author has examined how important is the role of key contact employee in bridging the relationship with the vendor firms, and what are the business-to-business customers in Indonesia concern in event of key contact employee turnover in the vendor firm. While from the vendor firms' point of view, the author has examined how vendor firms in Indonesia perceived the importance of the key contact employees, the strategies that can be done to lessen the relationship vulnerability with the employees, and the strategies that can be taken to retain the key contact employees' knowledge in case the firms cannot retain the employees.

Item Type: Thesis (Bachelor)
Uncontrolled Keywords: key contact employee management, business-to-business customer relationship management
Subjects: UNSPECIFIED
Divisions: UNSPECIFIED
Depositing User: Admin
Date Deposited: 23 Mar 2011 18:48
Last Modified: 02 May 2011 14:20
URI: http://repository.petra.ac.id/id/eprint/6795

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