In this paper we bring together two worlds that are usually strictly separated in research: leadership and customers. Until now leadership research has concentrated particularly on internal organizational processes, whereas customers were analyzed preferably in the context of marketing and...

The value concept is one of marketing theory’s basic elements. Identifying andcreating customer value (CV) - understood as value for customers - is regarded asan essential prerequisite for future company success. Nevertheless, not until quiterecently has CV received much research attention....

This study investigates what creates value for customers and how providers canimprove value for their customers. A comprehensive analytical model with a fourstepapproach is presented and applied in the field of financial services. In a firststep, the main customer value drivers are identified...

In this paper we bring together two worlds that are usually strictly separated in research: leadership and customers. Until now leadership research has concentrated particularly on internal organizational processes, whereas customers were analyzed preferably in the context of marketing and...

The research topics HRM and customer involvement are usually investigated separately.On the one hand, research shows that the spectrum of roles and functions ofcustomers as key company stakeholders has changed dramatically in the last fewyears. In service companies, now more than ever, customers...