A number of authors acknowledge the academic and corporate significance of being able to measure relationships and their quality (Naudé and Buttle 1999; Buttle 1996, 1997; Anton 1994; Copulsky & Wolfe 1990; Grönroos 1991). The authors are currently pursuing such work, and herein present findings from two...

Purpose – This paper seeks to explore customer‐perceived relationship quality in a B2B setting, and to propose a conceptual model for this construct. Design/methodology/approach – An instrumental single case study design is adopted, and Eisenhardt's case study method for theory development...

This book provides an as yet unavailable tool, the Stakeholder Balance Sheet, enabling managers within any organisation to unlock the DNA of the market place in which they operate and to measure their effectiveness in understanding their markets and all the key stakeholders operating within...