Purpose – The purpose of this paper is to establish a conceptual as well as an empirical link between retail banks’ activities to protect their customers from third‐party fraud, the quality of customer relationships, and customer loyalty. Design/methodology/approach – A conceptual...

Purpose – The paper seeks to analyse and discuss the impact of information technology competence and relationship management on relationship value and relationship profitability. Design/methodology/approach – The paper draws on an empirical study of 123 relationships. The data are analysed...

Purpose – The purpose of this article is to investigate the supplier's view on supplier‐initiated relationship dissolution due to lack of customer profitability. Design/methodology/approach – The research is focused on inter‐organisational buyer‐seller relationships. An exploratory...

Purpose – The purpose of this paper is to present a model that retailers engaged in e‐commerce (e‐tailers) can use for determining the optimal mix of customer segments within a customer portfolio from an integrated risk and return perspective. Design/methodology/approach – Portfolio...

Kann man den Wissensmanagement-Herausforderungen, welche die Informations- und Wissensgesellschaft an den Einzelnen und die Unternehmen stellt, mit einem Jahrhunderte alten Konzept erfolgsversprechend begegnen? Communities sind aus Sicht vieler Experten der Schlüssel zum Wissensmanagement....