Sales force automation refers to the automation of sales activities within an organization. Depending on the context, SFA may refer to the concept, the tools or the system. Because the literature refers to the importance of customer value creation and competitive advantage in considering SFA,...

Customer Relationship Management (CRM) is a relatively new concept that has as its focus a customer centric business culture. More recently its focus has been on the need for the firm to tap into social community networks as a means of developing and managing relationships with customers. Whilst...

This paper presents some significant empirical findings about the role of switching cost and alternative attractiveness in developing the long-term relationship between the client and the service-provider in personal financial planning services. Considering switching costs and alternative...

This paper sets out to consider the scale and scope of the value relationship functions of trading partners and of their connected relationships created in a cross-cultural framework. Using a previously-developed framework of relationship and network functions the paper presents the findings...

This paper makes a detailed comparison of two major financial services in Singapore: life insurance and stockbrokerage. Relationships of perceptions and expectations of service quality, mean service adequacy (MSA) and mean service superiority (MSS) with service satisfaction and loyalty are...