Purpose – The aim of this paper is to identify the effects of business cycles on industrial business‐to‐business relationships within extremely volatile industries. Design/methodology/approach – The paper is an in‐depth case study on Outotec plc, a leading provider of technologies for...

Purpose – The purpose of this paper is to examine the role of personal interaction in customer relationship management in the project business. The research question addressed is: How is personal interaction intertwined with the management of customer relationships in the project business?...