Relationship Value Management: Exploring the Integration of Employee, Customer and Shareholder Value and Enterprise Performance Models

Autor:	Adrian Payne, Pennie Frow, Sue Holt
Rok vydání:	2001
Předmět:	Marketing Knowledge management business.industry Strategy and Management Enterprise value Service–profit chain Customer lifetime value Business value Shareholder value Value network Business Value (mathematics) Relationship marketing
Zdroj:	Journal of Marketing Management. 17:785-817
ISSN:	1472-1376 0267-257X
Popis:	Value as a theme in the relationship marketing literature is gaining increasing attention. In particular, the synthesis of value concepts with a multi-stakeholder approach to relationship marketing has been the subject of recent interest. Building on earlier work, this article explores how key elements of relationship value can be integrated through a focus on three key stakeholder groups: employees, customers and shareholders. The linkages between employee value, customer value and shareholder value, including the research on the service-profit chain, are explored. The paper also explores the extent to which linkage models or enterprise performance models, which integrate these components of value, have been adopted by organisations. Two case studies are used to illustrate the practical application by organisations seeking to develop enterprise performance models.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::c90486bf4a96ba1070cec9700ce36ac7 https://doi.org/10.1362/026725701323366827 Zobrazit plný text záznamu Plný text ve formátu PDF