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Managing business-to-business relationships under conditions of employee attrition: A transparency approach
Stockholm University, Faculty of Social Sciences, Stockholm Business School, Marketing.
Stockholm University, Faculty of Social Sciences, Stockholm Business School, Marketing.
2016 (English)In: Industrial Marketing Management, ISSN 0019-8501, E-ISSN 1873-2062, Vol. 56, 143-155 p.Article in journal (Refereed) Published
Abstract [en]

Client-contact employee attrition can negatively affect client-supplier relationships, a problem all the more obvious within the knowledge-intensive service industry in which the untimely loss of employees adversely affects client relationships. From the client's perspective, employee attrition increases uncertainty over the perceived quality of service and results in the loss of valuable tacit knowledge from the provider. Drawing on case study materials, this paper seeks to develop a framework for understanding how firms can successfully manage client relationships despite threats of employee attrition. This paper suggests that relationship transparency based on the active transfer of information, knowledge retention and sharing, the implementation of succession plans, and timely intervention by the management, can reduce clients' perceived uncertainty, thereby fortifying a trusted relationship with their provider. This study offers a transparency-based conceptual framework that contributes to the business-to-business relationship literature within the knowledge-intensive service industry and discusses managerial implications.

Place, publisher, year, edition, pages
2016. Vol. 56, 143-155 p.
Keyword [en]
Knowledge-intensive services, Employee attrition, Relationship transparency, Knowledge codification, Succession plans
National Category
Business Administration
Research subject
Business Administration
URN: urn:nbn:se:su:diva-94124DOI: 10.1016/j.indmarman.2016.01.002ISI: 000380414700014OAI: diva2:651733
Available from: 2013-09-27 Created: 2013-09-27 Last updated: 2016-09-05Bibliographically approved

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