Key contact employee turnover impact on business-to-business customer relationship management: the vendor firms? perspective [permalink]

In business-to-business area, relationships are usually occurred between
customers with the vendor firms as well as with key contact employee that represent
the firms. In many cases. the relationship between the customers and the key contact
employees tend to be much closer than the relationship with the vendor firms. Thus.
if these key contact employees resigned or no longer working in the vendor firm, the
relationship between the customers and the vendor firm will be vulnerable and there
are tendency that the customers will shift or terminate the relationship with the
vendor firms.
There are two types of primary data that are gathered and examined in this
report. The author has examined how important is the role of key contact employee in
bridging the relationship with the vendor firms, and what are the business-to-business
customers in Indonesia concern in event of key contact employee turnover in the
vendor firm. While from the vendor firms? point of view, the author has examined
how vendor firms in Indonesia perceived the importance of the key contact
employees, the strategies that can be done to lessen the relationship vulnerability with
the employees, and the strategies that can be taken to retain the key contact
employees? knowledge in case the firms cannot retain the employees.

Author
• (34401016) MICHAEL HENDRO

Contributor
• (98-037) Ricky
• (96-010) Richard Von Llewelyn

Publisher
Universitas Kristen Petra

Year : 2005

Subject
1. PERSONNEL MANAGEMENT
2. CUSTOMER RELATIONS

Keyword
key contact employee management, business-to-business customer relationship management

Category
s1 - Skripsi/Undergraduate Thesis (International Business Management)

Language
Indonesian

Rights
Final Assignment Report No. 00040056/MAN/2005; Michael Hendro (34401016)
The resource(s) is/are owned by the Creator/Contributor.Reproduction & distribution for non-commercial purposes is permitted provided that the credit for the Creator/Contributor and the source are explicitly stated,and no alteration are made

FILE(s)

1. jiunkpe-ns-s1-2005-34401016-2281-key_contact-cover.pdf (17.71 MB) - [permalink]

2. jiunkpe-ns-s1-2005-34401016-2281-key_contact-abstract_toc.pdf (65.94 kB) - [permalink]