What drives customer Re-engagement? The foundational role of the sales-service interplay in episodic value co-creation
Abstract
null null As existing business-to-business value co-creation (VCC) contracts approach their planned expiration, customers evaluate incumbent suppliers when forming their decisions to re-engage or defect. During this late stage of VCC, supplier sales and service personnel perform unique activities to support one another and foster VCC re-engagement. To investigate this sales-service interplay, the authors employ an exploratory inquiry consisting...
Paper Details
Title
What drives customer Re-engagement? The foundational role of the sales-service interplay in episodic value co-creation
Published Date
Jan 1, 2020
Volume
84
Pages
271 - 286
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