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Governance and customer value creation in business solutions

Volume: 35, Issue: 6, Pages: 1089 - 1098
Published: Mar 18, 2020
Abstract
Purpose This paper aims to consider the impact of contractual and normative governance mechanisms on recommendation intent in a context of healthcare and professional lighting where repeat business from a customer is absent. The authors suggest both contractual and normative governance can create recommendation intent, but only when sufficient customer value is created. Design/methodology/approach The authors draw on a combination of survey and...
Paper Details
Title
Governance and customer value creation in business solutions
Published Date
Mar 18, 2020
Volume
35
Issue
6
Pages
1089 - 1098
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