The research goal of this study is to determine how knowledge sharing among members of
firms' collaboration affects customer relationship management (CRM) profitability …

CRM has been widely regarded as a company activity related to developing and retaining
customers through increased satisfaction and loyalty. IT-based CRM systems have been …

Purpose A community of practice (CoP) is believed to be a driver for knowledge creation but
it can hinder knowledge sharing across boundaries. Drawing on social cognitive theory, this …

An increasing interest in relationship marketing (RM) has occurred recently. RM has been
presented as a strategic response to firms in the attainment of competitive advantages …

This article develops and demonstrates the utility of a framework for understanding
professionals' reactions to strategic change in professional service firms as an interplay …

Purpose The purpose of this paper is to explore what value dimensions and related value
components are highlighted in the value proposition of knowledge-intensive business …

Building long-term and close customer relationships is an ever-salient function in business-
to-business organisations and, especially, in expert organisations where high levels of trust …

Knowledge-intensive business services (KIBS) such as management consulting, research
and development, and IT outsourcing, have become a key component of most industrialized …

This article is based on a case study of a professional service organisation in the field of
business-to-business education and consultancy services. This study contributes by …

Purpose–The purpose of this paper is to develop an inventory of behaviours and attitudes
expected of English language teaching (ELT) professionals in a services context …