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Types of Customer Relations
Characteristics of Customer Relationships
Front people
Miscellaneous
100
Type of CR that includes the highest level of loyalty and information sharing
Bilateral
100
Organization frequently checks in with customers to make sure all their needs are being met
Primary Characteristic
100
Stage in which the impact of front people is the highest
Build up stage
100
An Interpersonal exchange theory that is positively related to the quality of information and the adaptation between buyers and customers
Social exchange theory
200
Customer relationship that focuses on practical, non long-term relationship building
Recurrent
200
Another name for a secondary characteristic where there is very little positive contact Caretaker
Caretaker Characteristic
200
Happens when front people leave an organization because of the impact they had on their customers
Nonimitability
200
Nonimitability results when a representative leaves a company because of these factors
Trust and the extend to which the representative has already been "tailored" to the customer's need
300
Relationship in which the supplier is less willing to adapt or be flexible with dealing with the customer
Dominant
300
There is less positive contact but no service failures
Orphan Characteristic
300
Three factors that contribute to successful client-customer relationships
1. Trust 2. Positive quality interactions 3. Client's adaptability to customer's needs
300
Knowledge and trust in a relationship with a client increases the efficiency of making decisions because of this theory
Uncertainty reduction Theory
400
A relationship between a customer and a client at an "arms-lenght basis" that will eventually dissolve
Discrete
400
Characteristic that fits perfectly with a bilateral type of customer relationship
Primary Characteristic
400
Three relationship stages in which front people have an impact
Build up stage, maturity stage, and decline stage
400
Refers to customer's perception that the sales person willingly shares information and is flexible and adaptive to the customer's needs
Customer orientation