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Relationship Value Management: Exploring the Integration of Employee, Customer and Shareholder Value and Enterprise Performance Models

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Abstract:

Value as a theme in the relationship marketing literature is gaining increasing attention. In particular, the synthesis of value concepts with a multi-stakeholder approach to relationship marketing has been the subject of recent interest. Building on earlier work, this article explores how key elements of relationship value can be integrated through a focus on three key stakeholder groups: employees, customers and shareholders. The linkages between employee value, customer value and shareholder value, including the research on the service-profit chain, are explored. The paper also explores the extent to which linkage models or enterprise performance models, which integrate these components of value, have been adopted by organisations. Two case studies are used to illustrate the practical application by organisations seeking to develop enterprise performance models.

Keywords: CUSTOMER VALUE; EMPLOYEE VALUE; ENTERPRISE PERFORMANCE MODELS; LINKAGE MODELS; RELATIONSHIP VALUE; SERVICE-PROFIT CHAIN; SHAREHOLDER VALUE

Document Type: Research Article

DOI: http://dx.doi.org/10.1362/026725701323366827

Publication date: August 1, 2001

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