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    Enhancing customer service and organizational learning through qualitative research

    Trim, Peter R.J. and Lee, Yang-Im (2004) Enhancing customer service and organizational learning through qualitative research. Qualitative Market Research: An International Journal 7 (4), pp. 284-292. ISSN 1352-2752.

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    In order to develop a sustainable competitive advantage in the knowledge based economy, senior managers need to ensure that customer relationship management is placed within a clearly defined organizational culture that embraces organizational learning. Senior managers are required to exhibit a proactive approach to leadership that results in creative solutions being found to solve complex problems. Open communication reinforces the decision‐making process and allows mutually based partnership arrangements to develop. This being the case, the network approach to business development can be viewed, as collectivist in orientation and this should allow partnership arrangements to be developed through time.


    Item Type: Article
    School: Birkbeck Faculties and Schools > Faculty of Business and Law > Birkbeck Business School
    Depositing User: Sarah Hall
    Date Deposited: 18 Jan 2021 17:26
    Last Modified: 02 Aug 2023 18:07


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