TY  - JOUR
AB  - 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.
VL  - 7
IS  - 4
SN  - 1352-2752
DO  - 10.1108/13522750410557094
UR  - https://doi.org/10.1108/13522750410557094
AU  - Trim Peter R.J.
AU  - Lee Yang‐Im
PY  - 2004
Y1  - 2004/01/01
TI  - Enhancing customer service and organizational learning through qualitative research
T2  - Qualitative Market Research: An International Journal
PB  - Emerald Group Publishing Limited
SP  - 284
EP  - 292
Y2  - 2024/09/20
ER  -