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Renström, Helena
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Publications (5 of 5) Show all publications
Renström, H. (2014). We didn’t see it coming!: Managerial challenges in silently fading processes. International Journal of Bank Marketing, 32(6), 534-550
Open this publication in new window or tab >>We didn’t see it coming!: Managerial challenges in silently fading processes
2014 (English)In: International Journal of Bank Marketing, ISSN 0265-2323, E-ISSN 1758-5937, Vol. 32, no 6, p. 534-550Article in journal (Refereed) Published
Abstract [en]

Purpose– The purpose of this paper is to understand “silent” processes, where the relationship fades away for no obvious reason, and to outline a few managerial challenges related to a passive engagement style in the relationship. Design/methodology/approach– This paper uses an exploratory approach where 42 interviews were screened, resulting in eight semi-structured interviews that were used describing silent fading relationships. The interviews represent four relationship dyads between financial advisors and their customers in a private banking setting (wealth management). Findings– The paper outlines the relationship roots, the process dynamics, and the reasons behind fading in the relationships. It emphasizes the problems with implicit expectations from both parties in the relationship and suggests that more focus should be put on defining the relationship from the start. The absence of interaction and dialogue is problematic. If the parties in the relationship are able to communicate constructively during an unstable phase in the relationship, there is a better chance that the relationship will survive. Research limitations/implications– Since no attempts are made to generalize the knowledge retrieved, the number of fading relationships categorized must not be seen as representative for a general tendency. Practical implications– The paper offers several managerial challenges when it comes to understanding the management of silently fading relationships, e.g. managing mismatching expectations, defining and re-defining the relationship, constructive dialogue, gaining service encounter information, and the need for finding the right level of commitment in the relationship. Originality/value– This paper discusses several concepts that are highly interesting for research related to relationship dynamics. Most studies have focussed on active decisions in relationships, whereas this paper focusses on passive and inactive decisions. It also offers empirical insights, which are scarce in the area.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2014
Keywords
Services marketing, Financial services, Customer relationships, Ending, Fading, Process dynamics
National Category
Business Administration
Research subject
Business Studies
Identifiers
urn:nbn:se:umu:diva-94714 (URN)10.1108/IJBM-01-2014-0008 (DOI)
Available from: 2014-10-15 Created: 2014-10-15 Last updated: 2018-06-07Bibliographically approved
Isberg, S., Roth, P. & Renström, H. (2013). Dysfunctional employee behavior: exploring side effects of performance measurement systems. In: : . Paper presented at QUIS13.
Open this publication in new window or tab >>Dysfunctional employee behavior: exploring side effects of performance measurement systems
2013 (English)Conference paper, Oral presentation with published abstract (Refereed)
National Category
Economics and Business
Identifiers
urn:nbn:se:umu:diva-83717 (URN)
Conference
QUIS13
Available from: 2013-12-05 Created: 2013-12-05 Last updated: 2018-06-08Bibliographically approved
Blomquist, T., Isberg, S. & Renström, H. (2013). Interactive recycling: Service innovation in a green cluster. In: George Tesar, Jan Bodin (Ed.), Marketing management in geographically remote industrial clusters: Implications for business-to-consumer marketing (pp. 213-227). Singapore: World Scientific
Open this publication in new window or tab >>Interactive recycling: Service innovation in a green cluster
2013 (English)In: Marketing management in geographically remote industrial clusters: Implications for business-to-consumer marketing / [ed] George Tesar, Jan Bodin, Singapore: World Scientific, 2013, p. 213-227Chapter in book (Refereed)
Place, publisher, year, edition, pages
Singapore: World Scientific, 2013
National Category
Business Administration
Research subject
Business Studies
Identifiers
urn:nbn:se:umu:diva-74460 (URN)9789814383059 (ISBN)
Funder
Vinnova
Available from: 2013-06-28 Created: 2013-06-28 Last updated: 2018-06-08Bibliographically approved
Renström, H. & Johansson, M. (2013). Sleeping with the Enemy?: The Delicate Art of Managing Different Roles at Ericsson's Purchasing Unit (7ed.). In: David Jobber and Fiona Ellis-Chadwick (Ed.), Principles and Practice of Marketing: (pp. 182-184). Berkshire: McGraw-Hill
Open this publication in new window or tab >>Sleeping with the Enemy?: The Delicate Art of Managing Different Roles at Ericsson's Purchasing Unit
2013 (English)In: Principles and Practice of Marketing / [ed] David Jobber and Fiona Ellis-Chadwick, Berkshire: McGraw-Hill, 2013, 7, p. 182-184Chapter in book (Other academic)
Place, publisher, year, edition, pages
Berkshire: McGraw-Hill, 2013 Edition: 7
Keywords
marketing
National Category
Social Sciences
Research subject
Business Studies
Identifiers
urn:nbn:se:umu:diva-80174 (URN)ISBN-13 9780077140007 (ISBN)ISBN-10 0077140001 (ISBN)
Available from: 2013-09-10 Created: 2013-09-10 Last updated: 2018-06-08Bibliographically approved
Åkerlund, H. (2005). Facing customer relationships in professional services. Managing Service Quality, 15(1), 156-171
Open this publication in new window or tab >>Facing customer relationships in professional services
2005 (English)In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 15, no 1, p. 156-171Article in journal (Refereed) Published
Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2005
National Category
Business Administration
Research subject
Business Studies
Identifiers
urn:nbn:se:umu:diva-50360 (URN)
Available from: 2011-12-06 Created: 2011-12-06 Last updated: 2018-06-08
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