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Relationship Ending In The Concept Of Customer Relationship Management

Author

Listed:
  • Ewa Hajduk-Kasprowic

    (Research Project Manager in ThinkTank Centre for Dialogue and Analysis in Warsaw)

  • Lech Niezurawski

    (Finances and Management Faculty, the Higher Banking School in Torun)

Abstract

The paper discusses the problems of fading and ending of business relationships in the sphere of professional services i.e. the phase of a relationship dissolution resulting from a client’s or a firm’s decision to end it. This phase includes, among others, determining the causes of the relationship dissolution and drawing conclusions for the future in order to prevent losing the most lucrative clients. Both in theory and in practice, relationship ending is perceived as something stretched in time i.e. consisting of numerous stages and influenced by numerous factors and events. The aim of the present paper is an analysis of the modern literature on the causes and mechanisms of business relationships termination in the sphere of professional services as well as indicating some possibilities of a more effective and efficient management of these relations.

Suggested Citation

  • Ewa Hajduk-Kasprowic & Lech Niezurawski, 2015. "Relationship Ending In The Concept Of Customer Relationship Management," OLSZTYN ECONOMIC JOURNAL, University of Warmia and Mazury in Olsztyn, Faculty of Economic Sciences, vol. 10(2), pages 103-113, May.
    • Handle: RePEc:ole:journl:v:10:y:2015:i:2:p:103-113
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    File URL: http://www.uwm.edu.pl/wne/podstrony/oej1/wydania/eko10_15_2.pdf
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    More about this item

    Keywords

    relationship ending; customer relationship management – CRM; professional services;
    All these keywords.

    JEL classification:

    • A1 - General Economics and Teaching - - General Economics
    • E0 - Macroeconomics and Monetary Economics - - General

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