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http://hdl.handle.net/11144/365
Título: | PKM: A pendulum for consultative-relational selling |
Autor: | Pinheiro, Aureliano João Branco Costa, Gonçalo Jorge Morais da Silva, Nuno Sotero Alves da |
Palavras-chave: | Personal knowledge management (PKM) pendulum consultative-relational selling trust ethical behaviour and empirical evidences |
Data: | 2011 |
Editora: | Universidade Lusíada |
Citação: | Pinheiro, Aureliano, Costa, Gonçalo e Silva, Nuno (2011). PKM: A pendulum for consultative-relational selling. In R. Silva e E. Tomé (Eds.), MSKE 2011 (pp. 617-625). Vila Nova de Famalicão: Universidade Lusíada de Vila Nova de Famalicão. |
Resumo: | Marketing and knowledge management convergence is a key trend of 21st century competitive business environment, in which, key account managers play an important strategic organisational role due to their blended expertise: technical (organisational and personal knowledge) and relational (trust and ethical behaviour). Although it remains a mystery how their personal knowledge is a key assumption for achieving long term results with customers, namely in consultative-relational selling. This manuscript aims to explore the importance of personal knowledge management in consultative-relational selling (pendulum), and to promote a plausible justification the authors will shed some light over Aureliano Pinheiro MPhil research project (consultative-relational selling influence over customer loyalty in Portuguese luxury hotels and resorts). Thus, the paper recognizes seven sections: research project (aims and objectives, as well as, framing the discussion); case study (an overview, role of theory and role of researcher); customer loyalty (concept and the bond to selling); consultative sale (concept, technical issues and relational issues); relational selling (concept, trust and ethical behaviour); personal knowledge management; pendulum; a metaphorical discussion (the pendulum metaphor and empirical evidences). |
Revisão por Pares: | yes |
URI: | http://hdl.handle.net/11144/365 |
Aparece nas colecções: | BUAL - Comunicações em conferências DCEE - Comunicações em conferências |
Ficheiros deste registo:
Ficheiro | Descrição | Tamanho | Formato | |
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Conferências_11.pdf | 216,51 kB | Adobe PDF | Ver/Abrir |
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