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ABSTRACTThe purpose of this study is to provide a more thorough assessment of the link between existing knowledge and organizational performance than currently exists in the literature. We identify factors and processes influential in the management of existing knowledge within the areas of learning culture, knowledge building, and organizational performance. Through structural equation modeling, a more thorough examination is given of the role existing knowledge plays in new product performance and innovativeness. In completing this task, we provide insight into the subprocesses of knowledge building by evaluating the influence of shared interpretation and two aspects of information acquisition—efficiency and degree of innovativeness of newly acquired information—on new product development (NPD) outcomes. Included in the examination of these processes are organizational culture and structure characteristics believed to influence knowledge management success.

Despite its often controversial and philosophically divisive nature, preferential treatment of customers holds the potential to contribute to important relational outcomes valued by firms. In this study, sampled customers (n = 2,461) of a national upscale department store chain representing recipients of three different levels of preferential treatment are tested. While controlling for individual customer characteristics, higher levels of preferential treatment are shown to positively influence relationship commitment, increased purchases, share of customer, word of mouth, and customer feedback. This study fills a major services marketing research gap by assessing the favorable effects of higher levels of preferential treatment as a relationship marketing strategy.

Successful exchange relationships between organizations and their various partners in those exchanges - suppliers, customers, employees, or a wide variety of other types of exchange partners - have become critical to the overall success of organizations in an economy that is increasingly global, hypercompetitive, and evolutionary. This Handbook describes the emergence of relationship marketing as an area of increasing interest, and outlines its potential and future development as a key tool for businesses. Relationship marketing is an approach to increase long-term profitability through loyal customers. With increased customer retention, fewer resources need to be invested in acquiring new customers and marketing costs go down. The Handbook of Relationship Marketing brings together contributions from some of the leading figures in the field to analyze the role of marketing with suppliers and customers, as well as internal and lateral partners. The Handbook will appeal to scholars and students of marketing and business. It will also be a useful resource for practitioners looking to exploit relationship marketing for better customer retention