Relationship management is a key to

Relationship management is a key to success in business-tobusiness
(B2B) markets and can involve extensive interactions
between employees and customers (Barnes, 1997; Weitz & Bradford,
1999). Maintaining a positive disposition among employees, in other
words managing their attitude towards the company and maintaining
a positive internal reputation, is consequently important (Cannon &
Perreault, 1999). For example, a negative employee view of corporate
reputation will lead to employee dissatisfaction and turnover (Davies,
Chun, daSilva, & Roper 2003). A key contact employee's leaving can be
a catalyst for the customer to re-evaluate its relationship with the firm
(Anderson & Robertson 1995; Duboff & Heaton 1999) making that
relationship vulnerable (Bendapudi & Leone, 2002).