Customer Loyalty to Whom? Managing the Benefits and Risks of Salesperson-Owned Loyalty

Palmatier, Robert W., Lisa K. Scheer and Jan-Benedict E.M. Steenkamp (2007), "Customer Loyalty to Whom? Managing the Benefits and Risks of Salesperson-Owned Loyalty,"  Journal of Marketing Research, 44 (2), 185-199.  (Featured in the May 1, 2007, Marketing News and the June 2007 Marketing Thought Leaders Newsletter, both of which are published by the American Marketing Association.)