Little, VictoriaMotion, JudyBrodie, Roderick J.Brookes, Richard2008-10-222008-10-222006Little, V., Motion, J., Brodie, R. & Brookes, R. (2006). Turning marketing promises into business value: The experience of an industrial SME. University of Auckland Business Review, 8(1), 25-36.1174-9946https://hdl.handle.net/10289/1112The article studies the value that businesses should have for their customers and shareholders. It explains how to develop such value to meet or exceed customer's expectations through the application of the promise framework. The promise model includes promises made to customers, promises kept, and promises that involve a synchronized effort from the whole firm to create and deliver value to customers.application/pdfenThis article has been published in the journal, University of Auckland Business Review, 2006.customer relationsindustrial managementcustomer servicesstockholdersconsumer satisfactionJournal Article