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Bang (Hrsg.) Nguyen

The Dark Side of CRM

Customers, Relationships and Management

Ebook (EPUB Format)

Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm's profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These n… Mehr

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Produktdetails


Weitere Autoren: Simkin, Lyndon (Hrsg.) / Canhoto, Ana Isabel (Hrsg.)
  • ISBN: 978-1-317-62199-7
  • EAN: 9781317621997
  • Produktnummer: 19572610
  • Verlag: Taylor & Francis Ltd.
  • Sprache: Englisch
  • Erscheinungsjahr: 2015
  • Seitenangabe: 322 S.
  • Plattform: EPUB
  • Abbildungen: 17 schwarz-weiße Abbildungen, 17 schwarz-weiße Zeichnungen, 13 schwarz-weiße Tabellen

Über den Autor


Bang Nguyen, PhD, is a faculty member in the Marketing Department at the East China University of Science and Technology (ECUST), School of Business, China.Lyndon Simkin, PhD, is Executive Director of the Centre for Business in Society and Professor of Strategic Marketing at the Univesity of Coventry.Ana Isabel Canhoto, PhD, is a Principal Lecturer in Marketing at Oxford Brookes University, UK and the Alf Mizzi Chair in Digital Marketing at the University of Malta.

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