| Description |
1 online resource (323 pages) |
| Contents |
Cover ; Half Title ; Title Page ; Copyright Page ; Dedication ; Table of Contents ; List of illustrations ; Contributors ; Part I: Introduction ; 1. Introduction ; 1 Introduction; 2 The dark side of CRM: customers, relationships and management; 3 Target market and readership; 4 Content of The Dark Side of CRM ; 5 Conclusion; References; Part II: Customers ; 2. CRM and customer management: Identifying and confronting dark side behaviours ; 1 Introduction; 2 Route map; 3 CRM and the state of the art in research of the dark side; 4 New research directions |
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5 Practising marketing -- a case study: exploitation of customers 6 Further investigation; Note; References; 3. Perceptions of fairness and unfairness ; 1 Introduction; 2 Route map: perceptions of fairness and unfairness; 3 State of the art in research on unfairness; 4 New research directions; 5 Practising marketing -- the case of targeted promotion ; 6 Further investigation; References; 4. CRM and social media ; 1 Introduction; 2 Route map; 3 Defining social CRM; 4 The state of the art of social CRM; 5 New research directions; 6 Practising marketing -- case study ; 7 Further investigation |
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7. Opportunism, transparency, manipulation, deception and exploitation of customers' vulnerabilities in CRM 1 Introduction; 2 Route map; 3 State of the art in opportunism, transparency, manipulation, deception and exploitation of customers' vulnerabilities and weaknesses . ; 4 New research directions; 5 Practising marketing -- a case study: CRM and ethical dilemmas in the food industry ; 6 Further investigation; Note; References; 8. The dark side of business relationships: An overview ; 1 Introduction; 2 Route map; 3 State of the art in research on business relationships |
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4 New research directions5 Practising marketing -- a case study: two faces of the B2B relationship (the UAE-UK relationship) ; 6 Further investigation; References; 9. The dark side of CRM: Brand relationships and violent extremist organisations ; 1 Introduction; 2 Route map; 3 State of the art in consumer-brand relationships; 4 New research directions; 5 Practising marketing -- a case study ; 6 Further investigation; Note; References; Part IV: Management ; 10. The right marketing to the wrong customers?: Rethinking conventional CRM strategies ; 1 Introduction; 2 Route map |
| Bibliography |
References5. Negative word-of-mouth, misbehaviour and revenge ; 1 Introduction; 2 Route map; 3 State of the art in negative WOM, misbehaviour and revenge behaviours; 4 New research directions; 5 Practising marketing-a case study ; 6 Further investigation; References; Part III: Relationships ; 6. Good versus bad relationship framework ; 1 Introduction; 2 Route map; 3 State of the art in good versus bad relationships; 4 New research directions; 5 Practising marketing-a case study ; 6 Further investigation; References |
| Notes |
3 State of the art in CRM strategies |
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Print version record |
| Form |
Electronic book
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| Author |
Simkin, Lyndon
|
|
Canhoto, Ana Isabel
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| ISBN |
9781315753737 |
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1315753731 |
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