The Dark Side of CRM: Customers, Relationships and Management

by Ana Isabel Canhoto and Lyndon Simkin

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...

• Format: Paperback
• Language: English
• ISBN: 1138803324
• ISBN13: 9781138803329
• Release Date: September 2015
• Publisher: Routledge
• Length: 304 Pages
• Weight: 1.00 lbs.
• Dimensions: 0.7" x 6.0" x 8.9"