Customer management and CRM: addressing the dark side
暂无分享,去创建一个
Pennie Frow | Ian Wilkinson | Louise Young | Adrian Payne | Louise Young | I. Wilkinson | A. Payne | Pennie Frow
[1] G. Lakoff,et al. Metaphors We Live By , 1980 .
[2] P. Doyle. Marketing in the new millennium , 1995 .
[3] George S. Day,et al. Capabilities for forging customer relationships , 2000 .
[4] R. Winer. A Framework for Customer Relationship Management , 2001 .
[5] G. Zaltman,et al. Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations , 1992 .
[6] Jagdish Sheth,et al. Does Marketing Need Reform? , 2005 .
[7] Gail J. McGovern,et al. Companies and the customers who hate them. , 2007, Harvard business review.
[8] York P. Freund. Critical success factors , 1988 .
[9] T. Ambler,et al. The Dark Side of Long-Term Relationships in Marketing Services , 1999 .
[10] Erin Anderson,et al. The Dark Side of Close Relationships , 2005 .
[11] A. Croteau,et al. Critical Success Factors of CRM Technological Initiatives , 2009 .
[12] Joe Peppard,et al. Chapter 2 – A strategic framework for CRM , 2003 .
[13] L. Harris,et al. Jaycustomer behavior: an exploration of types and motives in the hospitality industry , 2004 .
[14] Subhash Sharma,et al. The Role of Relational Information Processes and Technology Use in Customer Relationship Management , 2005 .
[15] J. Turow,et al. Open to Exploitation: America's Shoppers Online and Offline , 2005 .
[16] Young-Gul Kim,et al. A CRM performance measurement framework: Its development process and application , 2009 .
[17] C. Grönroos. From Scientific Management to Service Management , 1994 .
[18] E. Gummesson. Practical value of adequate marketing management theory , 2002 .
[19] Francis Buttle,et al. Customer relationship management in practice – A qualitative study , 2001 .
[20] L. Harris,et al. Deviant Customer Behavior: An Exploration of Frontline Employee Tactics , 2006 .
[21] Pushkala Raman,et al. Leveraging CRM for Sales: The Role of Organizational Capabilities in Successful CRM Implementation , 2006 .
[22] Christian Grönroos,et al. Service Management: A Management Focus for Service Competition , 1990 .
[23] Emmanuel Okechukwu Ogbonna,et al. Exploring Service Sabotage , 2002 .
[24] R. Staelin,et al. A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls, and Where to Go , 2005 .
[25] L. Harris,et al. The Consequences of Dysfunctional Customer Behavior , 2003 .
[26] Martin Christopher,et al. Relationship Marketing: Bringing Quality, Customer Service and Marketing Together , 1993 .
[27] E. Gummesson. Making Relationship Marketing Operational , 1994 .
[28] Raymond Liu,et al. Strategy, technology and organisational alignment: Key components of CRM success , 2005 .
[29] C. Tynan,et al. The Utility of the Relationship Metaphor in Consumer Markets: A Critical Evaluation , 1999 .
[30] Darrell K. Rigby,et al. CRM done right. , 2004, Harvard business review.
[31] C. Lovelock. Product Plus: How Product + Service = Competitive Advantage , 1993 .
[32] A. Payne,et al. Customer Relationship Management: from Strategy to Implementation , 2006 .
[33] George A. Akerlof. The Market for “Lemons”: Quality Uncertainty and the Market Mechanism , 1970 .
[34] Wesley J. Johnston,et al. Customer Relationship Management Implementation Gaps , 2004 .
[35] A. Payne,et al. Customer Relationship Management: A Strategic Perspective , 2009 .
[36] Girish N. Punj,et al. Repercussions of promoting an ideology of consumption: consumer misbehavior , 2004 .
[37] Tasadduq A. Shervani,et al. Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing , 1999 .
[38] D. Zwick,et al. Whose Identity Is It Anyway? Consumer Representation in the Age of Database Marketing , 2004 .
[39] B. Nguyen. The dark side of customer relationship management: Exploring the underlying reasons for pitfalls, exploitation and unfairness , 2012 .
[40] Albert Caruana,et al. Anomia and deviant behaviour in marketing: some preliminary evidence , 2001 .
[41] M. Stone,et al. What makes for CRM system success — Or failure? , 2008 .
[42] Tore Strandvik,et al. Stress in business relationships , 2005 .
[43] C. Tynan. Metaphors and marketing: Some Uses and Abuses , 2008 .
[44] Hairong Li,et al. Forced Exposure and Psychological Reactance: Antecedents and Consequences of the Perceived Intrusiveness of Pop-Up Ads , 2002 .
[45] S. Grabner-Kraeuter,et al. Performance Monitoring of CRM Initiatives , 2007, 2007 40th Annual Hawaii International Conference on System Sciences (HICSS'07).
[46] P. Danaher,et al. Implementing a customer relationship strategy: The asymmetric impact of poor versus excellent execution , 2000 .
[47] A. Payne,et al. A Strategic Framework for Customer Relationship Management , 2005 .
[48] Sergios Dimitriadis,et al. Integrated customer relationship management for service activities , 2008 .
[49] Wayne D. Hoyer,et al. The Customer Relationship Management Process: Its Measurement and Impact on Performance , 2004 .