CRM and customer management : identifying and confronting dark side behaviours

Pennie Frow; Adrian Payne; Ian Wilkinson; Louise Young

CRM and customer management : identifying and confronting dark side behaviours

Pennie Frow, Adrian Payne, Ian Wilkinson, Louise Young

Western Sydney University

Research output: Chapter in Book / Conference Paper › Chapter

Abstract

In this chapter, we focus on customer management activity that can damage customer relationships and knowingly or deliberately exploit customers. We conceptualise this as the dark side of customer management, including RM and CRM. While our focus is on service provider dark side behaviour in the business-to consumer sector, we consider many aspects are also relevant in business-to-business contexts.

Original language	English
Title of host publication	Dark Side of CRM: Customers, Relationships and Management
Editors	Bang Nguyen, Lyndon Simkin, Ana I. Canhoto
Place of Publication	U.K.
Publisher	Routledge
Pages	21-38
Number of pages	18
ISBN (Electronic)	9781315753737
ISBN (Print)	9781138803312
Publication status	Published - 2016

Keywords

customer relations
management
relationship marketing

Cite this

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title = "CRM and customer management : identifying and confronting dark side behaviours",

abstract = "In this chapter, we focus on customer management activity that can damage customer relationships and knowingly or deliberately exploit customers. We conceptualise this as the dark side of customer management, including RM and CRM. While our focus is on service provider dark side behaviour in the business-to consumer sector, we consider many aspects are also relevant in business-to-business contexts.",

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author = "Pennie Frow and Adrian Payne and Ian Wilkinson and Louise Young",

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AU - Payne, Adrian

AU - Wilkinson, Ian

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AB - In this chapter, we focus on customer management activity that can damage customer relationships and knowingly or deliberately exploit customers. We conceptualise this as the dark side of customer management, including RM and CRM. While our focus is on service provider dark side behaviour in the business-to consumer sector, we consider many aspects are also relevant in business-to-business contexts.

KW - customer relations

KW - management

KW - relationship marketing

UR - http://handle.uws.edu.au:8081/1959.7/uws:34760

M3 - Chapter

SN - 9781138803312

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EP - 38

BT - Dark Side of CRM: Customers, Relationships and Management

A2 - Nguyen, Bang

A2 - Simkin, Lyndon

A2 - Canhoto, Ana I.

PB - Routledge

CY - U.K.

ER -

CRM and customer management : identifying and confronting dark side behaviours

Abstract

Keywords

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