Customer Relations.
Intro -- CUSTOMER RELATIONS -- CUSTOMER RELATIONS -- CONTENTS -- PREFACE -- ALAN P. FISKE'S RELATIONAL MODELS FRAMEWORK: APPLICATIONS TO CUSTOMERS' RELATIONSHIPS WITH SERVICE MARKETERS -- ABSTRACT -- I. INTRODUCTION -- II. FISKE'S RELATIONAL MODELS FRAMEWORK -- III. THE AUTHORITY RANKING (AR) RELATIONAL MODEL -- IV. RELATIONAL MODELS IMPLEMENTED IN MARKETER- CONSUMER INTERACTIONS -- 4.0. Overview of Section IV -- 4.1. The Communal Sharing (CS) Relational Model -- 4.2. The Equality Matching (EM) Relational Model -- 4.3. The Market Pricing (MP) Relational Model -- 4.4. The Asocial (AS) Relational Model -- V. THE PERSONALITY-RELATEDNESS AND RECIPROCITY (PRR) RELATIONAL FRAMEWORK -- CONCLUSION -- REFERENCES -- MEASURING CORPORATE CRM STRATEGY: ITS MODEL, METHODOLOGY AND APPLICATION -- ABSTRACT -- 1. INTRODUCTION -- 2. THEORETICAL BACKGROUND -- 2.1. Theoretical Frameworks for Evaluating Corporate Business Performance -- 2.2. Requirements of Performance Measurement Framework -- 3. CRM ASSESSMENT MODEL: CRM SCORECARD -- 3.1. Models for CRM Assessment -- 3.2. CRM Scorecard -- Organizational Performance -- Customer Experience -- CRM Process Strategy -- Infrastructure -- 4. MEASURES FOR CRM ASSESSMENT -- 4.1. Characteristics of CRM Measures -- 4.2. Measures in CRM Scorecard -- 1. Organizational performance -- 2. Customer experience -- 3. CRM process strategy -- 4. Infrastructure -- 5. METHODOLOGY FOR CRM ASSESSMENT -- 5.1. CRM Diagnostic Process -- Considering Industrial / Corporate Characteristics -- Selecting Evaluative Factors -- Weighting Evaluative Factors -- Assigning the Representatives for Evaluative Factors -- Adopting Measures and Methods -- Undertaking Diagnosis -- Evaluating and Reporting -- 5.2. Measurement Scale and Scoring Criteria -- 6. BUSINESS CASES -- 6.1. Starting Point of CRM -- See the Unseen Customer Group.
Year of publication: |
2010
|
---|---|
Authors: | Farkas, Victoria J |
Publisher: |
New York : Nova Science Publishers, Incorporated |
Subject: | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing |
Saved in:
Online Resource
Extent: | 1 online resource (172 pages) |
---|---|
Series: | |
Type of publication: | Book / Working Paper |
Language: | English |
Notes: | Description based on publisher supplied metadata and other sources. |
ISBN: | 978-1-61761-369-2 ; 978-1-61761-210-7 |
Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012690811
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