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Feelings that make a difference : how guilt and pride convince consumers of the effectiveness of sustainable consumption choices
Antonetti, Paolo; Maklan, Stan - In: Journal of business ethics : JOBE 124 (2014) 1, pp. 117-134
Persistent link: https://www.econbiz.de/10010424760
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Customer relationship management : concepts and technologies
Buttle, Francis A.; Maklan, Stan - 2015 - 3. ed.
"This much-anticipated new edition of the bestseller Customer Relationship Management provides a comprehensive and balanced review of CRM, now with substantial revisions responding to the recent changes in CRM practice. The book explains what CRM is, the benefits it delivers, the contexts in...
Persistent link: https://www.econbiz.de/10010492466
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An extended model of moral outrage at corporate social irresponsibility
Antonetti, Paolo; Maklan, Stan - In: Journal of business ethics : JOBE 135 (2016) 3, pp. 429-444
Persistent link: https://www.econbiz.de/10011498547
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Evaluating investments in CRM with real options
Maklan, Stan (contributor); Knox, Simon (contributor);  … - 2004
Persistent link: https://www.econbiz.de/10001990222
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A better way to manage customer experience : lessons from the Royal Bank of Scotland
Maklan, Stan; Antonetti, Paolo; Whitty, Steve - In: California management review 59 (2017) 2, pp. 92-115
Persistent link: https://www.econbiz.de/10011697214
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Identifying the right solution customers : a managerial methodology
Windler, Katharina; Jüttner, Uta; Michel, Stefan; … - In: Industrial marketing management : the international … 60 (2017), pp. 173-186
Persistent link: https://www.econbiz.de/10011672093
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Social identification and corporate irresponsibility : a model of stakeholder punitive intentions
Antonetti, Paolo; Maklan, Stan - In: British journal of management : BJM 27 (2016) 3, pp. 583-605
Persistent link: https://www.econbiz.de/10011602650
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Customer relationship management : concepts and technologies
Buttle, Francis A.; Maklan, Stan - 2015 - 3. ed.
Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice. The book introduces the concept of CRM, explains its benefits, how and why it can be used,...
Persistent link: https://www.econbiz.de/10011680819
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Hippies, greenies, and tree huggers : how the "warmth" stereotype hinders the adoption of responsible brands
Antonetti, Paolo; Maklan, Stan - In: Psychology & marketing 33 (2016) 10, pp. 786-813
Persistent link: https://www.econbiz.de/10011595461
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Too good to be true? : boundary conditions to the use of downward social comparisons in service recovery
Antonetti, Paolo; Crisafulli, Benedetta; Maklan, Stan - In: Journal of service research : JSR 21 (2018) 4, pp. 438-455
Persistent link: https://www.econbiz.de/10011951807