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Keywords: Fairness
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Journal Articles
A review of customer relationship management: successes, advances, pitfalls and futures
Available to Purchase
Journal:
Business Process Management Journal
Business Process Management Journal (2012) 18 (3): 400–419.
Published: 01 June 2012
.... The authors further integrate concepts of fairness, trust and paradoxes of one‐to‐one marketing, which are little researched within customer management. As a result, the authors suggest eight propositions for improving the CRM scheme. Design/methodology/approach This paper reviews extant literatures...
