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Keywords: Customer centricity
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Journal Articles
Journal of Systems and Information Technology (2013) 15 (2): 140–158.
Published: 26 April 2013
... to the forfeiting of customer centricity, some have recently characterized the CRM framework (as well as the general marketing framework) as a power shift from marketers to customers (Hennig‐Thurau et al., 2010). The private and public initiatives reclaiming ownership of customer data for the customers...
