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Customer Relations 1st Edition by Victoria Farkas ISBN 978-1617612107 1617612103

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Customer Relations 1st Edition Victoria J. Farkas Digital Instant Download

Author(s): Victoria J. Farkas
ISBN(s): 9781617613692, 161761369X
Edition: 1
File Details: PDF, 6.24 MB
Year: 2010
Language: english
SKU: EB-51355808 Category: Tag:

Customer Relations 1st Edition by Victoria J. Farkas – Ebook PDF Instant Download/Delivery:  978-1617612107, 1617612103
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Product details: 

ISBN 10:  1617612103

ISBN 13:  978-1617612107

Author: Victoria J. Farkas

Customer relations is a broadly recognised, widely-implemented strategy for managing and nurturing a company’s interactions with clients and sales prospects. It involves using technology to organise, automate, and synchronise business processes — principally sales activities, but also those for marketing, customer service, and technical support. This book presents topical research data in the study of customer relations, including how consumers use Alan P Fiske’s relational models framework to construct their relationships with service organisations; measuring corporate Customer Relationship Management (CRM) strategy; and identifying the relational benefits influencing customer loyalty.
 

Table of contents: 

Chapter 1 – Alan P. Fiske’s Relational Models Framework: Applications to Customers’ Relationships with Service Marketers – Velitchka D. Kaltcheva, Robert D. Winsor, Anthony Patino

Chapter 2 – Measuring Corporate CRM Strategy: Its Model, Methodology and Application – Hyung-Su Kim

Chapter 3 – Inter-Organizational Social Capital as Relationship Investments: An Empirical Investigation of the Effects on Customers’ Relationship Satisfaction – Mariachiara Colucci, Manuela Presutti

Chapter 4 – Customer Value Analysis: A Two-Stage Data Mining Approach – Ching-Tzu Tsai, Chih-Fong Tsai, Chia-Sheng Hung

Chapter 5 – Customer Relations and Loyalty-Based Segmentation: A B2B Approach in the Tourism Industry – Irene Gil-Saura, María-Eugenia Ruiz-Molina, Beatriz Moliner-Velázquez

Chapter 6 – Pros and Cons of Long-Term Customer Relationships – Christina Öberg

Chapter 7 – Involvement as Market Creation – A New Way to Consider Customer Relations – Johan Gaddefors, Alistair R. Anderson

Index

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Tags: Victoria Farkas, Customer Relations