MARC details
| 000 -LEADER |
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| fixed length control field |
03207nam a22002057a 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20240219180704.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
240219b |||||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9780000989987 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
658.812 |
| Item number |
MAL |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Malhotra, Naresh K |
| 245 ## - TITLE STATEMENT |
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| Title |
Customer relationship marketing: |
| Remainder of title |
theoretical and managerial perspectives |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
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| Name of publisher, distributor, etc. |
World Scientific Publishing Company Pvt. Ltd. |
| Place of publication, distribution, etc. |
USA |
| Date of publication, distribution, etc. |
2021 |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
348 p. |
| 365 ## - TRADE PRICE |
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| Price type code |
INR |
| Price amount |
995.00 |
| 520 ## - SUMMARY, ETC. |
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| Summary, etc. |
Customer relationship marketing (CRM) opportunities are embedded in the entire customer journey spanning several touch points across all stages including prepurchase, purchase, and postpurchase stage. Customer relationship marketing evolved from traditional marketing concept and has broadened its scope today, intersecting with the following domains, namely customer buying behavior process models, customer satisfaction and loyalty, service quality, customer relationship management tools and strategies, customer centricity, and customer engagement activities. A comprehensive, state-of-the-art textbook, Customer Relationship Marketing: Theoretical and Managerial Perspectives is organized as follows:<br/><br/>In Chapter 1, we provide a formal definition of marketing followed by several definitions of relationship marketing highlighting the key aspects of this concept<br/>In Chapter 2, we map the evolution of customer relationship marketing, examining its lifecycle stages of adoption, development, and expansion in business-to-customer (B2C) marketing over the last three decades<br/>In Chapter 3, we focus our attention exclusively to business-to-business (B2B) relationships<br/>In Chapter 4, we first discuss how firms build and sustain business-to-customer (B2C) relationships by stimulating customer purchase behavior via loyalty programs. Then we discuss how firms build and sustain B2C relationships by stimulating customer non-purchase behavior via engagement strategies<br/>In Chapter 5, we first examine relationship quality from a stakeholder perspective followed by employee–customer engagement theories and strategies<br/>In Chapter 6, we discuss CRM-based analytical models, both for purchase and non-purchase customer behavior including CLV, CRV, and CIV models<br/>In Chapter 7, we first discuss brand equity from the firm's perspective, followed by customer-based brand equity — its definition and dimensions, namely brand awareness, brand association, perceived quality, and brand loyalty<br/>In Chapter 8, we discuss the linkage between corporate reputation and customer–brand relationship<br/>In Chapter 9, we discuss the ethical foundations of customer relationship marketing<br/>In Chapter 10, we examine the intricate relationship between digital and social media marketing and customer brand relationship<br/>In Chapter 11, we discuss several important research directions that seem promising as a result of access to big data, availability of computing power, and emerging models of estimating customer lifetime value for both transaction and engagement-based activities |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Customer relations -- Management |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Relationship marketing |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Agarwal, James |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
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| Koha item type |
Book |
| Source of classification or shelving scheme |
Dewey Decimal Classification |