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Unprofitable customers and their management

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  • Haenlein, Michael
  • Kaplan, Andreas M.
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    File URL: http://www.sciencedirect.com/science/article/B6W45-4TP7H8N-1/2/87a6e54b118fcfb76c3c622cb3c47297
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    Bibliographic Info

    Article provided by Elsevier in its journal Business Horizons.

    Volume (Year): 52 (2009)
    Issue (Month): 1 ()
    Pages: 89-97

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    Handle: RePEc:eee:bushor:v:52:y:2009:i:1:p:89-97

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    Web page: http://www.elsevier.com/locate/bushor

    Related research

    Keywords: Customer segmentation Customer relationship management Relationship dissolution Unprofitable customer management;

    References

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    1. Reingen, Peter H, et al, 1984. " Brand Congruence in Interpersonal Relations: A Social Network Analysis," Journal of Consumer Research, University of Chicago Press, vol. 11(3), pages 771-83, December.
    2. Haenlein, Michael & Kaplan, Andreas M. & Beeser, Anemone J., 2007. "A Model to Determine Customer Lifetime Value in a Retail Banking Context," European Management Journal, Elsevier, vol. 25(3), pages 221-234, June.
    3. Ray Reagans, 2005. "Preferences, Identity, and Competition: Predicting Tie Strength from Demographic Data," Management Science, INFORMS, vol. 51(9), pages 1374-1383, September.
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    Cited by:
    1. Bijmolt, Tammo H.A. & Blömeke, Eva & Clement, Michel, 2010. "Should they stay or should they go? Reactivation and Termination of Low-Tier Customers: Effects on Satisfaction, Word-of-Mouth, and Purchases," Research Report 10008, University of Groningen, Research Institute SOM (Systems, Organisations and Management).
    2. Ketchen Jr., David J. & Buckley, M. Ronald, 2010. "Divas at work: Dealing with drama kings and queens in organizations," Business Horizons, Elsevier, vol. 53(6), pages 599-606, November.
    3. Anand Iyengar & Ketan Suri, 2012. "Customer profitability analysis an avant-garde approach to revenue optimisation in hotels," International Journal of Revenue Management, Inderscience Enterprises Ltd, vol. 6(1/2), pages 127-143.

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