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Unprofitable customers and their management


  • Haenlein, Michael
  • Kaplan, Andreas M.


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Suggested Citation

  • Haenlein, Michael & Kaplan, Andreas M., 2009. "Unprofitable customers and their management," Business Horizons, Elsevier, vol. 52(1), pages 89-97.
  • Handle: RePEc:eee:bushor:v:52:y:2009:i:1:p:89-97

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    References listed on IDEAS

    1. Bougie, J.R.G. & Pieters, R. & Zeelenberg, M., 2003. "Angry customers don't come back, they get back : The experience and behavioral implications of anger and dissatisfaction in services," Other publications TiSEM 1708fb71-fd68-41d9-b870-e, Tilburg University, School of Economics and Management.
    2. Reingen, Peter H, et al, 1984. " Brand Congruence in Interpersonal Relations: A Social Network Analysis," Journal of Consumer Research, Oxford University Press, vol. 11(3), pages 771-783, December.
    3. 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.
    4. 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. repec:dgr:rugsom:10008 is not listed on IDEAS
    2. 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.
    3. 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.
    4. Bijmolt, T.H.A. & Bl, 2010. "Should they stay or should they go? Reactivation and termination of low-tier customers," Research Report 10008, University of Groningen, Research Institute SOM (Systems, Organisations and Management).


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