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Unprofitable customers and their management

  • 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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    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
    Contact details of provider: Web page: http://www.elsevier.com/locate/bushor

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    1. 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.
    2. Ray Reagans, 2005. "Preferences, Identity, and Competition: Predicting Tie Strength from Demographic Data," Management Science, INFORMS, vol. 51(9), pages 1374-1383, September.
    3. 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.
    4. 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.
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