Customer relationship management: advances, dark sides, exploitation and unfairness

B. Nguyen, Dilip S. Mutum

    Research output: Contribution to journalArticle

    10 Citations (Scopus)
    Original languageEnglish
    Pages (from-to)1-19
    JournalInternational Journal of Electronic Customer Relationship Management
    Issue number1
    Publication statusPublished - 2012

    Bibliographical note

    Please note Dr Mutum was working at Warwick University at the time of publication.


    • customer relationship management
    • CRM advances
    • dark side
    • pitfalls
    • exploitation
    • fairness
    • customer trust
    • personalisation
    • unfairness

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