About this document
Addressing the Dark Side of CRM by shanika is a document available to read on EtoBox.
This document summarizes a research article that conducted a systematic review of the "dark side" of customer relationship management (CRM). The review aimed to understand the psychological drivers and behavioral consequences of the dark side of CRM. It developed a conceptual framework that captures four key drivers of the dark side: unfairness, distrust, opportunism, and lack of transparency. The review synthesized previous research on this topic to provide an integrated understanding for academics and pra
- Author
- shanika
- Language
- EN