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The dark side of customer relationship management: Exploring the underlying reasons for pitfalls, exploitation and unfairness
16 references·0 citing·39 second hop
The dark side of customer relationship management: Exploring the underlying reasons for pitfalls, exploitation and unfairness (2012)The dark side of customer relationship ma…Advances in Consumer Research (2025)Advances in Consumer ResearchA Strategic Framework for Customer Relationship Management (2005)A Strategic Framework for Cus…Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies (2003)Consumer–Company Identificati…Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)Investments in Consumer Relat…Fairness as a Constraint on Profit Seeking: Entitlements in the Market (2000)Fairness as a Constraint on P…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)From Marketing Mix to Relatio…Factors Affecting Trust in Market Research Relationships (1993)Factors Affecting Trust in Ma…The Changing Role of Marketing in the Corporation (1992)The Changing Role of Marketin…Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations (1992)Relationships between Provide…Developing Buyer-Seller Relationships (1987)Developing Buyer-Seller Relat…Handbook of Industrial and Organizational Psychology. (1977)Handbook of Industrial and Or…Procedural Justice: A Psychological Analysis (1976)Procedural Justice: A Psychol…Procedural Justice: A Psychological Analysis (1975)Procedural Justice: A Psychol…Inequity In Social Exchange (1965)Inequity In Social ExchangeA Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)The psychology of interpersonal relations. (1958)Economic Action and Social Structure: The Problem of Embeddedness (1985)Building Brand Community (2002)The Social Identity Theory of Intergroup Behavior (2004)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Markets and Hierarchies: Analysis and Antitrust Implications. (1976)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Determinants of Long-Term Orientation in Buyer-Seller Relationships (1994)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Exchange and Power in Social Life (2017)A Model of Distributor Firm and Manufacturer Firm Working Partnerships (1990)Communication Strategies in Marketing Channels: A Theoretical Perspective (1990)Social Structure and Competition in Interfirm Networks: The Paradox of Embeddedness (1997)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Judgment under Uncertainty: Heuristics and Biases (1974)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. (1990)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)A Theory of Social Comparison Processes (1954)A Theory of Cognitive Dissonance (1957)Exchange and Power in Social Life. (1965)Social stigma and self-esteem: The self-protective properties of stigma. (1989)FOUNDATION FOR A GENERAL STRAIN THEORY OF CRIME AND DELINQUENCY* (1992)Understanding knowledge sharing in virtual communities: An integration of social capital and social cognitive theories (2006)A Relational Model of Authority in Groups (1992)Internet Users' Information Privacy Concerns (IUIPC): The Construct, the Scale, and a Causal Model (2004)Toward an integrative social identity model of collective action: A quantitative research synthesis of three socio-psychological perspectives. (2008)Evaluating the use of exploratory factor analysis in psychological research. (1999)The job demands-resources model of burnout. (2001)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Bibliometric Methods in Management and Organization (2014)
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References

  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 2025Advances in Consumer Research13,264 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1977Handbook of Industrial and Organizational Psychology.11,945 cited
  • 1965Inequity In Social Exchange10,813 cited
  • 1987Developing Buyer-Seller Relationships9,139 cited
  • 1992Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations3,813 cited
  • 1993Factors Affecting Trust in Market Research Relationships3,649 cited
  • 2003Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies3,330 cited
  • 1975Procedural Justice: A Psychological Analysis3,245 cited
  • 2000Fairness as a Constraint on Profit Seeking: Entitlements in the Market3,159 cited
  • 1976Procedural Justice: A Psychological Analysis2,907 cited
  • 1992The Changing Role of Marketing in the Corporation2,773 cited
  • 1994From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing2,349 cited
  • 2005A Strategic Framework for Customer Relationship Management2,094 cited

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  • 2001Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration2,080 cited
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