Sebanyak 2 item atau buku ditemukan

Management Research

Applying the Principles

For many post-graduate students undertaking a research project for the first time is a daunting prospect. Gaining the knowledge and skills needed to do research typically has to be done alongside carrying out the project itself. Students often have to conduct their research independently, perhaps with limited tutor contact. What is needed in such situations is a resource that supports the new researcher on every step of the research journey, from defining the project to communicating its findings. Management Research: Applying the Principles provides just such a resource. Structured around the key stages of a research project, it is designed to provide answers to the questions faced by new researchers but without neglecting the underlying principles of good research. Each chapter includes ‘next steps’ activities to help readers apply the content to their own live research project. The companion website provides extensive resources, including video tutorials, to support the development of practical research skills. The text reflects the richness and variety of current business and management research both in its presentation of methods and techniques and its choice of examples drawn from different subject disciplines, industries and organizations. Management Research: Applying the Principles combines diversity of coverage with a singularity of purpose: to help students complete their research project to a rigorous standard.

13.4 Exploring your data Once your data are ready for analysis, the next stage is data exploration using summary statistics and graphical display techniques. The initial goal is to get a feel for your dataset and what it is telling you ...

The Dark Side of CRM

Customers, Relationships and Management

Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm’s profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These need acknowledging, mitigating and controlling. This book is the first of its kind to define these dark sides, exploring also how firms and policy-makers might address such behaviours and manage them successfully. With contributions from many of the leading exponents globally of CRM and understanding customers, The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy.

Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences.