New Frontiers of Customer Strategy : Managing Sustainable, Environmental and Ethical Transitions

• Autore: Delecolle Thierry
• Pubblicazione: Newark : , : John Wiley & Sons, Incorporated, , 2024; ©2024
• Edizione: 1st ed.
• Descrizione fisica: 1 online resource (281 pages)
• Altri autori: JacobFlorence Prim-AllazIsabelle
• Nota di contenuto: Cover -- Title Page -- Copyright Page -- Contents -- Introduction -- Chapter 1. How Can Customer Relations and Sufficiency Be Reconciled? A Reflection on the Consumption of Second-hand Goods -- 1.1. Customer relations and sufficient living: what conflicts? -- 1.1.1. Relationship marketing: spirit and tools -- 1.1.2. Sufficient lifestyle: characteristics, dimensions and links with the second-hand market -- 1.2. Customer relations and the second-hand market -- 1.2.1. The second-hand market: a brief overview in 2022 -- 1.2.2. Perception of customer relations in the second-hand market -- 1.3. Conclusion -- 1.4. References -- Chapter 2. Customer Relationships and Sustainable Development in the Retail Sector -- 2.1. Incompatibility between retail and sustainable development? A few paradoxes to overcome -- 2.1.1. The hyperchoice model versus the expectation of greater sufficiency -- 2.1.2. Selling ever-greener, ever-cheaper products -- 2.1.3. Enhancing the customer experience while reducing energy waste -- 2.2. Customers and employees: accelerating sustainable development in the retail sector? -- 2.2.1. The customer's voice: a gateway to new models? -- 2.2.2. The voice of employees: a driving force in the transition of retailers -- 2.3. Conclusion -- 2.4. References -- Chapter 3. Corporate Social Responsibility and Loyalty -- 3.1. Definitions of perceived CSR and loyalty -- 3.1.1. Perceived CSR -- 3.1.2. Loyalty -- 3.2. The influence of perceived CSR on consumers' retailer loyalty -- 3.2.1. The impact of perceived CSR as a global construct on retailer loyalty -- 3.2.2. A different impact depending on CSR dimensions and consumer profiles -- 3.3. Examples of concrete actions (in line with respect for the environment and philanthropic activities) -- 3.3.1. The influence of a retailer's bulk product offer on consumer loyalty to that retailer. ; 3.3.2. Sponsorship, cause-related marketing and CSR-linked sponsorship: three CSR actions to build consumer loyalty -- 3.4. Conclusion -- 3.5. References -- Chapter 4. Reinventing Loyalty Programs in the CSR Age: Moving toward Prosocial Loyalty Programs -- 4.1. Limits of the traditional loyalty program in the CSR era -- 4.1.1. A philosophy focused on purchasing behavior -- 4.1.2. A design that conceals environmental and social impact -- 4.2. The academic literature: loyalty program responsibility -- 4.3. Benchmark study: loyalty programs -- 4.4. Interviews with loyalty experts -- 4.4.1. Corroboration of the literature and benchmark findings -- 4.4.2. New findings from interviews -- 4.5. Toward a prosocial loyalty program -- 4.6. References -- Chapter 5. Toward Greater Sufficiency in Customer Relationships -- 5.1. The systemic collapse of consumerism -- 5.1.1. The impact of marketing and customer relationship practices on the ecosystem: the anthropogenic footprint -- 5.1.2. The impact of new technologies and digital transformation on social ties: accelerating a process of disintegration -- 5.1.3. Consumption and rebound effect -- 5.2. For more sufficiency in customer relationships -- 5.2.1. Sufficiency in customer relationships: doing "less" but "better" -- 5.2.2. Enhancing the status of customers that practice "sufficiency" -- 5.2.3. Promoting sufficiency through customer relationships -- 5.2.4. Facilitating commitment to sufficiency through customer relationships -- 5.3. Conclusion -- 5.4. References -- Chapter 6. Metaverse Opportunities for Customer Relations -- 6.1. An immersive, interactive and persistent universe -- 6.2. A gamified, esthetic universe -- 6.3. A personalized world of scarcity -- 6.4. A social and community universe -- 6.5. An innovative universe -- 6.6. Conclusion -- 6.7. References. ; Chapter 7. Towards Transparent and Parsimonious Customer Data Collection -- 7.1. Data as a means of personalizing customer relations and creating a competitive advantage -- 7.1.1. Risks in terms of breaches of privacy for the consumer -- 7.1.2. Risks in terms of strategic dependencies for companies -- 7.2. The new connected consumers and their multiple perceptions of different data collection methods -- 7.3. Why authorize the collection and use of personal data? -- 7.4. How can we encourage parsimonious data collection? -- 7.4.1. Minimizing data collection -- 7.4.2. Relying on transparency when collecting data -- 7.4.3. Giving consumers control -- 7.5. Conclusion: finally, what is the value of data? -- 7.6. References -- Chapter 8. From Persuasion to Customer Manipulation: The Role of Dark Patterns -- 8.1. Dark pattern definitions and typologies -- 8.2. Marketing as usual? -- 8.3. Problematic Internet use due to dark patterns? -- 8.4. Impossible to observe and yet combatable -- 8.5. Appendix -- 8.6. References -- Chapter 9. Digital Consumption and Inclusion -- 9.1. Introduction: when the digitalization of customer journeys raises challenges -- 9.2. Consequences of the digitization of customer journeys -- 9.2.1. A transformation of the user's role during the journey -- 9.2.2. Interaction at the heart of the value creation process -- 9.2.3. User participation -- 9.2.4. A complex user experience -- 9.3. New managerial challenges arising from the digitization of journeys -- 9.3.1. Improving users' relationships with digital technology -- 9.3.2. Still insufficient digital inclusion initiatives -- 9.3.3. Moving beyond a focus on digital uses -- 9.4. Defining the digital inclusion process -- 9.4.1. The role of perceptions in the inclusion process -- 9.4.2. Adopting a two-level approach to the digital inclusion process. ; 9.4.3. From inclusion to digital inclusion as perceived by the user -- 9.5. Conclusion: toward digital consumption for all -- 9.6. References -- Chapter 10. Improving Effective Accessibility of Products and Services for Vulnerable Customers -- 10.1. Effective accessibility of products and services, a challenge for organizations -- 10.1.1. Definition of effective accessibility -- 10.1.2. Effective accessibility: a challenge for organizations? -- 10.2. The challenges of effective accessibility for vulnerable customers -- 10.2.1. How do you define a vulnerable customer? -- 10.2.2. Reduced effective accessibility for vulnerable customers? -- 10.3. Ways to improve the effective accessibility of products and services for vulnerable customers -- 10.3.1. How should we respond to the challenge of effective accessibility for vulnerable customers? -- 10.3.2. How can we rethink journeys to improve accessibility for vulnerable customers? -- 10.4. Conclusion -- 10.5. References -- Chapter 11. The Patient Experience -- 11.1. From the health service to the patient experience -- 11.1.1. Patient satisfaction as a starting point -- 11.1.2. The patient from an experiential perspective -- 11.1.3. Designing a meaningful experience -- 11.2. Enhancing the value of the patient experience -- 11.2.1. The perceived value of the patient experience -- 11.2.2. A typology of the value of the patient experience -- 11.2.3. Experience value as a lever for appropriation of the patient experience -- 11.3. Conclusion -- 11.4. References -- Chapter 12. Adopting Ethical Sales Behavior -- 12.1. Unethical temptation among salespeople -- 12.1.1. Salespeople's ethical dilemmas -- 12.1.2. The six principles of influence according to Cialdini -- 12.1.3. Influence or manipulation: what are the differences? -- 12.2. Creating ethical behavior. ; 12.2.1. Customer orientation at the heart of sales ethics -- 12.2.2. How can the ethical behavior of salespeople be developed? -- 12.2.3. Ethics and business performance: how compatible are they? -- 12.3. Conclusion -- 12.4. References -- Chapter 13. Customer Relationships as a Factor of Resistance: The Case of Smart Feedback Tools -- 13.1. The rise of smart feedback tools -- 13.1.1. Definition of smart feedback tools -- 13.1.2. Deployment dynamics by sector -- 13.1.3. The collection of multiple types of private data -- 13.1.4. Toward a classification based on the nature of feedback -- 13.2. A brand relationship investment -- 13.2.1. Relational investments supporting customer relationships -- 13.2.2. Smart feedback tools as a promise of empowerment -- 13.3. Consumer resistance to smart feedback tools -- 13.3.1. Multiple sources of disempowerment -- 13.3.2. Forms of resistance -- 13.4. Conclusion -- 13.5. References -- Chapter 14. Customer Relations in the Social and Solidarity Economy -- 14.1. Managing customer relations in social and solidarity economy organizations -- 14.1.1. Democratic governance of SSE organizations and customer relations -- 14.2. CRM in consumer cooperatives: the case of La Louve -- 14.2.1. The cooperative: definition and articles of association -- 14.2.2. La Louve cooperative supermarket -- 14.2.3. Taking on the intra-role: from consumer to cooperator through work -- 14.2.4. Between customers and cooperative status -- 14.3. Organizing customer relations in a collective interest cooperative company: the case of Enercoop Languedoc-Roussillon -- 14.3.1. The collective interest cooperative company: definition and articles of association -- 14.3.2. The SCIC Enercoop Languedoc-Roussillon -- 14.3.3. A commitment that translates into extra-roles conditioned by the organization's economic times -- 14.4. Conclusion -- 14.5. References. ; Chapter 15. Purpose Corporations and Customer Strategy: Toward a Strategy of Customer Education and Empowerment?.
• Titolo autorizzato: New Frontiers of Customer Strategy
• ISBN: 1-394-30074-3; 1-394-29957-5
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Lingua di pubblicazione: Inglese
• Record Nr.: 9910877580203321
• Lo trovi qui: Univ. Federico II