Introduction

Edward Kasabov and Alex Warlow
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Edward Kasabov: University of Exeter Business School Exeter
Alex Warlow: Noridol Ltd

A chapter in The Compliance Business and Its Customers, 2012, pp 1-5 from Palgrave Macmillan

Abstract: Abstract In the last 20 years, businesses taking advantage of market deregulation and novel call centre, Intranet and Internet technologies have broken traditional marketing norms and customer management practices. These businesses offer good customer service at substantially lower prices. In spite of anecdotal evidence in the press of the high level of customer complaints against these businesses, their success is evidenced by their ability to take market share from existing businesses and grow new profitable markets.

Keywords: Business Model; Service Provision; Customer Relationship Management; Service Recovery; Online Auction (search for similar items in EconPapers)
Date: 2012
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-27115-0_1

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DOI: 10.1057/9781137271150_1

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