 Customer Privacy Concerns and Privacy Protective ResponsesV. Kumar and
Werner Reinartz
Chapter 14 in Customer Relationship Management, 2018, pp 285-309 from Springer Abstract: Abstract Companies are increasingly collecting and using data on their current and potential customers to improve their CRM, sales, and service effectiveness. At the same time, they are faced with a growing reluctance of customers to disclose their personal information or to allow tracking of their behaviors because of privacy concerns. This chapter discusses the concept of customer privacy concerns and the respective implications for successful CRM practices. After introducing trends and underlying drivers of customer privacy concerns, this chapter sheds more light on the different governmental regulations concerning privacy in a cross-country comparison. Sections 14.4, 14.5, and 14.6 continue with presenting the underlying psychological processes and respective customer responses which are summarized in a comprehensive conceptual framework. At the end of this chapter, implications for a responsible privacy handling related to CRM are drawn. Date: 2018 There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:spr:sptchp:978-3-662-55381-7_14 Ordering information: This item can be ordered from DOI: 10.1007/978-3-662-55381-7_14 Access Statistics for this chapter More chapters in Springer Texts in Business and Economics from Springer |
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