Includes references and index

Chapter 1. A machine learning approach to classify the telecommunication customers based on their profitability
Chapter 2. Website usability, website interactivity, and website personality as drivers of online purchase
Chapter 3. A conceptual framework of the challenges and benefits of social customer relationship management
Chapter 4. Towards integrating the customer-supplier relationship in perceived value conceptualization
Chapter 5. Using social media to manage customer expectations and quality perceptions in the hospitality industry
Chapter 6. Environmental sustainability, value co-creation, and innovation in service industries with the lens of S-D logic
Chapter 7. Defining and measuring the perceived quality of a virtual community
Chapter 8. Data mining for CRM: extracting customer knowledge from data
Chapter 9. Deep learning approach for detecting customer churn in telecommunication industry
Chapter 10. Customer journey redefined: social-CRM and beyond
Chapter 11. Social customer relationship management (S-CRM)
Chapter 12. Social network customer relationship management for orchestras: a case study on Hong Kong Philharmonic Orchestra

This book is for those who wish to improve their understanding of the strategic role of marketing 2.0, digital customer experience and social customer relationship management on social networks and the importance of social networks to build loyalty in the web 4.0 era"-- Provided by publisher

eng.