000 02225nam a2200241 4500
005 20250711093038.0
020 _a9781799895541
_cTZS 743,850/=
040 _aMUL
_beng.
_eAACR
082 _a658.812 AMM
100 _aAMMARI, N. B. (Author)
245 _aSocial customer relationship management (Social-CRM) in the era of Web 4.0
_c/Nedra Bahri Ammari
260 _aHershey :
_bIGI Global,
_cc 2022.
300 _axxi, 317 p. :
_bill. ;
_c25 cm.
440 _a Advances in marketing, customer relationship management, and e-services (AMCRMES) book series
504 _aIncludes references and index
505 _a 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
520 _aThis 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
546 _aeng.
650 _aCustomer relations
650 _aSocial media
650 _aEra of Web 4.0
942 _cBK
999 _c11073
_d11073