{"product_id":"new-frontiers-of-customer-strategy-managing-sustainable-environmental-and-ethical-transitions-hardback-9781786308504","title":"New Frontiers of Customer Strategy; Managing Sustainable, Environmental and Ethical Transitions (Hardback) 9781786308504","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003eNew Frontiers of Customer Strategy\u003c\/font\u003e\u003cbr\u003e\r\n\u003cfont size=\"5\"\u003eManaging Sustainable, Environmental and Ethical Transitions\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\u003cp\u003e\u003cfont size=\"4\"\u003eThierry Delecolle (Edited by), Delécolle (Author), Florence Jacob (Edited by), Isabelle Prim-Allaz (Edited by)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9781786308504, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eHardback, published 12 September 2024\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e288 pages\u003cbr\u003e23.5 x 15.6 x 1.9 cm, 0.676 kg\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003cp align=\"justify\"\u003e\u003cstrong\u003e\u003cfont size=\"3\"\u003e\u003cp\u003eDigital transformation has shaped a new landscape for companies and their customers, offering companies a wealth of data with which to develop customer knowledge. However, this evolution is just one of many transformations in customer marketing within an increasingly complex reality, thrown into turmoil by environmental and social changes.\u003c\/p\u003e \u003cp\u003eNew frontiers in customer relations strategies are thus being drawn, some in new territories grounded in efforts to preserve scarce resources, while others are built on expectations of social responsibility. These profound societal changes also reveal darker frontiers, where companies have insufficient ethical considerations for vulnerable customers, or merely react to changes in legislation.\u003c\/p\u003e \u003cp\u003e\u003ci\u003eNew Frontiers of Customer Strategy\u003c\/i\u003e offers practitioners, lecturers and students an up-to-date reflection on the role of customer relations now and in the future, to keep pace with environmental, digital, inclusive and ethical issues, as well as organizational governance.\u003c\/p\u003e\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e\u003cp\u003eIntroduction xiii\u003cbr\u003e\u003ci\u003eThierry DELÉCOLLE, Florence JACOB and Isabelle PRIM-ALLAZ\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1 How Can Customer Relations and Sufficiency Be Reconciled? A Reflection on the Consumption of Second-hand Goods 1\u003c\/b\u003e\u003cbr\u003e\u003ci\u003eValérie GUILLARD\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e1.1 Customer relations and sufficient living: what conflicts? 3\u003c\/p\u003e \u003cp\u003e1.2 Customer relations and the second-hand market 6\u003c\/p\u003e \u003cp\u003e1.3 Conclusion 11\u003c\/p\u003e \u003cp\u003e1.4 References 12\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2 Customer Relationships and Sustainable Development in the Retail Sector 15\u003c\/b\u003e\u003cbr\u003e\u003ci\u003eSarah LASRI, Lionel NICOD and Valérie RENAUDIN\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e2.1 Incompatibility between retail and sustainable development? A few paradoxes to overcome 16\u003c\/p\u003e \u003cp\u003e2.2 Customers and employees: accelerating sustainable development in the retail sector? 20\u003c\/p\u003e \u003cp\u003e2.3 Conclusion 24\u003c\/p\u003e \u003cp\u003e2.4 References 25\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3 Corporate Social Responsibility and Loyalty 27\u003c\/b\u003e\u003cbr\u003e\u003ci\u003eDidier LOUIS, Cindy LOMBART and Nathalie FLECK\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e3.1 Definitions of perceived CSR and loyalty 28\u003c\/p\u003e \u003cp\u003e3.2 The influence of perceived CSR on consumers' retailer loyalty 29\u003c\/p\u003e \u003cp\u003e3.3 Examples of concrete actions (in line with respect for the environment and philanthropic activities) 33\u003c\/p\u003e \u003cp\u003e3.4 Conclusion 36\u003c\/p\u003e \u003cp\u003e3.5 References 37\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4 Reinventing Loyalty Programs in the CSR Age: Moving toward Prosocial Loyalty Programs 41\u003c\/b\u003e\u003cbr\u003e\u003ci\u003eLoubaba BELAOUD, Aïda MIMOUNI-CHAABANE and Béatrice PARGUEL\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e4.1 Limits of the traditional loyalty program in the CSR era 42\u003c\/p\u003e \u003cp\u003e4.2 The academic literature: loyalty program responsibility 44\u003c\/p\u003e \u003cp\u003e4.3 Benchmark study: loyalty programs 46\u003c\/p\u003e \u003cp\u003e4.4 Interviews with loyalty experts 49\u003c\/p\u003e \u003cp\u003e4.5 Toward a prosocial loyalty program 52\u003c\/p\u003e \u003cp\u003e4.6 References 54\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5 Toward Greater Sufficiency in Customer Relationships 57\u003c\/b\u003e\u003cbr\u003e\u003ci\u003eJean-Baptiste WELTÉ, Virginie PEZ and Isabelle DABADIE\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e5.1 The systemic collapse of consumerism 58\u003c\/p\u003e \u003cp\u003e5.2 For more sufficiency in customer relationships 63\u003c\/p\u003e \u003cp\u003e5.3 Conclusion 68\u003c\/p\u003e \u003cp\u003e5.4 References 68\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6 Metaverse Opportunities for Customer Relations 71\u003c\/b\u003e\u003cbr\u003e\u003ci\u003eCatherine LEJEALLE and Thierry DELÉCOLLE\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e6.1 An immersive, interactive and persistent universe 73\u003c\/p\u003e \u003cp\u003e6.2 A gamified, esthetic universe 74\u003c\/p\u003e \u003cp\u003e6.3 A personalized world of scarcity 75\u003c\/p\u003e \u003cp\u003e6.4 A social and community universe 76\u003c\/p\u003e \u003cp\u003e6.5 An innovative universe 76\u003c\/p\u003e \u003cp\u003e6.6 Conclusion 77\u003c\/p\u003e \u003cp\u003e6.7 References 79\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7 Towards Transparent and Parsimonious Customer Data Collection 81\u003c\/b\u003e\u003cbr\u003e\u003ci\u003eTom VILLENET, Thierry DELÉCOLLE and Grégoire BOTHOREL\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e7.1 Data as a means of personalizing customer relations and creating a competitive advantage 83\u003c\/p\u003e \u003cp\u003e7.2 The new connected consumers and their multiple perceptions of different data collection methods 87\u003c\/p\u003e \u003cp\u003e7.3 Why authorize the collection and use of personal data? 88\u003c\/p\u003e \u003cp\u003e7.4 How can we encourage parsimonious data collection? 90\u003c\/p\u003e \u003cp\u003e7.5 Conclusion: finally, what is the value of data? 96\u003c\/p\u003e \u003cp\u003e7.6 References 97\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 8 From Persuasion to Customer Manipulation: The Role of Dark Patterns 99\u003c\/b\u003e\u003cbr\u003e\u003ci\u003eFlorence JACOB, Jeoffrey DROUARD, Séverine ERHEL, Marianne LUMEAU and Raphaël SUIRE\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e8.1 Dark pattern definitions and typologies 100\u003c\/p\u003e \u003cp\u003e8.2 Marketing as usual? 104\u003c\/p\u003e \u003cp\u003e8.3 Problematic Internet use due to dark patterns? 107\u003c\/p\u003e \u003cp\u003e8.4 Impossible to observe and yet combatable 108\u003c\/p\u003e \u003cp\u003e8.5 Appendix 111\u003c\/p\u003e \u003cp\u003e8.6 References 111\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 9 Digital Consumption and Inclusion 115\u003c\/b\u003e\u003cbr\u003e\u003ci\u003eLéa CAUCHARD\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e9.1 Introduction: when the digitalization of customer journeys raises challenges 115\u003c\/p\u003e \u003cp\u003e9.2 Consequences of the digitization of customer journeys 116\u003c\/p\u003e \u003cp\u003e9.3 New managerial challenges arising from the digitization of journeys 119\u003c\/p\u003e \u003cp\u003e9.4 Defining the digital inclusion process 122\u003c\/p\u003e \u003cp\u003e9.5 Conclusion: toward digital consumption for all 126\u003c\/p\u003e \u003cp\u003e9.6 References 128\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 10 Improving Effective Accessibility of Products and Services for Vulnerable Customers 131\u003c\/b\u003e\u003cbr\u003e\u003ci\u003ePierre VOLLE and Sylvie LLOSA\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e10.1 Effective accessibility of products and services, a challenge for organizations 132\u003c\/p\u003e \u003cp\u003e10.2 The challenges of effective accessibility for vulnerable customers 134\u003c\/p\u003e \u003cp\u003e10.3 Ways to improve the effective accessibility of products and services for vulnerable customers 136\u003c\/p\u003e \u003cp\u003e10.4 Conclusion 141\u003c\/p\u003e \u003cp\u003e10.5 References 142\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 11 The Patient Experience 145\u003c\/b\u003e\u003cbr\u003e\u003ci\u003eStéphanie VERFAY\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e11.1 From the health service to the patient experience 146\u003c\/p\u003e \u003cp\u003e11.2 Enhancing the value of the patient experience 149\u003c\/p\u003e \u003cp\u003e11.3 Conclusion 153\u003c\/p\u003e \u003cp\u003e11.4 References 155\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 12 Adopting Ethical Sales Behavior 157\u003c\/b\u003e\u003cbr\u003e\u003ci\u003eEric JULIENNE\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e12.1 Unethical temptation among salespeople 157\u003c\/p\u003e \u003cp\u003e12.2 Creating ethical behavior 162\u003c\/p\u003e \u003cp\u003e12.3 Conclusion 167\u003c\/p\u003e \u003cp\u003e12.4 References 168\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 13 Customer Relationships as a Factor of Resistance: The Case of Smart Feedback Tools 171\u003c\/b\u003e\u003cbr\u003e\u003ci\u003eFrançoise SIMON and Virginie SCHWEITZER\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e13.1 The rise of smart feedback tools 172\u003c\/p\u003e \u003cp\u003e13.2 A brand relationship investment 176\u003c\/p\u003e \u003cp\u003e13.3 Consumer resistance to smart feedback tools 178\u003c\/p\u003e \u003cp\u003e13.4 Conclusion 180\u003c\/p\u003e \u003cp\u003e13.5 References 181\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 14 Customer Relations in the Social and Solidarity Economy 183\u003c\/b\u003e\u003cbr\u003e\u003ci\u003eHajar EL KARMOUNI and Alix POELS\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e14.1 Managing customer relations in social and solidarity economy organizations 183\u003c\/p\u003e \u003cp\u003e14.2 CRM in consumer cooperatives: the case of La Louve 185\u003c\/p\u003e \u003cp\u003e14.3 Organizing customer relations in a collective interest cooperative company: the case of Enercoop Languedoc-Roussillon 190\u003c\/p\u003e \u003cp\u003e14.4 Conclusion 193\u003c\/p\u003e \u003cp\u003e14.5 References 194\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 15 Purpose Corporations and Customer Strategy: Toward a Strategy of Customer Education and Empowerment? 197\u003c\/b\u003e\u003cbr\u003e\u003ci\u003eIsabelle PRIM-ALLAZ and Martine SÉVILLE\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e15.1 Purpose corporations: a response to customers' expectations of \"responsible\" capitalism 197\u003c\/p\u003e \u003cp\u003e15.2 The \"customer loyalty paradox\" in purpose corporations 202\u003c\/p\u003e \u003cp\u003e15.3 Toward a new relationship marketing strategy 206\u003c\/p\u003e \u003cp\u003e15.4 References 213\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 16 Complex Customer Experience Management with Multi-stakeholders 215\u003c\/b\u003e\u003cbr\u003e\u003ci\u003eAmélie MARTIN\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e16.1 From customer experience to its management 216\u003c\/p\u003e \u003cp\u003e16.2 Integrating stakeholders in customer experience management 219\u003c\/p\u003e \u003cp\u003e16.3 Using value propositions to align stakeholders 221\u003c\/p\u003e \u003cp\u003e16.4 Conclusion 225\u003c\/p\u003e \u003cp\u003e16.5 References 226\u003c\/p\u003e \u003cp\u003eList of Authors 229\u003c\/p\u003e \u003cp\u003eIndex 233\u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Social services \u0026amp; welfare, criminology [\u003ca title=\"See our other books on Social services \u0026amp; welfare, criminology\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Social%20services%20\u0026amp;%20welfare,%20criminology%20%5BJK%5D%22\"\u003eJK\u003c\/a\u003e]\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003c\/font\u003e","brand":"Wiley-ISTE","offers":[{"title":"Brand New","offer_id":52446790680856,"sku":"9781786308504","price":111.99,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9781786308504.jpg?v=1785113822","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/new-frontiers-of-customer-strategy-managing-sustainable-environmental-and-ethical-transitions-hardback-9781786308504","provider":"Freshly Printed Books","version":"1.0","type":"link"}