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Ana Isabel Canhoto has written 3 work(s)
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Cover for 9781138803312 Cover for 9781138803329 Cover for 9780415628129 Cover for 9780415628112
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Product Description: Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm’s profitability and RoI...read more
By Ana Isabel Canhoto (editor)

Hardcover:

9781138803312 | Routledge, September 14, 2015, cover price $160.00 | About this edition: Customers are treated badly.

Paperback:

9781138803329 | Routledge, August 31, 2015, cover price $59.95 | About this edition: Customers are treated badly.

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