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• W2941506435 abstract "This chapter demonstrates how customer relationship management practices can sometimes have a dark side. It also describes customers' possible feelings when confronted with these practices and the consequences they may have, with a specific focus on the issue of personal data, a major concern for the consumer 4.0. Faced with companies' practices aimed at collecting as much data as possible and then using these data in the form of personalized commercial proposals that are sometimes perceived as intrusive, consumers end up resisting. They use different strategies to better protect their data and privacy, reduce this commercial pressure and limit the loss of control over the use that can be made of the data. These strategies essentially take two forms: technical or behavioral. The chapter also provides solutions for more effective and responsible practices that limit the probability of managers being confronted with the other side of the coin." @default.
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• W2941506435 date "2019-04-24" @default.
• W2941506435 modified "2023-10-17" @default.
• W2941506435 title "The Dark Side of Customer Relationship Management Practices in the Data Age: Managing Resistance and Perceived Intrusion for Responsible Practices" @default.
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• W2941506435 doi "https://doi.org/10.1002/9781119618324.ch13" @default.
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