The Compliance Business and Its Customers

Gaining Competitive Advantage by Controlling Your Customers

Authors: Kasabov, E., Warlow, A.

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About this book

The internet has changed the way consumers interact with companies. Businesses must maintain good levels of customer service in a digital world where old strategies may no longer suffice. This book explores what the successful compliance-centred businesses are doing to manage and improve customer experience.

About the authors

Edward Kasabov BA, MA, MSc, PhD is a Bulgarian academic with practitioner experience in the food and drinks industry and in entertainment and mass communications, and is currently Associate Professor in Marketing at Exeter University. Previously, he was an ESRC/EPSRC Advanced Institute of Management Research (AIM) Fellow and a lecturer in Marketing at University of Bath and has lectured at Cardiff University (Wales) and Trinity College Dublin (Ireland), among others. His academic and/or practitioner background is in three areas: 1. Strategy (clusters, regions and regional development; hi-tech clusters in biotechnology and life sciences; role of SMEs in clusters; peripheral and early stage clusters). 2. Marketing (automated marketing; dissatisfaction, service failure and recovery; relationship marketing; critical marketing theory). 3. Transition studies (privatisation and corporate restructuring; Central and Eastern European structural adjustment; role of institutions and informal institutions). His work has been published in leading journals, including European Journal of Marketing, Sloan Management Review, Regional Studies, Environment and Planning and European Planning Studies.

Alex Warlow B.Sc, M.Sc., B.A., FIDM is an agriculturalist and engineer by training, having worked for 25 years in marketing and product planning for a multinational agricultural machinery company which exported worldwide. For the last 20 years, he has run a consultancy business, Noridol Ltd., advising SMEs on management, business planning and marketing with a special interest in Direct Marketing. He undertakes training for private and public sector clients, and assists with grant application, especially in relation to SMEs, cooperatives, social enterprises and community groups working in the Welsh rural development sector on projects funded by the European Union and the Welsh Assembly Government. He is a trustee involved in the management of two social enterprises. He has prepared a number of reports, based on research, for the public sector. He is a guest lecturer and supports research projects at a number of universities and his work has appeared in European Journal of Marketing and Journal of Direct, Data and Digital Marketing Practice.

Table of contents (9 chapters)

Table of contents (9 chapters)
  • Introduction

    Pages 1-5

    Kasabov, Edward (et al.)

  • Defining and Understanding Customer Compliance

    Pages 6-10

    Kasabov, Edward (et al.)

  • How Did it All Come About?

    Pages 11-20

    Kasabov, Edward (et al.)

  • The Technology and its Applications

    Pages 21-35

    Kasabov, Edward (et al.)

  • New Forms of Service Provision

    Pages 36-59

    Kasabov, Edward (et al.)

Buy this book

eBook 24,99 €
price for Spain (gross)
  • ISBN 978-1-137-27115-0
  • Digitally watermarked, DRM-free
  • Included format: EPUB, PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
  • Institutional customers should get in touch with their account manager
Hardcover 51,99 €
price for Spain (gross)
Softcover 31,19 €
price for Spain (gross)

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Bibliographic Information

Bibliographic Information
Book Title
The Compliance Business and Its Customers
Book Subtitle
Gaining Competitive Advantage by Controlling Your Customers
Authors
Copyright
2012
Publisher
Palgrave Macmillan UK
Copyright Holder
Palgrave Macmillan, a division of Macmillan Publishers Limited
eBook ISBN
978-1-137-27115-0
DOI
10.1057/9781137271150
Hardcover ISBN
978-0-230-28419-7
Softcover ISBN
978-1-349-32934-2
Edition Number
1
Number of Pages
XI, 154
Topics