Customer Relationship Management
Pazzanese, Christina. 2007. To get a train-delay refund, you must click the link. Christina Pazzanese. Boston Globe. Boston, Mass.: Oct 21, 2007
Birud Sindhav, Jonna Holland, Amy Risch Rodie, Phani Tej Adidam, Louis G Pol. 2006. The Impact of Perceived Fairness on Satisfaction: Are Airpor Security Measures Fair? Does it Matter? Journal of Marketing Theory and Practice. Vol. 14, Iss. 4; pg. 323.
“Customers are angry because they feel they are not treated fairly.” Discuss, using the background articles that address customer fairness. Your discussion should demonstrate an understanding of the 3 types of fairness discussed in the assigned articles. You may use additional sources (but not Wikipedia). Write an organized, logical paper, 700-1500 words.
Your discussion should:
==> Demonstrate understanding of impact of FAIRNESS on CRM
==> Include application of fairness concepts, as described in the readings
==>Take a strong position (not wishy-washy)
==>Avoid repeating definitions