Welcome to the Services & CRM SIG Webpage
Dr Harjit Sekhon
Dr Husni Kharouf
Aims & Membership
The SIG is interested in bridging the theory-practice divide in the areas of services marketing, customer engagement and customer management.
The SIG on Services Marketing and Customer Relationship Management created a LinkedIn group with the purpose of facilitating communication and mutual support among SIG members. You are warmly invited to join this group, and share information about publication and funding opportunities, ask and answer research-related questions, highlight job and doctoral study vacancies, and discuss issues of relevance to the SIG’s focus. You can find the group here:
Members of the SIG have produced the book “The Dark Side of CRM”. This is an edited book, which brings together the thoughts of leading academics and practitioners of customer relationship management, to define and explore the dark side of CRM across the themes of customers, relationships and management. The authors discuss a broad range of bad behaviours by both firms and customers, and their consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm’s profitability and return on investment. The book also explores how firms and policy makers might address such behaviours and manage them successfully. The book was published September 2015, by Routlegde, and is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy.