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  2. School of Management and Law
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  4. Publikationen School of Management and Law
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dc.contributor.authorSiems, Florian-
dc.contributor.authorRüeger, Brian-
dc.contributor.authorHannich, Frank-
dc.date.accessioned2018-08-29T13:35:45Z-
dc.date.available2018-08-29T13:35:45Z-
dc.date.issued2011-
dc.identifier.issn1555-4015de_CH
dc.identifier.issn2378-8526de_CH
dc.identifier.urihttps://digitalcollection.zhaw.ch/handle/11475/9916-
dc.description.abstractFollowing an initial break-in phase that included much discussion and hype, CRM has now materialized into a worldwide field of management in both research and everyday business. The ideal form of CRM continues to be a topic of discussion in literature and business. This paper will address one particular aspect of CRM as it investigates the question of whether and to what extent emotions play a role for CRM in B2B companies. Following a short introduction on the topic, the results of a manager survey that was conducted in Switzerland will be shown. It will here be seen that, although emotions are in fact important when it comes to CRM, they have not nearly been maximized to their fullest possible extent.de_CH
dc.language.isoende_CH
dc.publisherInternational Academy of Business and Economicsde_CH
dc.relation.ispartofEuropean Journal of Managementde_CH
dc.rightsLicence according to publishing contractde_CH
dc.subjectEmotionalde_CH
dc.subjectBusiness-to-businessde_CH
dc.subjectSwitzerlandde_CH
dc.subjectCRMde_CH
dc.subject.ddc658.8: Marketingmanagementde_CH
dc.titleThe emotional side of CRM : results from an empirical study in Switzerland for business-to-business companiesde_CH
dc.typeBeitrag in wissenschaftlicher Zeitschriftde_CH
dcterms.typeTextde_CH
zhaw.departementSchool of Management and Lawde_CH
zhaw.organisationalunitInstitut für Marketing Management (IMM)de_CH
zhaw.funding.euNode_CH
zhaw.issue1de_CH
zhaw.originated.zhawYesde_CH
zhaw.pages.end31de_CH
zhaw.pages.start19de_CH
zhaw.publication.statuspublishedVersionde_CH
zhaw.volume11de_CH
zhaw.publication.reviewPeer review (Publikation)de_CH
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Siems, F., Rüeger, B., & Hannich, F. (2011). The emotional side of CRM : results from an empirical study in Switzerland for business-to-business companies. European Journal of Management, 11(1), 19–31.
Siems, F., Rüeger, B. and Hannich, F. (2011) ‘The emotional side of CRM : results from an empirical study in Switzerland for business-to-business companies’, European Journal of Management, 11(1), pp. 19–31.
F. Siems, B. Rüeger, and F. Hannich, “The emotional side of CRM : results from an empirical study in Switzerland for business-to-business companies,” European Journal of Management, vol. 11, no. 1, pp. 19–31, 2011.
SIEMS, Florian, Brian RÜEGER und Frank HANNICH, 2011. The emotional side of CRM : results from an empirical study in Switzerland for business-to-business companies. European Journal of Management. 2011. Bd. 11, Nr. 1, S. 19–31
Siems, Florian, Brian Rüeger, and Frank Hannich. 2011. “The Emotional Side of CRM : Results from an Empirical Study in Switzerland for Business-to-Business Companies.” European Journal of Management 11 (1): 19–31.
Siems, Florian, et al. “The Emotional Side of CRM : Results from an Empirical Study in Switzerland for Business-to-Business Companies.” European Journal of Management, vol. 11, no. 1, 2011, pp. 19–31.


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