PurposeTo provide a concise briefing on the most topical issues and relevant implications from the top 400 management publications in the world.Design/methodology/approachThis briefing is prepared by an independent writer who adds their own impartial comments and places the argument in context.FindingsThe article, written in the academic style of exploratory research, reviews the literature on the concept of customer “rightness” and “wrongness” and fleshes out certain new perspectives in the context of the Hong Kong mobile‐telephone industry.Originality/valueProvides implementable strategies and practical thinking that has influenced some of the world's leading organizations.
Từ khóa
Tài liệu tham khảo
Woo, K. and Fock, H.K.Y. (2004), “Retaining and divesting customers: an exploratory study of right customers, ‘at risk’ right customers and wrong customers”, Journal of Services Marketing, Vol. 18 No. 3, pp. 187‐97, ISSN 0887‐6045.
