Relationship recovery: an integrated conceptual framework
Customer relationship management not only focuses on acquiring new customers and maintaining relationship with them but also emphasizes on winning back the defected customers. Understanding why the customers get defected and how to restore their trust and re-acquire relationship with them are of imm...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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The International Journal Research Publications
2012
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/26459/ http://irep.iium.edu.my/26459/1/Relationship_Recovery_An_Integrated_Conceptual_Framework.pdf |
| _version_ | 1848779651819765760 |
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| author | Haque, A. K. M. Ahasanul Rabbanee, Fazlul Kabir Yasmin, Sanoara |
| author_facet | Haque, A. K. M. Ahasanul Rabbanee, Fazlul Kabir Yasmin, Sanoara |
| author_sort | Haque, A. K. M. Ahasanul |
| building | IIUM Repository |
| collection | Online Access |
| description | Customer relationship management not only focuses on acquiring new customers and maintaining relationship with them but also emphasizes on winning back the defected customers. Understanding why the customers get defected and how to restore their trust and re-acquire relationship with them are of immense importance for the managers as well as academicians. Based on literature survey, this paper focuses on how to restore customer trust and relationship after the occurrence of a relationship failure event. It provides insights into the nature of relational problems, focuses on causes of relationship failure, and antecedents of customers’ exit decision from current relationship with the company after a transgression. It suggests a conceptual framework incorporating three key aspects of relationship recovery efforts – affective, functional and informational, that may lead the company to prove its trustworthiness to the customers after a transgression, which directs the company to win back relationships with them. Subsequently, propositions regarding different components of the model are presented in the paper, which are aiming towards reacquiring relationship with the defected customers. |
| first_indexed | 2025-11-14T15:21:10Z |
| format | Article |
| id | iium-26459 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T15:21:10Z |
| publishDate | 2012 |
| publisher | The International Journal Research Publications |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-264592012-11-12T07:12:38Z http://irep.iium.edu.my/26459/ Relationship recovery: an integrated conceptual framework Haque, A. K. M. Ahasanul Rabbanee, Fazlul Kabir Yasmin, Sanoara HF5001 Business. Business Administration Customer relationship management not only focuses on acquiring new customers and maintaining relationship with them but also emphasizes on winning back the defected customers. Understanding why the customers get defected and how to restore their trust and re-acquire relationship with them are of immense importance for the managers as well as academicians. Based on literature survey, this paper focuses on how to restore customer trust and relationship after the occurrence of a relationship failure event. It provides insights into the nature of relational problems, focuses on causes of relationship failure, and antecedents of customers’ exit decision from current relationship with the company after a transgression. It suggests a conceptual framework incorporating three key aspects of relationship recovery efforts – affective, functional and informational, that may lead the company to prove its trustworthiness to the customers after a transgression, which directs the company to win back relationships with them. Subsequently, propositions regarding different components of the model are presented in the paper, which are aiming towards reacquiring relationship with the defected customers. The International Journal Research Publications 2012-04 Article PeerReviewed application/pdf en http://irep.iium.edu.my/26459/1/Relationship_Recovery_An_Integrated_Conceptual_Framework.pdf Haque, A. K. M. Ahasanul and Rabbanee, Fazlul Kabir and Yasmin, Sanoara (2012) Relationship recovery: an integrated conceptual framework. Research Journal of Social Science and Management, 1 (12). pp. 60-75. ISSN 2251-1571 http://www.theinternationaljournal.org/ojs/index.php?journal=tij&page=article&op=view&path%5B%5D=790 |
| spellingShingle | HF5001 Business. Business Administration Haque, A. K. M. Ahasanul Rabbanee, Fazlul Kabir Yasmin, Sanoara Relationship recovery: an integrated conceptual framework |
| title | Relationship recovery: an integrated conceptual framework |
| title_full | Relationship recovery: an integrated conceptual framework |
| title_fullStr | Relationship recovery: an integrated conceptual framework |
| title_full_unstemmed | Relationship recovery: an integrated conceptual framework |
| title_short | Relationship recovery: an integrated conceptual framework |
| title_sort | relationship recovery: an integrated conceptual framework |
| topic | HF5001 Business. Business Administration |
| url | http://irep.iium.edu.my/26459/ http://irep.iium.edu.my/26459/ http://irep.iium.edu.my/26459/1/Relationship_Recovery_An_Integrated_Conceptual_Framework.pdf |