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...

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Main Authors:	Haque, A. K. M. Ahasanul, Rabbanee, Fazlul Kabir, Yasmin, Sanoara
Format:	Article
Language:	English
Published:	The International Journal Research Publications 2012
Subjects:	HF5001 Business. Business Administration
Online Access:	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

id	iium-26459
recordtype	eprints
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
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF5001 Business. Business Administration
spellingShingle	HF5001 Business. Business Administration Haque, A. K. M. Ahasanul Rabbanee, Fazlul Kabir Yasmin, Sanoara Relationship recovery: an integrated conceptual framework
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.
format	Article
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
title	Relationship recovery: an integrated conceptual framework
title_short	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_sort	relationship recovery: an integrated conceptual framework
publisher	The International Journal Research Publications
publishDate	2012
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
first_indexed	2023-09-18T20:39:26Z
last_indexed	2023-09-18T20:39:26Z
_version_	1777409265257938944

Relationship recovery: an integrated conceptual framework

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