Management Research: Applying the Principles of Business Research Methods supports new researchers on every step of the research journey, from defining a project to communicating its findings, as well as balancing the technical aspects of research with the management of the project itself. Structured around the key stages of a research project, the text reflects the richness and diversity of current business and management research, both in its presentation of methods as well as its choice of examples drawn from different industries and organizations. This book explains the design, selection, development and implementation of appropriate research strategies in different management contexts and disciplines, providing practical guidance to the new researcher in carrying out ethical and inclusive research in today’s organizational and business environments, whilst also introducing a range of research methods and techniques. Each chapter includes learning outcomes and in-chapter call out boxes with real-life research examples to illustrate concepts and provide basis for discussion, as well as ‘next steps’ activities to help readers apply the content to their own live research projects. This second edition has been updated throughout to include: • enhanced pedagogical features such as discussion questions and online quizzes • new international examples and research-in-practice cases • greater emphasis on topics such as: Diversity and Inclusion through the research process, data collection and privacy, digitalisation, and the process of writing up research. Management Research provides essential reading for undergraduate and postgraduate students undertaking a dissertation, thesis or research project, as well as professionals currently practicing in the field. Extensive instructor and student resources support the work online, including an instructor’s manual, PowerPoint lecture slides, a question bank and downloadable MS Excel and SPSS data sets, as well as video tutorials that support the development of practical research skills.

Management Research: Applying the Principles of Business Research Methods supports new researchers on every step of the research journey, from defining a project to communicating its findings, as well as balancing the technical aspects of research with the management of the project itself. Structured around the key stages of a research project, the text reflects the richness and diversity of current business and management research, both in its presentation of methods as well as its choice of examples drawn from different industries and organizations. This book explains the design, selection, development and implementation of appropriate research strategies in different management contexts and disciplines, providing practical guidance to the new researcher in carrying out ethical and inclusive research in today’s organizational and business environments, whilst also introducing a range of research methods and techniques. Each chapter includes learning outcomes and in-chapter call out boxes with real-life research examples to illustrate concepts and provide basis for discussion, as well as ‘next steps’ activities to help readers apply the content to their own live research projects. This second edition has been updated throughout to include: • enhanced pedagogical features such as discussion questions and online quizzes • new international examples and research-in-practice cases • greater emphasis on topics such as: Diversity and Inclusion through the research process, data collection and privacy, digitalisation, and the process of writing up research. Management Research provides essential reading for undergraduate and postgraduate students undertaking a dissertation, thesis or research project, as well as professionals currently practicing in the field. Extensive instructor and student resources support the work online, including an instructor’s manual, PowerPoint lecture slides, a question bank and downloadable MS Excel and SPSS data sets, as well as video tutorials that support the development of practical research skills.

Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm's profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These need acknowledging, mitigating and controlling. This book is the first of its kind to define these dark sides, exploring also how firms and policy-makers might address such behaviours and manage them successfully. With contributions from many of the leading exponents globally of CRM and understanding customers, The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy.

Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm's profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These need acknowledging, mitigating and controlling. This book is the first of its kind to define these dark sides, exploring also how firms and policy-makers might address such behaviours and manage them successfully. With contributions from many of the leading exponents globally of CRM and understanding customers, The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy.