"This book is for those who wish to improve their understanding of the strategic role of marketing 2.0, digital customer experience and social customer relationship management on social networks and the importance of social networks to build loyalty in the web 4.0 era"--.

• Cover
• Title Page
• Copyright Page
• Book Series
• Table of Contents
• Detailed Table of Contents
• Preface
• Chapter 1: A Machine Learning Approach to Classify the Telecommunication Customers Based on Their Profitability
• Chapter 2: Website Usability, Website Interactivity, and Website Personality as Drivers of Online Purchase
• Chapter 3: A Conceptual Framework of the Challenges and Benefits of Social Customer Relationship Management
• Chapter 4: Towards Integrating the Customer-Supplier Relationship in Perceived Value Conceptualization
• Chapter 5: Using Social Media to Manage Customer Expectations and Quality Perceptions in the Hospitality Industry
• Chapter 6: Environmental Sustainability, Value Co-Creation, and Innovation in Service Industries With the Lens of S-D Logic
• Chapter 7: Defining and Measuring the Perceived Quality of a Virtual Community
• Chapter 8: Data Mining for CRM
• Chapter 9: Deep Learning Approach for Detecting Customer Churn in Telecommunication Industry
• Chapter 10: Customer Journey Redefined
• Chapter 11: Social Customer Relationship Management (S-CRM)
• Chapter 12: Social Network Customer Relationship Management for Orchestras
• Compilation of References
• About the Contributors
• Index