S-Space College of Business Administration/Business School (경영대학/대학원) Institute of Management Research (경영연구소) 경영논집 경영논집 vol.36 (2002)
불량고객의 유형과 전략적 관리
Strategic Management of Bad Customers
- Issue Date
- 서울대학교 경영연구소
- 경영논집, Vol.36 No.4, pp. 115-139
- There is a growing concern about bad customers who can cause problems to a firm as well as other customers. If a firm could reduce the expenditures due to bad customers, the firm could not only achieve higher profits but also enhance its relationships with best customers. The purpose of this article is therefore to investigate the basic types of bad customers, their characteristics, as well as systematic management. Various types of bad customers are considered, and possible resolutions and strategic implications are provided.