More and more, in business, we have to deal with selfish, arrogant clients who always ask for more whitout giving nothing, does not care their providers and don't hesitate to fire them as a paper handkeshift.
The ain of this project is to understant midle and long term consequences of this attitude competitiveness of the firm managed like that.
Perhaps Bob Sutton's new book "The Asshole Survival Guide: How to Deal with People Who Treat You Like Dirt" could be useful in thinking about this question?
https://fcs.revues.org/1984 :
Réclamations « déviantes » des clients : Quelles réponses pour les organisations ?
Réclamations « déviantes » des clients : Quelles réponses pour les organisations ?
Managing « deviant » customer complaints : what answer can organisations adopt ? Fanny Reniou, Aurélien Rouquet, Jean-Baptiste Suquet et Dilip Subramanian, Finance Contrôle stratégie, 20/03 2017
Reach out to such toxic clients only in the short-term. Develop only transnational relationships.
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