Strategies and tools for managing connected consumers

What motivates young technology-literate consumers in densely population areas? / Narasimha Vajjhala, American University of Nigeria, Nigeria, Kenneth Strang, Walden University, United States -- The new horizon of PR : community management, zeynep genel, okan university, Turkey -- Understanding generational impact in online business scenario : around virtual communities and social collaborations / Karthikeyan Shanmugam, SASTRA Deemed University, India, Vijayabanu C, SASTRA Deemed to be University, India -- The new horizon of public relations : community management / Zeynep Genel, Okan University, Turkey -- Quality strategies for customer loyalty in an e-service environment : a case of m-banking customers / Savdeep Vasudeva, DAV Institute of Engineering & Technology, India -- Tools and techniques used for customer relationship management- review & case studies : tools & techniques for crm / Geeta Sachdeva, NIT Kurukshetra, India -- A qualitatative insight into the persoal facors online impulse behavior / Harish Kumar, BML Munjal University, India, Ruchi Garg, BML Munjal University, India, Ritu chhikara, BML Munajl University, India, Payal kumar, BML Munajal University, India -- Quality dimension offline versus online : the relationship between shopping mall attractiveness quality dimensions and customer loyalty / Cecilia Silvestri, University of Tuscia ¿Viterbo, Italy, Eleonora Rapiti, Department of Economics and Management, University of "Tuscia", Italy, Michela Piccarozzi, Department of Enterprise and Engineering, Society and Management (DEIM) University of Tuscia, Italy -- Consumer perception of buying organic foods online : a case study in malaysia / Ernest Lim, Taylor's University, Malaysia -- Customer engagement : from social shopping to social learners/collaborators / Robin Cheng, Taylor's University, Malaysia -- Customer relationship management (crm) in digital environment / Selay Ilgaz Sümer, Baskent University, Turkey -- Ethical issues in the use of social media / Ali Shafiq, Taylor's University, Malaysia, Anbareen Jan, Taylor's University, Malaysia.