Set: Customer Relationship Management and Build your Customer Strategy.
Measuring the Quality Of Relationships In Consumer Services: An Empirical Study.
A Conceptual Framework for E-loyalty in Digital Business Environment.4th IEEE DEST.
A Model For Evaluating The Effectiveness of CRM Using the Balanced Scorecard.
E-CRM Web Service Attributes As Determinants of Customer Satisfaction with Retail Web Sites.
Understanding the antecedents to customer loyalty by applying structural equation modeling, Total Quality Management & Business Excellence, 18(3), 267-284.
Bohling, T., Bowman, D., La Valle, S., Mittal, V., Narayandas, D., Ramani, G., Varadarajan, R. CRM Implementation: Effectiveness Issues and Insights.
An Integrated Framework for Customer Value and Customer-Relationship Management Performance: A Customer-Based., Perspective From China.