Emergent Strategies for E-Business Processes, Services and Implications: Advancing Corporate Frameworks
暂无分享,去创建一个
[1] Raymond McLeod,et al. Customer Relationship Management: Integrating Marketing Strategy and Information Technology , 2002 .
[2] Martin Christopher,et al. Relationship Marketing: Creating Stakeholder Value , 2002 .
[3] R. Yin. Case Study Research: Design and Methods , 1984 .
[4] Jerry Fjermestad,et al. Electronic Commerce Customer Relationship Management: A Research Agenda , 2003, Inf. Technol. Manag..
[5] Jean Perrien,et al. The implementation of relationship marketing in commercial banking , 1993 .
[6] Abbie Griffin,et al. The Voice of the Customer , 1993 .
[7] A Donabedian,et al. Criteria and standards for quality assessment and monitoring. , 1986, QRB. Quality review bulletin.
[8] S. Hunt,et al. The Commitment-Trust Theory of Relationship Marketing , 1994 .
[9] V. Zeithaml. Service quality, profitability, and the economic worth of customers: What we know and what we need to learn , 2000 .
[10] W. Reinartz,et al. The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration , 2003 .
[11] D. Collings,et al. Valuing customers , 2005 .
[12] Bernard J. Jaworski,et al. Market orientation: The construct, research propositions, and managerial implications. , 1990 .
[13] Darrell K. Rigby,et al. Avoid the four perils of CRM. , 2002, Harvard business review.
[14] Lucie K. Ozanne,et al. Patients' Perceptions of Service Quality Dimensions , 2001, Health marketing quarterly.
[15] E. Gummesson. Return on relationships (ROR): the value of relationship marketing and CRM in business‐to‐business contexts , 2004 .
[16] M. D. Dunnette. Handbook of Industrial and Organizational Psychology , 2005 .
[17] Ricardo Chalmeta,et al. Methodology for customer relationship management , 2006, J. Syst. Softw..
[18] F. Dwyer,et al. Developing Buyer-Seller Relationships: , 1987 .
[19] E. Gummesson. Quality Research in Management: addressing Complexity, Context and Persona , 2006 .
[20] Leonard J. Paas,et al. Towards a general definition of customer relationship management , 2001 .
[21] Lawrence A. Crosby,et al. Relationship Quality in Services Selling: An Interpersonal Influence Perspective: , 1990 .
[22] C. Ennew,et al. The Impact of Service Quality and Service Characteristics on Customer Retention: Small Businesses and their Banks in the UK1 , 1996 .
[23] Don Peppers,et al. CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time , 2001 .
[24] John C. Haughey. The Loyalty Effect , 1997, Business Ethics Quarterly.
[25] Han-Yuh Liu,et al. Development of a Framework for Customer Relationship Management (CRM) in the Banking Industry , 2007 .
[26] D. Gilbert,et al. How e‐CRM can enhance customer loyalty , 2003 .
[27] J. Sheth. The future of relationship marketing , 2002 .
[28] Geoff Easton,et al. Industrial Networks: A New View of Reality , 1992 .
[29] Wayne D. Hoyer,et al. The Customer Relationship Management Process: Its Measurement and Impact on Performance , 2004 .
[30] Stephanie Coyles,et al. Customer retention is not enough , 2005 .
[31] Ting-Yueh Chang,et al. A Study on Service Employees' Customer-Oriented Behaviors , 2008 .
[32] Carl F. Mela,et al. Size and Share of Customer Wallet , 2007 .
[33] T. Keiningham,et al. A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics , 2007 .
[34] David T. Wilson,et al. Implementing Relationship Strategy , 2000 .
[35] Jean Perrien,et al. Explaining and Evaluating the Implementation of Organizational Relationship Marketing in the Banking Industry: Clients' Perception , 1999 .
[36] Edward Toomer,et al. Qualitative Methods in Management Research , 1989 .