Re-engineering the customer relationship: leveraging knowledge assets at IBM

[1]  Thomas H. Davenport,et al.  Book review:Working knowledge: How organizations manage what they know. Thomas H. Davenport and Laurence Prusak. Harvard Business School Press, 1998. $29.95US. ISBN 0‐87584‐655‐6 , 1998 .

[2]  Mary Jo Bitner,et al.  Technology infusion in service encounters , 2000 .

[3]  J. Wyatt.  Decision support systems. , 2000, Journal of the Royal Society of Medicine.

[4]  Joseph P. Cannon,et al.  Buyer–Seller Relationships in Business Markets , 1999 .

[5]  Linda L. Price,et al.  Commercial Friendships: Service Provider–Client Relationships in Context , 1999 .

[6]  Carla O'Dell,et al.  If Only We Knew What We Know: Identification and Transfer of Internal Best Practices , 1998 .

[7]  Frederik D. Wiersema,et al.  The Discipline of Market Leaders-Choose your customers , 2015 .

[8]  Varun Grover,et al.  Empirical Evidence on Swanson's Tri-Core Model of Information Systems Innovation , 1997, Inf. Syst. Res..

[9]  L. Berry.  Relationship marketing of services—growing interest, emerging perspectives , 1995 .

[10]  J. Deighton,et al.  Marketing and Seduction: Building Exchange Relationships by Managing Social Consensus , 1995 .

[11]  G. Day.  The Capabilities of Market-Driven Organizations , 1994 .

[12]  Bernard J. Jaworski,et al.  Market orientation: Antecedents and consequences , 1993 .

[13]  Jonathan K. Frenzen,et al.  Purchasing Behavior in Embedded Markets , 1990 .

[14]  Robert W. Ruekert,et al.  Marketing's Interaction with Other Functional Units: A Conceptual Framework and Empirical Evidence , 1987 .