Ohung, Sungmi and Mike Sherman. 2002. "Emerging Marketing: Companies don't need state-of-the-art tools, huge volumes of customer information, and armies of experts to use continuous relationship marketing effectively." The McKinsey Quarterly, 62+.
Relationship Marketing
Gronroos, C. (1994). From marketing mix to relationship marketing: Towards a paradigm shift in marketing. Asia-Australia Marketing Journal, 2(1), 9-29.
Customer Satisfaction
Swift Ronald S. (2000), Accelerating Customer Relationships----Using CRM and Relationship Technologies. Prentice-Hall.
Customer Relationship Management
Don't get stuck in these customer satisfaction ruts. (2003) Report on Customer Relationship Management) Institute of Management & Administration, September 1. Retrieved July 9, 2004 from www.highbeam.com.
Customer Service
Srinivasan, S. (2004). Customer relationship management: its dimensions and effect on customer outcomes. Journal of Personal Selling and Sales Management, 9, p. 1-20.
Operations of K2 Skis
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