Glanz, B. A. (1994). Building customer loyalty: How you can keep customers returning. New York, New York: Irwin Professional Publishing.
Customer Service
Kohler Company: (2004). Competency Connection Focus In The End Customer #1 - Customer Connections. Kohler, WI.
Leadership Development Program
Ford Maddox Ford. 1999. The Good Soldier: A Tale of Passion. Oxford University Press.
"The Good Soldier"
Donogh, J. (2000). Customer Loyalty--From the Customer's Perspective. Retrieved June 24, 2005 from the World Wide Web: <http://www.refresher.com/!loyalty2.html>.
E-Commerce in China
Uncles, Mark D., Dowling, Grahame R., and Hammond, Kathy, "Customer Loyalty and Customer Loyalty Programs." University of New South Wales School of Marketing Working Paper 98/6, University of New South Wales Web site. 27 Nov. 2004.
Loyalty Programs
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