1 |
Ang, Lawrence, and F.A. Buttle, "ROI on CRM: A Customer-journey Approach," www.CRM2DAY.com, 2002.
|
2 |
Bauer, Hans, H., Mark Grether, and Mark Leach, "Building Consumer Relations over the Internet," Industrial Marketing Management, Vol. 31, No. 2, pp. 155-163, 2002.
DOI
ScienceOn
|
3 |
Bennett, R., "Relationship Formation and Governance in Consumer Markets: Transactional Analysis versus the Behaviourist Approach," Journal of Marketing Management, Vol. 12, No. 5, pp. 417-436, 1996.
DOI
|
4 |
Dev, C. and Ellis, B., "Guest Histories: An Untapped Service Resource." Cornell Hotel and Restaurant Administration Quarterly, (August), pp. 28-37, 1991.
|
5 |
Etezadi-Amoli, J. and Farhoomand A., "A Structural Model of End User Computing Satisfaction and User Performance," Information & Management, Vol. 30, pp. 65-73, 1996.
DOI
ScienceOn
|
6 |
Fornell, C. and Larcker, D.F., "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error," Journal of Marketing Research, Vol. 18, pp. 39-50, 1981.
DOI
ScienceOn
|
7 |
Gamble, Paul R., Merlin Stone, and Neil Woodcock, Up Close and Personal? London: Kogan Page Ltd., 1999.
|
8 |
Greenberg, Paul, CRM at the Speed of light: Capturing and Keeping Customers in Internet real time (2nd ed.). Berkeley and London: McGraw-Hill, 2002.
|
9 |
Gronroos, Christian, Service Management & Marketing: A Customer Relationship Management Approach, 2nd edition, London: Wiley, 2000.
|
10 |
Hong, S.H., "The Criteria for Selecting Appropriate Fit Indices in Structural Equation Modeling and Their Rationales," The Korean Journal of Clinical Psychology, Vol. 19 No.1, pp. 1-177, 2000.
DOI
ScienceOn
|
11 |
Newcomb, M.D., Huba, G.T., and Bentler, P.M., "Determinants of Sexual and Dating Behaviours among Adolescence," Journal of Personality and Social Psychology, Vol. 50, pp. 428-38, 1986.
DOI
|
12 |
Ross J.W., Beath, C.M., and Goodhue, D.L., "Develop Long-term Competitiveness through IT Assets," Sloan Management Review, Vol. 38, No. 1, pp. 31-45, 1996.
|
13 |
Schlesinger, Leonard A. and Jeffrey Zornisky, "Job Satisfaction, Service Capability, and Customer Satisfaction: An Examination of Linkages and Management Implications," Human Resource Planning, Vol. 14, No. 2, pp. 141-149, 1991.
|