Customer Relationship Management : A Case Study on AGA GAS AB
作者： Wahid Gilani , Csilla Nagy
DOI:
关键词:
摘要: Background: Customer Relationship Management is a relatively new concept in the area of management.CRM not an easy process; it strategic approach that concerned to create shareholder value ...
参考文章(59)
Michael E. Porter, From Competitive Advantage to Corporate Strategy Readings in Strategic Management. pp. 234- 255 ,(1989) , 10.1007/978-1-349-20317-8_17
Francis Buttle, Customer Relationship Management : Concepts and tools Taylor & Francis. ,(2004)
Mahn Hee Yoon, Sharon E. Beatty, Jaebeom Suh, The effect of work climate on critical employee and customer outcomes International Journal of Service Industry Management. ,vol. 12, pp. 500- 521 ,(2001) , 10.1108/EUM0000000006095
Adrian Thornhill, Mark N. K Saunders, Philip Lewis, Research Methods for Business Students ,(1999)
Robert K. Yin, Case Study Research: Design and Methods ,(1984)
Reinartz W, Kumar, The mismanagement of customer loyalty. Harvard Business Review. ,vol. 80, pp. 86- 94 ,(2002)
Robert S. Kaplan, David P. Norton, The balanced scorecard : measures that drive performance ,(2015)
Naresh K. Malhotra, Daniel Nunan, David F. Birks, Marketing Research: An Applied Approach ,(2000)
Injazz J. Chen, Karen Popovich, Understanding customer relationship management (CRM): People, process and technology Business Process Management Journal. ,vol. 9, pp. 672- 688 ,(2003) , 10.1108/14637150310496758
Yurong Xu, David C. Yen, Binshan Lin, David C. Chou, Adopting customer relationship management technology Industrial Management and Data Systems. ,vol. 102, pp. 442- 452 ,(2002) , 10.1108/02635570210445871