1. Bateson, J.E.G. (1985), “Self‐service consumer: an exploratory study”,Journal of Retailing, Vol. 61 No. 3, Fall, pp.49‐75.
2. Berry, L. (1983), “Relationship marketing. Emerging perspectives in marketing”,Proceedings of the AMA Conference, pp. 25‐8.
3. Blois, K.J. (1996), “Relationship marketing in organisational markets: when is it appropriate?”,Journal of Marketing Management, Vol. 17, pp. 213‐24.
4. Bonoma, T.V. and Johnson, W.J. (1978), “The social psychology of industrial buying and selling”,Industrial Marketing Management, Vol. 12, pp. 161‐73.
5. Value managed relationships: The key to customer retention and profitability