Author:
Kirakosyan Kristine,Dănăiaţă Doina
Reference18 articles.
1. Crosby, L.A., Evans, K.R., & Cowles, D. (1990). Relationship quality in services selling - An interpersonal influence perspective. The Journal of Marketing, 52, 64-77.
2. Storbacka, K., Strandvik, T., & Grönroos, C. (1994). Managing customer relationship for profit: The dynamics of relationship quality. International Journal of Service, Industry Management, 5(5), 21-38.
3. Ernst&Young (2012). Global Consumer Banking Survey 2012. The customer takes control. Retrieved from http://www.ey.com/Publication/vwLUAssets/Global_Consumer_Banking_Survey_2012_The_customer_takes_control/$FILE/Global_Co nsumer_Banking_Survey_2012.pdf.
4. Iyer, G.R., & Bejou, D. (2004). Customer Relationship Management in Electronic Markets. Journal of Relationship Marketing, 2(3), 1-13 .
5. Reinartz, W., & Kumar, V. (2002). The Mismanagement of Customer Loyalty. Harvard Business Review, 80 (July), 86-94.
Cited by
16 articles.
订阅此论文施引文献
订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献