References
- Aase, K. K., “A Markov model for the pricing of catastrophe insurance futures and spreads,” Journal of Risk and Insurance, 68, 2001, 25–49.
- Albrecht, K., The Only thing that Matters: Bringing the Customer to the Center of Your Business, Harper Business, New York, 1992.
- Bhatia, A., Customer Relationship Management 1th edition, toolbox Portal for CRM, 1999.
- Breur, T. “The importance of focus for generating customer value,” Journal of Financial Services Marketing, 11(1), 2006, 64–71.
- Dimitriadis, S. and Stevens, E. “Integrated customer relationship management for service activities: An internal/external gap model,” Managing Service Quality, 2008, 18(5), 496–511.
- Edvardsson, B., Enquist, B. and Johnston, R. “Cocreating Customer Value Through Hyperreality in the Prepurchase Service Experience,” Journal of Service Research, 8(2), 2005, 149–161.
- Finnegan, D. J. and Currie, W. L. “A multi-layered approach to CRM implementation: An integration perspective,” European Management Journal, 28(2), 2010, 153–167.
- Gupta, S., Lehmann, D. and Stuart, J. “Valuing customer,” Journal of Marketing Research, 41(1), 2004, 7–18.
- Harrigan, P., Ramsey, E. and Ibbotson, P. “e-CRM in SMEs: An exploratory study in Northern Ireland,” Marketing Intelligence & Planning, 26(4), 2008, 385–404.
- Heim, G. R., Wentworth, W.R. and Peng, X, “The Value to the Customer of RFID in Service Applications,” Decision Sciences, 40(3), 2009, 477–512.
- Heinonen, K. “Reconceptualizing customer perceived value: The value of time and place,” Managing Service Quality, 14(2/3), 2004, 205–215.
- Holbrook, M. B. “Ethics in Consumer research”, in C. T. Allen and D. Roedder John (eds) Advances in Consumer Research, Vol.21, Provo, UT: Association for Consumer research, 1994.
- Holbrook, M. B. Consumer Value: a framework for analysis and research, Routledge, London, 1999.
- Howson, C. and Urbach, P. Scientific Reasoning: The Bayesian Approach, Open Court Publishing Company, Chicago, U.S., 1993.
- Järvinen, R. and Lehtinen, U. “Innovative Consumer e-Services in the Financial Sector,” Proceedings of the Nordic Consumer Policy Research Conference, Helsinki, Oct 3-5, 2007, 1–5.
- Joo, J. “An empirical study on the relationship between customer value and repurchase intention in Korean internet shopping malls,” Journal of Computer Information Systems, 2007, 53–62.
- Kim, H., Lee, J. and Han, J. “The Role of IT in Business Ecosystems,” Communications of the ACM, 53(5), 2010, 151–156.
- Kumar, V. and Reinartz, W. J. Customer Relationship Management: A Databased Approach, John Wiley & Sons, New Jersey, 2006.
- Ling, R., and Yen, D. C. “Customer relationship management: An analysis framework and implementation strategies,” Journal of Computer Information Systems, 41, 2001, 82–97.
- Maslow, A. H. Motivation and Personality, Harper, New York, 1954.
- Mass, P. and Graf, A. “Customer value analysis in financial services,” Journal of Financial Services Marketing, 13(2), 2008, 107–120.
- Pan, S. L., Lee, J. “Using e-CRM for a Unified View of the Customer,” Communications of the ACM, 46(4), 2003, 95–99.
- Payne, A., Frow, P. “A Strategic Framework for Customer Relationship,” Management Journal of Marketing, 69, 2005, 167–176.
- Peppers, D. and Rogers, M. The One to One Manager: Real World Lessons in Customer Relationship Management, Doubleday Business, New York, 1999.
- Pine, B. J. and Gilmore, J. H. “The Experience Economy,” Boston: Harvard Business School Press, 1999.
- Reichheld, F. F., Sasser, W. E. J. “Zero Defections: Quality Comes to Services,” Harvard Business Review, 68(5), 1990, 2–9.
- Rigby, D. K., Reichheld, F. F. and Schefter, P. “Avoid the Four Perils of CRM,” Harvard Business Review, 2002, 101–109.
- Romano, N. and Fjermestad, J. “Electronic Customer Relationship Management: An Assessment of Research,” International Journal of Electronic Commerce, 6(3), 2002, 59–111.
- Rust, R. T. and Lemon, K. N. “E-Service and the Consumer,” International Journal of Electronic Commerce, 5(3), 2001, 85–101.
- Rowley, J. “An analysis of the e-service literature: Towards a research agenda,” Internet Research, 16(3), 2006, 339–359.
- Sonnenberg, F. A. and Beck, J. R. “Markov models in medical decision making: A practical guide,” Medical Decision Making, 13, 1993, 322–338.
- Srinivassan, S., Anderson, R. and Ponnavolu, K. “Customer loyalty in e-commerce: An exploration of its antecedents and consequents”, Journal of Retailing, 78(1), 2002, 41–50.
- Swami, S., Martin, L. P. and Charles B. W. “Play It Again: Optimal Replacement Policies for a Motion Picture Exhibitor,” Manufacturing & Service Operations Management, 3, 2001, 369.
- Tiwana, A. and Ramesh, B. “E-services: Problems, opportunities, and digital platforms,” Proc. 34th Hawaii International Conference on System Sciences, Hawaii, 2001.
- Tseng, C. R. and Hwang, G. J. “Development of an automatic customer service system on the internet,” Electronic Commerce Research and Applications, 6(1), 2007, 19–28.
- Venkatesan, R., Kumar, V. and Bohling, T. “Optimal Customer Relationship Management Using Bayesian Decision Theory: An Application for Customer Select,” Journal of Marketing Research, 44(4), 2007, 579–594.
- Weingand, D. E. Customer Service Excellence: A Concise Guide for Librarians, American Library Association; illustrated edition, Chicago: ALA, 1997.
- Williams, K., Chatterjee, S. and Rossi, M. “Design of emerging digital services: A taxonomy,” European Journal of Information Systems, 17, 2008, 505–517.
- Woodruff, R. B. “Customer value: The next source for competitive edge,” Journal of the Academy of Marketing Science, 25(2), 1997, 139–153.
- Yan, O. H. M. Consumer Behavior in China: Customer Satisfaction and Cultural Value, Routledge, New York, NY, 1994.
- Zeithaml, V. A. “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,” Journal of Marketing, 52, 1988, 2–22.