References

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• 2003Understanding customer relationship management (CRM)1,228 cited
• 1982The SOCO Scale: A Measure of the Customer Orientation of Salespeople1,055 cited
• 2002Exploring the Phenomenon of Customers' Desired Value Change in a Business-to-Business Context802 cited
• 1999Personal Selling and Sales Management: A Relationship Marketing Perspective800 cited
• 1996LEARNING FROM CUSTOMER DEFECTIONS793 cited
• 2006Salesperson Adaptive Selling Behavior and Customer Orientation: A Meta-Analysis705 cited
• 1994Understanding the Value of a Relationship452 cited
• 1984A MARKETING APPROACH FOR CUSTOMER RETENTION414 cited
• 1998Marketing communications : an integrated approach398 cited
• 2000Culture and Negotiation354 cited
• 2007Understanding success and failure in customer relationship management331 cited
• 2001Customer satisfaction: contrasting academic and consumers’ interpretations260 cited
• 2001Developing Loyal Customers with a Value-adding Sales Force: Examining Customer Satisfaction and the Perceived Credibility of Consultative Salespeople232 cited
• 2003A framework of dynamic CRM: linking marketing with information strategy