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Managing the change from marketing planning to customer relationship management
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Managing the change from marketing planning to customer relationship management (1996)Managing the change from marketing planni…Customer Success Management: The next evolution in customer management practice? (2020)Customer Success Management: …The role of social network websites in the consumer–brand relationship (2014)The role of social network we…Exploring the relationship between information technology competence and quality management (2014)Exploring the relationship be…The relationship between CRM, RM, and business performance: A study of the hotel industry in Taiwan (2011)The relationship between CRM,…Effects of promotion on relationship quality and customer loyalty in the airline industry: The relationship marketing approach (2011)Effects of promotion on relat…A Two Phase Clustering Method for Intelligent Customer Segmentation (2010)A Two Phase Clustering Method…Factors influencing repeat visits to a destination: The influence of group composition (2009)Factors influencing repeat vi…Customer Relationship Management: A Strategic Perspective (2009)Customer Relationship Managem…The CRM process in retail and service sector firms in Japan: Loyalty development and financial return (2007)The CRM process in retail and…The relationship between a satisfactory in-store shopping experience and retailer loyalty (2006)The relationship between a sa…How can the Web help build customer relationships? (2006)How can the Web help build cu…An Empirical Study on the e-CRM Performance Influence Model for Service Sectors in Taiwan (2005)An Empirical Study on the e-C…Tailoring e‐service quality through CRM (2003)Tailoring e‐service quality t…An initial assessment of the influence of IT on TQM: a multiple case study (2003)An initial assessment of the …Managing customer relationships through E-business decision support applications: a case of hospital–physician collaboration (2001)Managing customer relationshi…Retention sans frontieres: issues for financial service retailers (1999)Retention sans frontieres: is…A Paradigm for Developing Better Measures of Marketing Constructs (1979)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Service quality, satisfaction, perceived value and loyalty among customers in commercial banking in Nakuru Municipality, Kenya (2012)The influence of customer loyalty on small island economies: an empirical and exploratory study (2015)Mechanics of engendering customer loyalty: A conceptual framework (2018)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)The rise and fall of strategic planning (1995)Towards a Methodology for Developing Evidence‐Informed Management Knowledge by Means of Systematic Review (2003)Corporate blogs as e-CRM tools – Building consumer engagement through content management (2010)Customer management and CRM: addressing the dark side (2011)Impact of customer integration on project portfolio management and its success—Developing a conceptual framework (2012)Structural equation modeling in practice: A review and recommended two-step approach. 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  • 2020Customer Success Management: The next evolution in customer management practice?73 cited
  • 2005

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An Empirical Study on the e-CRM Performance Influence Model for Service Sectors in Taiwan
71 cited
  • 2011Effects of promotion on relationship quality and customer loyalty in the airline industry: The relationship marketing approach64 cited
  • 2014Exploring the relationship between information technology competence and quality management63 cited