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Book Reports
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2 / 374 |
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AND BITNER, J. M., 2003. "Services Marketing." International edition. New York: McGraw-Hill companies, Inc.
ZIKMUND, W.G., MCLEOD, R.JR. AND GILBERT, F.W., 2003 Customer Relationship Management: Integrating Marketing Strategy and Information Technology. US: Leyh Publishing.
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DRAKE, C. AND GWYNNE, A. AND WAITE, N., 1998. Barclays Life customer satisfaction and royalty tracking survey: a demonstration of customer loyalty research in practice. International Journal of Back Marketing [online], 16 (7), Available from: http://zaccaria.emeraldinsight.com/vl=846741/cl=43/nw=1/rpsv/cw/mcb/02652323/v16n [accessed 8 Oct 2003]...
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Phil McGraw
Chapter 1 summary: Warren J. Keegan: Global Marketing Management, 7th Edition
Organisational Effectiveness
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