مدلسازی مدیریت الکترونیکی ارتباط با مشتری در کارخانه ها- قسمت ۴۲اکتبر 7, 2020
Anderson, E.W., Fornell, C. (2000), Foundation of the American Customer Satisfaction Index, Total Quality Management, Vol.11, No.7, pp. 869-882.
Anderson, Eugene W., Clacs Fornell, and Donald R. Lehman (1994); “Customer Satisfaction, Market Share and Profitability,” Journal of Marketing, Vol. 58, pp. 53-66.
Aydin, S.and Ozer, G. (2005), National customer satisfaction indices: An implementation in the Turkish mobile telephone market, Marketing Intelligence & Planning, Vol.23, No.5, pp. 486-504.
Bitner, M.J. and Hubbert, A.R. (1994), Encounter satisfaction versus overall satisfaction versus quality, in Rust, .T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Newbury Park, CA, 72-4.
Bolton, R.N. and Drew, J.H. (1991), A multistage model of customers’ assessments of servicequality and value, Journal of Consumer Research, 17, pp. 375-84.
Bradshaw and brash C., (2001) , Managing customer relationships in the e-business world; international journal of retail and distribution management, 29, 520-530
Bruhn, M.,Grund ,M.A., (2000), Theory, Development and Implementation of National Customer Satisfaction Indices; The Swiss Index of Customer Satisfaction (SWICS), Total Quality Management , Vol.11, No.7, pp. 869-882.
Bultema, P. (2000 ), Getting the Big Picture on Operational CRM , Proceedings of DCI Customer Relationship Management Conference, Boston, MA, 27 – ۲۹ June.
Chi Lin, Chia. (2003), A critical appraisal of customer satisfaction and e-commerce, Managerial Auditing Journal, pp202-212
Christina, O., & Germà, C. (2002), Application of the european customer satisfaction index to postal services, Structural equation models versus partial least squares. Department of economical, university of gerona, 4, 1-28.
Coltman, T. (2007). Why build a customer relationship management capability?. Journal of Strategic Information Systems, 16, 301-320.
Creighton , S. ( 2000 ), Partnering for Success to The E-Business World , in Proceedings of DCI Customer Relationship Management Conference, Boston , MA, 27 – ۲۹ June.
Cronin, J. J. and Taylor, S. A, (1992), Measuring Service Quality: A Reexamination and Extention, Journal of Marketing, 56, pp. 55-68.
Dabholkar, P., Thorpe, D.I. and Rentz, J.Q, (1996), A measure of service quality for retail stores ,Journal of the Academy of Marketing Science, 24, pp. 3-16.
Davenport, T.H. and Short, J.E. (1990), The New Industrial Engineering: Information technology and Business Process Design, Sloan Management review, Vol. 31 No. 4, pp. 11 – ۲۷٫
Dimitriadis, S. Stevens, E. (2008), Integrated Customer Relationship Management for Service Activities: An Internal/External Gap Model, Managing Service Quality, Vol. 18 No. 5, 2008 pp. 496-511.
Duncan, Murray and Gary, Howat, (2002), The Relationships Among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre. Sport Management Review, 5, 25–۴۳٫
Dwayne, B., Pedro,S.C.and Alexandra, M, (2004), The role of communication and trust in explaining customer loyalty, European Journal of Marketing, Vol.38, No.9/10, pp1272-1293.
Dziugas.M. Kirsi.V. (2004). The Chalenges of Impelementing The Electronic Customer Relationship. Lappeenranta University of Technology The Department of Business dministration Trends in Global Marketing Strategies
- David, Meredith & Dagger, Tracey S. & Ng, Sandy (2011), Generating positive word-of mouth in the service experience, Managing Service Quality, Vol. 21 , No. 2, pp. 133-15118. R.
Edvardsson, B.,Johnson, M.D., & Strandvik, T, (2000), The effects of satisfaction and loyalty on profits and growth: Product versus services ,Total Quality Manangement,Vol. 11, No. 7, 917-927
Feinberg, J, Rajesh, Kadam, Leigh. Hokama, lksuk .Kim ( 2002 ), The State of electronic customer Relationship Management. International journal of retail and Distribution management, Vol 30. No 10.
Flynn, Jacqueline (1997); “The Odyssey of a Customer Inquiry”, Journal of Management Review [MRV], Vol. 86, p. 62.
Fonseca, J. (2009). Customer satisfaction study via a latent segment model. Journal of retailing and consumer services, 16(5), 352–۳۵۹
Fornell, C, (1992), A national customer satisfaction barometer: the swedish experience, Journal of marketing, 56(1), 6-21.
Grigoroudis, E. and Siskos, Y, (2003), A survey of customer satisfaction barometers: some results from the transportation–communications sector, European Journal of Operational Research, Vol.152, No.2, pp.334-53.
Gronroos, C., Ojasalo, K, (2004), Service productivity: Towards a conceptualization of the transformation of inputs into economic results in services, Journal of Business Research (57): 414–۴۲۳٫
Gruen, T.W., Summers, J.O. and Acito, F. (2000), Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations , Journal of Marketing, Vol.64, July.
Haataja, M, (2005), Development of Competitiveness of Knowledge-intensive Services, A paper presented at the ISPIM Conference “The Role of Knowledge in Innovation Management”, Porto, Portugal, Pp. 19-26.
Hayes, Jenny & Frances Dredge (1998); Managing Customer Service. USA: Gower.
Hill, Nigel, ( 1996 ), Customer satisfaction Measurement , Great Britain at the university press – Cambridge.
Hillabrant, W. & Earp, J, (1997), Measuring Customer Satisfaction, A Resource Guide for Vocational Rehabilitation Programs Serving American Indians and Alaska Natives.
Huang, Minxue & Cai, Fengyan & S. L. Tsang, Alex & Zhou, Nan. (2011),Making Your Online Voice Loud: The Critical Role of WOM Information, ememrald group, pp1-21
Jamal, A. and Naser, K, (2002), Customer satisfaction and retail banking: an assessment of someof the key antecedents of customer satisfaction in retail banking, International Journal of Bank Marketing, Vol. 20 No. 4, pp. 146-60.
Jamali, Dima. (2007), A study of customer satisfaction in the context of a public private partnership, International Journal of Quality & Reliability Management, Vol. 24, No. 4, pp. 370-385
Jan, U Becker; Goetz, Greve and Sönke, Albers (2009), The Impact of Technological and Organizational Implementation of CRM on Customeracquisition, Maintenance, and Retention , International Journal, of Research in Marketing , (26), 207–۲۱۵٫
Johnson, Johan & Fredrik Storm (2002), customer relationship management-case studies of five Swedish companies, Luieal University of Technology.
Johnson, M., Gustafsson, A., Andteassen, T., Lervik, L., & Cha, J, (2000), The evolution and future of national customer satisfaction index models, Journal of economic psychology, 22(2), 217-245.
Johnston, Robert. (2001), Linking complaint management to profit, International Journal of Service Industry Management, Vol. 12, No. 1, pp. 60-69