Concepedia
Journal of Retailing and Consumer Services · 2007 · 95 citations · 17 references
Relationship MarketingCustomer SatisfactionBusiness IntelligenceManagementBusinessConsumer ResearchRetail Trade JournalsSale ResearchCustomer Relationship ManagementContent AnalysisMarketingCustomer Journey Analysis
17
A Strategic Framework for Customer Relationship Management
Adrian Payne, Pennie Frow · Journal of Marketing · 2005 · 2K citations
Customer Experience, Relationship Marketing, Customer Satisfaction +14
The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention
Anders Gustafsson, Michael D. Johnson, Inger Roos · Journal of Marketing · 2005 · 1.5K citations
Relationship Marketing, Customer Satisfaction, Behavioral Decision Making +12
The Role of Relational Information Processes and Technology Use in Customer Relationship Management
Satish Jayachandran, Subhash Sharma, Peter A. Kaufman et al. · Journal of Marketing · 2005 · 962 citations
Customer Satisfaction, Business Intelligence, Digital Marketing +16
Why Do Customer Relationship Management Applications Affect Customer Satisfaction?
Sunil Mithas, Mayuram S. Krishnan, Claes Fornell · Journal of Marketing · 2005 · 777 citations
Customer Experience, Customer Satisfaction, Relationship Marketing +11
Making Customer Relationship Management Work: The Measurement and Profitable Management of Customer Relationships
Lynette Ryals · Journal of Marketing · 2005 · 409 citations
Customer Experience, Relationship Marketing, Customer Satisfaction +15