How to cite this paper
APA: Davand, Z & Hozouri, S. (2013). An exploration study to detect important factors influencing customer relationship management on reducing unhappy clients. Management Science Letters, 3(12), 3059-3064.
Chicago/Turabian: Davand, Z & Hozouri, S. 2013. "An exploration study to detect important factors influencing customer relationship management on reducing unhappy clients." Management Science Letters 3, no. 12 (2013): 3059-3064.
AMA: Davand, Z & Hozouri, S. An exploration study to detect important factors influencing customer relationship management on reducing unhappy clients. Management Science Letters. 2013;3(12):3059-3064.
References
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Luck, D., & Lancaster, G. (2003). E-CRM: customer relationship marketing in the hotel industry. Managerial Auditing Journal, 18(3), 213-231.
Romano Jr, N. C., & Fjermestad, J. (2003). Electronic commerce customer relationship management: a research agenda. Information Technology and Management, 4(2-3), 233-258.
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Stiglitz, J. E., & Weiss, A. (1981). Credit rationing in markets with imperfect information. The American economic review, 71(3), 393-410.
Kimiloglu, H., & Zarali, H. (2009). What signifies success in e-CRM?. Marketing Intelligence & Planning, 27(2), 246-267.
Ahmad, M. S., & Rashid, S. (2012). ECRM and customers: a case of Askari Commercial Bank, Pakistan. Business Strategy Series, 13(6), 323-330.
Franco, J. J. (1990). Customer satisfaction: The partnership imperative. Training and Development Journal, 44(7), 80-82.
Hsieh, A.T., & Li, C.K. (2011). The moderating effect of brand image on public relations perception and customer loyalty. Marketing Intelligence & Planning, 26(1), 26-42.
Lee-Kelley, L., Gilbert, D., & Mannicom, R. (2003). How e-CRM can enhance customer loyalty. Marketing Intelligence & Planning, 21(4), 239-248.
Leuthesser, L., Kohli, C.S. & Harich, K.R. (2010). Brand image: the halo effect measure. European Journal of Marketing, 29(4), 57-66.
Luck, D., & Lancaster, G. (2003). E-CRM: customer relationship marketing in the hotel industry. Managerial Auditing Journal, 18(3), 213-231.
Romano Jr, N. C., & Fjermestad, J. (2003). Electronic commerce customer relationship management: a research agenda. Information Technology and Management, 4(2-3), 233-258.
Sivaraks, P., Krairit, D., & Tang, J. (2011). Effects of e-CRM on customer–bank relationship quality and outcomes: The case of Thailand. The Journal of High Technology Management Research, 22(2), 141-157.
Stiglitz, J. E., & Weiss, A. (1981). Credit rationing in markets with imperfect information. The American economic review, 71(3), 393-410.
Kimiloglu, H., & Zarali, H. (2009). What signifies success in e-CRM?. Marketing Intelligence & Planning, 27(2), 246-267.