How to cite this paper
Azad, N & Hashemi, S. (2013). A study on important factors influencing customer relationship management: A case study of Mobile service provider.Management Science Letters , 3(4), 1161-1166.
Refrences
Butcher, K., Sparks, B., & McColl-Kennedy, J. (2009). Predictors of customer service training in
hospitality firms. International Journal of Hospitality Management, 28(3), 389-396.
Bygballe, L. E., B?, E., & Gr?nland, S. E. (2012). Managing international supply: The balance
between total costs and customer service. Industrial Marketing Management, 41(3), 394-401.
Dong, P., Zhang, H., Luo, H., Chi, T. Y., & Kuo, S. Y. (2010). A network-based mobility
management scheme for future Internet. Computers & electrical engineering, 36(2), 291-302.
Florez, R., Ramon, J. M., Velez, M., Alvarez-Dardet, M. C., Araujo, P., & Sanchez, J. M. (2012). The
role of management control systems on inter-organisational efficiency: An analysis of export
performance. Studies in Managerial and Financial Accounting, 25, 195-222.
Gil, I., Berenguer, G., & Cervera, A. (2008). The roles of service encounters, service value, and job
satisfaction in achieving customer satisfaction in business relationships. Industrial marketing
management, 37(8), 921-939.
Kang, J., & Hyun, S. S. (2011). Effective communication styles for the customer-oriented service
employee: Inducing dedicational behaviors in luxury restaurant patrons. International Journal of
Hospitality Management, 31(3), 772-785.
Kankanhalli, A., Tan, B. C., & Wei, K. K. (2005). Understanding seeking from electronic knowledge
repositories: An empirical study. Journal of the American Society for Information Science and
Technology, 56(11), 1156-1166.
Le Bon, J., & Hughes, D. E. (2009). The dilemma of outsourced customer service and care: Research
propositions from a transaction cost perspective. Industrial Marketing Management, 38(4), 404-
410.
Merlo, O., Bell, S. J., Mengüç, B., & Whitwell, G. J. (2006). Social capital, customer service
orientation and creativity in retail stores. Journal of Business Research, 59(12), 1214-1221.
Piccoli, G., Brohman, M. K., Watson, R. T., & Parasuraman, A. (2009). Process completeness:
Strategies for aligning service systems with customers’ service needs. Business Horizons, 52(4),
367-376.
Steven, A. B., Dong, Y., & Dresner, M. (2012). Linkages between customer service, customer
satisfaction and performance in the airline industry: Investigation of non-linearities and
moderating effects. Transportation Research Part E: Logistics and Transportation Review, 48(4),
743-754.
Williams, P., Khan, M. S., Ashill, N. J., & Naumann, E. (2011). Customer attitudes of stayers and
defectors in B2B services: Are they really different?. Industrial Marketing Management, 40(5),
805-815.
Wouters, J. P. (2004). Customer service strategy options: A multiple case study in a B2B
setting. Industrial Marketing Management, 33(7), 583-592.
Yang, H. L., & Liu, C. L. (2009). A new standard of on-line customer service process: Integrating
language-action into blogs. Computer Standards & Interfaces, 31(1), 227-245.
Yoo, J. J., Arnold, T. J., & Frankwick, G. L. (2011). Effects of positive customer-to-customer service
interaction. Journal of Business Research. 65(9), 1313-1320.
hospitality firms. International Journal of Hospitality Management, 28(3), 389-396.
Bygballe, L. E., B?, E., & Gr?nland, S. E. (2012). Managing international supply: The balance
between total costs and customer service. Industrial Marketing Management, 41(3), 394-401.
Dong, P., Zhang, H., Luo, H., Chi, T. Y., & Kuo, S. Y. (2010). A network-based mobility
management scheme for future Internet. Computers & electrical engineering, 36(2), 291-302.
Florez, R., Ramon, J. M., Velez, M., Alvarez-Dardet, M. C., Araujo, P., & Sanchez, J. M. (2012). The
role of management control systems on inter-organisational efficiency: An analysis of export
performance. Studies in Managerial and Financial Accounting, 25, 195-222.
Gil, I., Berenguer, G., & Cervera, A. (2008). The roles of service encounters, service value, and job
satisfaction in achieving customer satisfaction in business relationships. Industrial marketing
management, 37(8), 921-939.
Kang, J., & Hyun, S. S. (2011). Effective communication styles for the customer-oriented service
employee: Inducing dedicational behaviors in luxury restaurant patrons. International Journal of
Hospitality Management, 31(3), 772-785.
Kankanhalli, A., Tan, B. C., & Wei, K. K. (2005). Understanding seeking from electronic knowledge
repositories: An empirical study. Journal of the American Society for Information Science and
Technology, 56(11), 1156-1166.
Le Bon, J., & Hughes, D. E. (2009). The dilemma of outsourced customer service and care: Research
propositions from a transaction cost perspective. Industrial Marketing Management, 38(4), 404-
410.
Merlo, O., Bell, S. J., Mengüç, B., & Whitwell, G. J. (2006). Social capital, customer service
orientation and creativity in retail stores. Journal of Business Research, 59(12), 1214-1221.
Piccoli, G., Brohman, M. K., Watson, R. T., & Parasuraman, A. (2009). Process completeness:
Strategies for aligning service systems with customers’ service needs. Business Horizons, 52(4),
367-376.
Steven, A. B., Dong, Y., & Dresner, M. (2012). Linkages between customer service, customer
satisfaction and performance in the airline industry: Investigation of non-linearities and
moderating effects. Transportation Research Part E: Logistics and Transportation Review, 48(4),
743-754.
Williams, P., Khan, M. S., Ashill, N. J., & Naumann, E. (2011). Customer attitudes of stayers and
defectors in B2B services: Are they really different?. Industrial Marketing Management, 40(5),
805-815.
Wouters, J. P. (2004). Customer service strategy options: A multiple case study in a B2B
setting. Industrial Marketing Management, 33(7), 583-592.
Yang, H. L., & Liu, C. L. (2009). A new standard of on-line customer service process: Integrating
language-action into blogs. Computer Standards & Interfaces, 31(1), 227-245.
Yoo, J. J., Arnold, T. J., & Frankwick, G. L. (2011). Effects of positive customer-to-customer service
interaction. Journal of Business Research. 65(9), 1313-1320.