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William O. and Jesse E.Teel(1983) “Selscted Determinants of Customer Satisfaction and Complain Reports,” Journal of Marketing Research, 20(February), pp. 21 ?28 Berry, Leonard L, and A, Parasuraman(1991), Marketing Services: Competing Through Quality, The Free Press.
16). Boulding, William, Richard
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Boulding, K.E., The Image, (the University of Michigan Press, 1963).
Scott, William A., "Psychological and Social Correlates of International Images," in H.C. Kelman(ed.), International Behavior, (New York: Halt, Rinehart and Winston, 1966), pp.71~105.
Yukl, G., Leadership in Organization,(Upper S
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지만, CRM의 뒤에 나오는 비연속적인 출현까지는 예측할 수 없다.
2) 특별 섹션에서 이 아티클과 다른 아티클이 진보적 프로세스에 있어 CRM의 프랙티스와 이론의 움직임을 계속하는 다른 연구를 위한 촉매제 될 수 있다.
●토론
1) CRM의 다음은
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William Boulding, A. Kalra, R. Staelin, and V.A. Zeithaml, "A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions," Journal of Marketing Research, Vol. 30 (February), 1993, 7-27.
Zithaml, V. A., "Consumer Perceptions of Price, Quality, and Value: A Means-End Model an
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Boulding, William, Ajay Kalra, Richard Staelin, and Valarie A. Zeithaml, A Dynamic Process Model of Service Quality: From Expectations to Behaviorl Intentions, 8Journal of Marketing Research , Vol February 1993. pp. 7.~27.
Christopher, Martin, 8The Consumer Service Planner , Oxford/London 1992
Cor
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