1Jenkins,M..TheCustomer-centred Strategy:Thinking Strategically About Your Customer.London:Institute of Manaagement Foundation;Pitman Publishing,1997. 被引量:1
5Swift R. S. Accelerating customer relationship:using CRM and relarionship technologies.Prentice-Hall. Inc,2001:20. 被引量:1
6Achim Waiter. Thomas Ritter. Hans Georg Gem Under. Value creation in buyer-seller relationalships. Industrial Marketing Management,2001, (30):365-377. 被引量:1