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Thèses sur le sujet « Customer relations »

Auteur : Grafiati

Publié le 4 juin 2021

Mis à jour le 25 juillet 2025

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1

Chan, Wa Kimmy. "Three studies on understanding customer relationship management in services customer-firm affection, customer-staff proximity, and customer co-production /." Click to view the E-thesis via HKUTO, 2008. http://sunzi.lib.hku.hk/hkuto/record/B39794039.

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Johansson, Malin, Markus Nilsson, and Carl-Douglas Thulin. "Factors Influencing Customer-relations in B2B - A Survey of Medical Rubber's Customers." Thesis, Kristianstad University College, Department of Business Administration, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-3159.

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<p>In order to be successful on the market it gets more and more important to have a good relation to your customer. Without a good relationship to your customer you are just one among many other competitors. A healthy relationship in which both parties are satisfied is probably based on many different reasons. Many researchers in this field believe that power/dependence and commitment/trust are essential cornerstones in a business relationship. However, the researchers all stresses different factors that they believe influence these cornerstones. Our work is based on power, commitment and tru

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Chan, Wa Kimmy, and 陳華. "Three studies on understanding customer relationship management in services: customer-firm affection, customer-staff proximity, and customer co-production." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2008. http://hub.hku.hk/bib/B39794039.

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The Best PhD Thesis in the Faculties of Architexture, Arts, Business & Economics, Education, Law and Social Sciences (University of Hong Kong), Li Ka Shing Prize, 2007-2008.<br>published_or_final_version<br>Business<br>Doctoral<br>Doctor of Philosophy

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Cutcher, Leanne. "Banking on the customer customer relations, employment relations, and worker identity in the Australian retail banking industry /." Connect to full text, 2004. http://hdl.handle.net/2123/632.

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Thesis (Ph. D.)--University of Sydney, 2004.<br>Title from title screen (viewed 8 May 2008). Submitted in fulfilment of the requirements for the degree of Doctor of Philosophy to the Discipline of Work and Organisational Studies, School of Business, Faculty of Economics and Business. Includes bibliographical references. Also available in print form.

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Cutcher, Leanne Rose. "'Banking on the Customer': customer relations, employment relations and worker identity in the Australian retail banking industry." Thesis, The University of Sydney, 2004. http://hdl.handle.net/2123/632.

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Previously consigned to the anonymity of 'the product market' by researchers in traditional fields such as labour economics and industrial relations, the customer has recently attracted the attention of scholars from a diverse range of disciplines, including organisational behaviour, work psychology, labour process studies, gender studies, and critical management studies. In large part, this emerging interest in the customer is a result of the increasing dominance of service industries in developed economies and the recognition that service work entails a complex, three-way interaction betwee

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Cutcher, Leanne Rose. "'Banking on the Customer': customer relations, employment relations and worker identity in the Australian retail banking industry." University of Sydney. Business, 2004. http://hdl.handle.net/2123/632.

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Previously consigned to the anonymity of �the product market� by researchers in traditional fields such as labour economics and industrial relations, the customer has recently attracted the attention of scholars from a diverse range of disciplines, including organisational behaviour, work psychology, labour process studies, gender studies, and critical management studies. In large part, this emerging interest in the customer is a result of the increasing dominance of service industries in developed economies and the recognition that service work entails a complex, three-way interaction betwee

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Moore, Katie Dyretha. "Knowledge Sharing and Customer Relations in Mobility." ScholarWorks, 2019. https://scholarworks.waldenu.edu/dissertations/7168.

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After the events of September 11, 2001, inadequacies in how government organizations and agencies shared knowledge and communication with defense mission partners became readily apparent. A reasonable U.S. government information technology expectation is the integrated use of mobile phones across organizations and agencies. Yet, it is difficult to meet this expectation, as the provisioning process for mobile devices can be different for each government organization or agency. The Department of Commerce National Institute of Standards and Technology does not set provisioning standards, and orga

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8

Vallaud, Thierry. "Estimating potential customer value using customer data : using a classification technique to determine customer value /." Abstract and full text available, 2009. http://149.152.10.1/record=b3077978~S16.

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Thesis (M.S.) -- Central Connecticut State University, 2009.<br>Thesis advisor: Daniel Larose. "... in partial fulfillment of the requirements for the degree of Master of Science in Data Mining." Includes bibliographical references (leaves 37-39). Also available via the World Wide Web.

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9

Sandekela, Lindela Prince. "Customer relations management in SMMEs: an integrated approach." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/889.

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The research study was conducted to cover the Buffalo City Municipality (BCM) retail industry with direct emphasis on the supermarket industry. The research problem is as a result of the retail businesses in the BCM that continue to consider that if they have large data warehouses with masses of customer information, they have all what it takes to run a profitable business. Their failure to understand the organizational implications of moving towards a customer-centric approach often results in high costs from bad customer service and handling of customer complaints. The main problem was state

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Tierney, Joseph A. "The implementation of CRM at FISC Norfolk Detachment Philadelphia." Thesis, Monterey, Calif. : Springfield, Va. : Naval Postgraduate School ; Available from National Technical Information Service, 2003. http://library.nps.navy.mil/uhtbin/hyperion-image/03Jun%5FTierney.pdf.

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11

Li, Pu. "Customer relationship management : a research framework for investigating how customers' detailed preferences are learned and recorded /." View abstract or full-text, 2005. http://library.ust.hk/cgi/db/thesis.pl?ISMT%202005%20LI.

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Leistén, Justus, and Kamran Sairafi. "Enhancing Relationships : Strenghtening customer relations through sport sponsorship." Thesis, Jönköping University, JIBS, EMM (Entrepreneurship, Marketing, Management), 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-11722.

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<p>During the 1980s and 1990s, commercial sponsorship grew with a rapid pace with an increase in worldwide spending from $2 billion in 1984 to $18.1 billion in 1997. Also, when the sponsorship market grew the interest amongst business researchers grew and finally became an own topic within business. Further, within marketing there was also a change occurring during the same time. It was an evolutionary paradigm shift from the marketing mix and the 4Ps to Relationship Marketing and the focus on long-term relationships. The marketing mix and the 4Ps had been the dominating model since the 1950s

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Bartels, Judith. "Audit of the Salesforce.com application for ABC Inc." Menomonie, WI : University of Wisconsin--Stout, 2005. http://www.uwstout.edu/lib/thesis/2005/2005bartelsj.pdf.

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Dyer, Paul L. "The service encounter a meta theory of the customer/organization interaction and empirical tests of portions of the theory /." Access abstract and link to full text, 1989. http://0-wwwlib.umi.com.library.utulsa.edu/dissertations/fullcit/9013730.

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Mouton, Estelle. "Studente se persepsies van klientediens deur 'n akademiese departement." Pretoria : [s.n.], 2001. http://upetd.up.ac.za/thesis/available/etd-06102003-153400/.

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Bang, Jounghae. "Understanding customer relationship management from managers' and customers' perspective : exploring the implications of CRM fit, market orientation, and market knowledge competence /." View online ; access limited to URI, 2005. http://0-wwwlib.umi.com.helin.uri.edu/dissertations/dlnow/3188835.

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17

Tronvoll, Bård. "Customer complaint behaviour in service /." Karlstad : Faculty of Economic Sciences, Communication and IT, Business Administration, Karlstads universitet, 2008. http://www.diva-portal.org/kau/abstract.xsql?dbid=1625.

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Zhang, Annie Liqin. "Validation study of intangible business relationship value measurement a thesis submitted to Auckland University of Technology in partial fulfilment of the degree of Master of Business, June 2004 /." Click here to access this resource online, 2004. http://repositoryaut.lconz.ac.nz/theses/86/.

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Winkelmann, Sabine. "Customer-related consequences of downsizing /." [S.l. : s.n.], 2008. http://swbplus.bsz-bw.de/bsz294355618inh.htm.

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Keiningham, Timothy L. "Satisfaction and loyalty : examining and challenging the linkages leading to firm performance." Thesis, Staffordshire University, 2009. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.522117.

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21

Cassab, Harold. "Multi-channel service : performance and implications for customer retention /." Thesis, Connect to this title online; UW restricted, 2005. http://hdl.handle.net/1773/8749.

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Louw, Mariska. "Die kwaliteit van diensherstel van 'n lojaliteitsprogram binne die landbou-bedryf in Suid-Afrika." Diss., University of Pretoria, 2001. http://hdl.handle.net/2263/29535.

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AFRIKAANS: Bestuurders en personeel van dienslewering instansies staar huidiglik meer intensiewe klantediens eise in die gesig as ooit tevore. Vandag se klante is beter ingelig, stel meer vereistes en is meer self geldend wanneer diensprobleme ontstaan. Dit is gedeeltelik die gevolg van 'n styging in die vraag na toegevoegde waarde by produkte en dienste wat deur klante aangekoop word. Die klant se vraag na waarde lei tot 'n sterker fokus op 'n kombinasie van kwaliteit, billike pryse en goeie diens. Wanneer diensfalings ontstaan kan die diensverskaffer se reaksie die band versterk tussen die o

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Mtatsi, Siyabonga Chris. "Retaining customers through customer service in the telecomminications industry." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1018641.

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South African Mobile network industry has seen many developments since its inception in 1994. When mobile technology was introduced in this country, the first two mobile network operators, namely Vodacom and MTN, enjoyed vast benefits of being early entrance in this business space and they grew at rate that was much faster than they themselves had expected. As expected, in the past five years this growth rate has slowly diminished due to various economic factors; these factors included increase in Government regulations, increase in number of players in the mobile network space and ever evolvi

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24

Mortensen, Wayne. "Customer-supplier relations in the Australian information technology and telecommunications industry : a strategic perspective." Monash University, Faculty of Business and Economics, 1997. http://arrow.monash.edu.au/hdl/1959.1/8075.

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25

Fang, Er. "Creating customer value through customer participation in B2B markets : a value creation and value sharing perspective /." free to MU campus, to others for purchase, 2004. http://wwwlib.umi.com/cr/mo/fullcit?p3144415.

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Kwan, Ho Yan. "Customer-company identification in service failure context: the role of service recovery, corporate social responsibility, and customer participation." HKBU Institutional Repository, 2015. https://repository.hkbu.edu.hk/etd_oa/198.

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In today’s competitive marketplace, simply satisfying customers is no longer sufficient to assure long-term customer-firm relationships, especially for firms that experience a service failure. Companies are now looking for additional ways to secure customer retention and raise customer loyalty. By applying social identity theory, this research empirically explores customercompany identification (customer identification) and its potential predicting factors in a service failure context. Service failures are inevitable but create negative emotions and behaviors in consumers that are directed aga

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27

Kasabov, E. "An examination of the marketing and relationship concepts by analysing power, disciplining and compliance in customer-provider relations." Thesis, Coventry University, 2011. http://curve.coventry.ac.uk/open/items/fc20f17d-e8b9-4eb9-a91c-27968f5166d0/1.

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The main aim of this thesis, „An Examination of the Marketing and Relationship Marketing Concepts, by Analysing Power, Disciplining and Compliance in Customer-Provider Relations‟, is to expand knowledge and thinking in the subject area of marketing by researching power, disciplining and compliance in relations between customers and providers. As such, it is part of current developments in marketing theory, as the following discussion will illustrate. Marketing is a dynamic and evolving discipline (Saunders and Lee 2005) and has been enriched by the introduction of significant new topics such a

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Felix, Amoah. "Customer relationship management practiced by KOSAB." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1008046.

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Customer relationship management (CRM) presents a new paradigm shift to the old traditional marketing strategies that are known and practiced by many organisations in South Africa and across the globe. Competition is not an excuse for failure anymore. Organisations that do not have any concrete strategies in dealing with the customer will not survive in the market. The ultimate goal of CRM is to enable organisations to forge closer ties with the customer so that a solid bond can be created to enhance loyalty and satisfaction. The goal for this research was to identify the CRM strategies used b

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Burnham, Thomas Adams. "Measuring and managing consumer switching costs to improve customer retention in continuous services /." Digital version accessible at:, 1998. http://wwwlib.umi.com/cr/utexas/main.

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Dong, Beibei Zou Shaoming Evans Kenneth R. "The effects of customer participation on service outcomes a fit perspective /." Diss., Columbia, Mo. : University of Missouri--Columbia, 2009. http://hdl.handle.net/10355/6762.

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Title from PDF of title page (University of Missouri--Columbia, viewed on Feb 11, 2010). The entire thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file; a non-technical public abstract appears in the public.pdf file. Dissertation advisor: Dr. Shaoming Zou and Dr. Kenneth R. Evans. Vita. Includes bibliographical references.

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Xaluva, Bongiwe Lumka. "Improving customer retention at a selected medical fund through internal service quality and customer relationship management." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1008118.

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In today’s competitive arena, organisations need strategically to shift their focus from primarily concentrating on new customer acquisitions and rather to realise the importance of improving customer defections, thus looking at strategically retaining the existing customer base. Customer retention to all intents and purposes reflects the core of any service offering organisation and drives the competitiveness and viability of the business. Customer retention is a concern for all sector organisations including the medical aid schemes industry. It has been proven that retaining customers is les

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Tian, Xiaoguang. "Hybrid Models in Automobile Insurance: Technology Adoption and Customer Relations." Thesis, University of North Texas, 2019. https://digital.library.unt.edu/ark:/67531/metadc1538717/.

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Customer relationship management (CRM), a primary activity in the business value chain to relate to the customer, involves solicitation, analysis, and the use of the knowledge about the customer to provide goods and services through effective and efficient methods. It is a wise strategy and source of competitive advantage for customer behavior understanding and business performance management. The use of information technology (IT) in CRM allows companies to simplify their processes, to integrate product or service related decision making with the business strategies, and to optimize their ope

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Wübben, Markus. "Analytical CRM developing and maintaining profitable customer relationships in non-contractual settings /." Wiesbaden : Gabler, 2009. http://site.ebrary.com/id/10281287.

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Johansson, Emelie, Mats Pettersson, and Christer Zielinski. "CRM-systems påverkan på företag och dess kundrelationer." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-729.

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<p>Denna undersökning handlar om hur användandet av CRM-system (Customer Relationship Management) påverkar företag och dess kundrelationer. Forskningen om detta visar att CRM-system kan ge stora fördelar för både kunderna, företaget och relationerna där emellan. Men det finns många delar som påverkar hur mycket ett CRM-system förändrar relationerna mellan företag och deras kunder. Resultatet från denna undersökning kan vara av intresse för företag som går i tankarna att skaffa ett CRM-system eller förnya det som dem redan har. Vilket leder fram till vår problemfråga: Hur påverkar CRM-system fö

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Cäker, Mikael. "Management accounting as constructing and opposing customer focus : three case studies on management accounting and customer relations /." Linköping : Univ, 2005. http://www.bibl.liu.se/liupubl/disp/disp2005/tek933s.pdf.

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Meyer, Warren Carlo. "Investigating customer service excellence at Lakeside Spar." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1016.

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Service delivery is critical to the customer’s perception of value and is core to the success of an organisation. Excellent customer service incorporates the critical aspects of: expedient service delivery; open and honest communication; individual, personalised service; engendering customer loyalty; problem-solving; under-promising and over-delivering; meeting and exceeding expectations; efficient use of infrastructure, systems and procedures to facilitate efficient operations and, in particular, effective use of knowledge management with a focus on customer lifecycle care (Kingstone, 2004, 2

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Wong, Ka-kuen, and 黃嘉權. "Stochastic models for customer relationship management." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2004. http://hub.hku.hk/bib/B30289968.

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Roux, Anton Louis. "A roadmap to a successful customer relationship transformation." Thesis, Stellenbosch : Stellenbosch University, 2002. http://hdl.handle.net/10019.1/52693.

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Thesis (MBA)--Stellenbosch University, 2002.<br>ENGLISH ABSTRACT: The aim of this report was the evaluation of the current theoretical knowledge base and to use that to create and evaluate a technique or method to optimise the decision making processes at play in customer relationship management. The report contains much theory and discussions where attempts are made to address the primary problems that often come in the way of successful transformations. Rather than present empirical evidence in an attempt to prove one thing or the other, the focus is more conceptual in nature, but at

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Newton, David. "The impact of service provider citizenship behaviour and relational investments on customer commitment and behaviour : a study of airline customers." [St. Lucia, Qld.], 2003. http://www.library.uq.edu.au/pdfserve.php?image=thesisabs/absthe17036.pdf.

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Zhang, Haomin. "Essays on customer base concentration, SG&A costs stickiness, and investment efficiency." HKBU Institutional Repository, 2014. https://repository.hkbu.edu.hk/etd_oa/84.

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This thesis consists of two essays. Both essays are related to customer base concentration. In the first essay, I examine the impact of customer base concentration on selling, general, and administrative (SG&A) costs stickiness. With a sample of 65,549 firm-year observations from 9,460 unique firms on the US market from 1980 to 2012, I find that concentrated customer base accentuates SG&A costs stickiness, even after controlling for related variables such as asset intensity, employee intensity, firm size and firm age. Further findings indicate that the positive association between customer bas

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Morganstein, Susanne R. "Guest satisfaction in a college food service setting /." Online version of thesis, 1994. http://hdl.handle.net/1850/11576.

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Lam, Lai Ki. "Adoption of Customer Relationship Management (CRM) in local manufacturing industry /." access full-text access abstract and table of contents, 2005. http://libweb.cityu.edu.hk/cgi-bin/ezdb/thesis.pl?mphil-meem-b19887292a.pdf.

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Thesis (M. Phil.)--City University of Hong Kong, 2005.<br>"Submitted to Department of Manufacturing Engineering and Engineering Management in partial fulfillment of the requirements for the degree of Master of Philosophy." Includes bibliographical references.

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Ow, Caryn. "A qualitative analysis of the loyalty building attributes of customer loyalty programs on gaining loyalty to brands." Thesis, Edith Cowan University, Research Online, Perth, Western Australia, 2001. https://ro.ecu.edu.au/theses/1059.

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A paradigm shift from mass marketing to the concentrated focus on one-to-one marketing has led to a barrage of tactical strategies to instill long-tern consumer loyalty among organisations' most valued customers. At the forefronts of these strategies are customer loyalty programs. Since the inception of the first loyalty program, AAdvantage in 1981, the marketplace has seen a proliferation of these programs across a widening range of industries. Not surprisingly, this has led to significant interest in customer loyalty programs among academics and practitioners. Despite the skepticism of acade

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Bosse, Sebastian. "A systemic perspective of a customer relationship management solution for businesses /." Link to the online version, 2006. http://hdl.handle.net/10019/24.

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Madubanya, Peter Petrus Malesela. "The influence of customer relationship management on customer loyalty at a South African life insurance company." Thesis, Cape Peninsula University of Technology, 2015. http://hdl.handle.net/20.500.11838/2043.

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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology.<br>This thesis is prompted by the discussions around Customer Relationship Management (CRM) in the financial industry and life insurance companies in particular. The study seeks to gain better understanding of the influence that CRM has on Customer Loyalty in a selected South African life insurance company. While CRM has been approached by academics and practitioners from different perspectives, literature seems to be viewed as inconsistent and fragmented on this concept. The concept of CRM is a new approa

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Wachner, Trent. "Relationship strategies over the customer relationship lifecycle the differential effect of individual versus organizational relationships /." Online access for everyone, 2008. http://www.dissertations.wsu.edu/Dissertations/Spring2008/t_wachner_042108.pdf.

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Li, Bingxin, and 李冰心. "Understanding the role of knowledge resource and customer relationshipin value creation processes." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2010. http://hub.hku.hk/bib/B44719619.

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Woods-Duvendack, Tammy Hines Edward R. "Customer satisfaction an integral component of hospital strategy /." Normal, Ill. : Illinois State University, 2003. http://wwwlib.umi.com/cr/ilstu/fullcit?p3115183.

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Thesis (Ph. D.)--Illinois State University, 2003.<br>Title from title page screen, viewed Oct. 15, 2004. Dissertation Committee: Edward R. Hines (chair), Kenneth H. Strand, Ross A. Hodel, Zeng Lin. Includes bibliographical references (leaves 92-99) and abstract. Also available in print.

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49

Soutari, Hanna, and Jenny Almstedt. "Radisson SAS - Varför har deras företagskunder valt dem, och varför stannar de kvar." Thesis, Södertörn University College, School of Communication, Technology and Design, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-1880.

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<p><strong>Purpose: </strong>The purpose of this essay is to study how the hotel chain Radisson SAS works with prolonged customer relations with their business clients, with other words the clients that have business agreements with them.</p><p><strong>Methods: </strong>This study will contain an inductive approach and qualitative methods. The qualitative research method is in the shape of a deep interview with the sales manager of Radisson SAS and qualitative interviews of chosen business clients to the hotel.</p><p><strong>Results: </strong>The results of this investigation show that busines

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Jasper, Frank Raymond. "Determining the critical elements of the customer intimacy framework." Thesis, Edith Cowan University, Research Online, Perth, Western Australia, 2000. https://ro.ecu.edu.au/theses/1386.

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Currently the field of marketing is undergoing a transformation concerning the appropriate marketing model to use in business. This transformation arose due to the mounting problems of the existing 4Ps Marketing Model, the heightened importance of customer retention, the requirement to continually add value to business processes and recent advancements in Internet technology. An alternate approach to the 4Ps Marketing Model began to emerge in the 1970's and was termed relationship marketing. This study is exploratory in nature and investigates consumer perceptions concerning customer intimacy.

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