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REFERENCES
Note: OCR errors may be found in this Reference List extracted from the full text article. ACM has opted to expose the complete List rather than only correct and linked references.
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Anton, J. Customer Relationship Management: Making Hard Decisions with Soft Numbers, Prentice Hall, 1996.
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Barney, J. Firm Resources and Sustained Competitive Advantage, Journal of Management, 17, (1991), 99-120.
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Burke, R.J. Management Practices, Employees' Satisfaction and Perceptions of Quality Service, Psychological Reports, 77, (1995), 748-750.
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Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E., and Schlesinger, L.A. Putting the Service-Profit Chain to Work, Harvard Business Review, (March-April 1994), 164-174,
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Parasumman, A., Zeithaml, V. A., and Berry, L. L. A Conceptual Model of Service Quality and its Implications for Future Research, Journal of Marketing, 49, (Fall 1985), 41- 50.
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Parasuraman, A., Zeithaml, V. A., and Berry, L. L. SERVQUAL: A Multiple'Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, 64, (Spring 1988), 12-40.
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Ross, J.W., Beath, C., and Goodhue, D. Develop Long-Term Competitiveness through IT Assets, Sloan Management Review, (Fall 1996), 31-42.
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Rucci, A. J., Kirn, S. P., and Quinn, R. T. The Employee- Customer-Profit Chain at Sears, Harvard Business Review, (January-February 1998), 83-97.
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Schneider, B. and Bowen, D.E. The Service Organization: Human Resources Management Is Crucial, Organizational Dynamics, 21, (1993), 39-52.
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Whyte, G., Bytheway, A. and Edwards, C. Understanding User Perceptions of Information Systems Success, Journal of Strategic information Systems, 6, (1997), 35-68.
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Uhlrich, D., Halbrook, R., Meder, D., Stuchlik, M., and Thorpe, S. Employee and Customer Attachment: Synergies for Competitive Advantage, Human Resource Planning 14, (1991), 89-103.
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Zeithaml, V. A., Parasuraman, A., and Berry, L. L. Delivering Quality Service: Balancing Customer Perceptions and Expectations, Free Press, 1990.
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