Relationship marketing and customer relationship management / Roberts-Lombard, Mornay, editor.

Relationship marketing and customer relationship management / Roberts-Lombard, Mornay, editor.

-- Organisational buying behaviour -- Consumer loyalty -- Building relationships with customers -- The online world

buying behaviour -- Consumer loyalty -- Building relationships with customers -- E-commerce and its value

Processes -- pt. 2. The Service Customer -- ch. 3. Managing Service Encounters -- ch. 4. Customer Behavior