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344 REFERENCES 1. Aihie Osarenkhoe and Az-Eddine Bennani, An exploratory study of implementation of customer relationship management strategy, European Journal of marketing , Vol 34, No7, pp 779-815 2. A. Kerlund, H. (2005), “Fading customer relationships in professional services”, Managing Service Quality, Vol. 15 , No. 2 , pp 65-77 3. Adam Lindgreen, A framework for studying relationship marketing dyads, Qualitative Market Research: An International Journal Volume 4. No 2, 2001. pp. 75-87 4. Ajzen, I. and Fishbein, M. (2000), “Attitudes and the attitude- behavior relation: reasoned and automatic processes”, in Stroebe, W. and Hewstone, M. (Eds), European Review of Social Psychology, John Wiley & Sons, Chichester, Volume 6, No 4, pp. 1-33. 5. Albers-Miller, N. and Gelb, B. (1996), “Business advertising appeals as a mirror of cultural dimensions: a study of eleven countries”, Journal of Advertising, Vol. 25 No. 4, pp. 57-70. 6. Allen, D. and Wilburn, M. (2002), Linking Customer and Employee Satisfaction to the Bottom Line, ASQ Quality Press, Milwaukee, WI. pp 127-131 7. Andaleeb, S. (1998), “Determinants of customer satisfaction with hospitals: a managerial model”, International Journal of Health Care Quality Assurance, Vol. 11 No. 6, pp. 181- 193 8. Andaleeb, S. and Anwar, S. (1996), “Factors influencing customer trust in salespersons in a developing country”, Journal of International Marketing, Vol. 4 No. 4, pp. 35-52. 9. Anderson, E.W. and Fornell, C. (1994), “A customer satisfaction research prospectus”, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Beverly Hills, CA, pp. 241-68. 10. Anderson, E.W. and Mittal, V. (2000), “Strengthening the satisfaction-profit chain”, Journal of Service Research, Vol. 3 No. 2, pp. 107-20. 11. Anderson, E.W. and Weitz, B. (1989), “Determinants of continuity in conventional industrial channel dyads”, Marketing Science, Vol. 8 No. 4, pp. 310-23. 12. Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), “Customer satisfaction, market share, and profitability: findings from Sweden”, Journal of Marketing, Vol. 58 No. 3, pp. 53-66. 13. Anderson, J. and Narus, J. (1990), “A model of distributor firm and manufacturing firm working partnership”, Journal of Marketing, Vol. 54 No. 1, pp. 42-58. 14. Anderson, J.C. and Narus (1984), J.A. “A Model of the Distributor’s Perspective of Distributor-manufacturer Working Relationship,” Journal of Marketing, Vol 48, No.3, pp 62-74.

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  • 344

    REFERENCES

    1. Aihie Osarenkhoe and Az-Eddine Bennani, An exploratory study of implementation of customer relationship management strategy, European Journal of marketing , Vol 34, No7, pp 779-815

    2. A. Kerlund, H. (2005), Fading customer relationships in professional services, Managing Service Quality, Vol. 15 , No. 2 , pp 65-77

    3. Adam Lindgreen, A framework for studying relationship marketing dyads, Qualitative Market Research: An International Journal Volume 4. No 2, 2001. pp. 75-87

    4. Ajzen, I. and Fishbein, M. (2000), Attitudes and the attitude-behavior relation: reasoned and automatic processes, in Stroebe, W. and Hewstone, M. (Eds), European Review of Social Psychology, John Wiley & Sons, Chichester, Volume 6, No 4, pp. 1-33.

    5. Albers-Miller, N. and Gelb, B. (1996), Business advertising appeals as a mirror of cultural dimensions: a study of eleven countries, Journal of Advertising, Vol. 25 No. 4, pp. 57-70.

    6. Allen, D. and Wilburn, M. (2002), Linking Customer and Employee Satisfaction to the Bottom Line, ASQ Quality Press, Milwaukee, WI. pp 127-131

    7. Andaleeb, S. (1998), Determinants of customer satisfaction with hospitals: a managerial model, International Journal of Health Care Quality Assurance, Vol. 11 No. 6, pp. 181- 193

    8. Andaleeb, S. and Anwar, S. (1996), Factors influencing customer trust in salespersons in a developing country, Journal of International Marketing, Vol. 4 No. 4, pp. 35-52.

    9. Anderson, E.W. and Fornell, C. (1994), A customer satisfaction research prospectus, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Beverly Hills, CA, pp. 241-68.

    10. Anderson, E.W. and Mittal, V. (2000), Strengthening the satisfaction-profit chain, Journal of Service Research, Vol. 3 No. 2, pp. 107-20.

    11. Anderson, E.W. and Weitz, B. (1989), Determinants of continuity in conventional industrial channel dyads, Marketing Science, Vol. 8 No. 4, pp. 310-23.

    12. Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), Customer satisfaction, market share, and profitability: findings from Sweden, Journal of Marketing, Vol. 58 No. 3, pp. 53-66.

    13. Anderson, J. and Narus, J. (1990), A model of distributor firm and manufacturing firm working partnership, Journal of Marketing, Vol. 54 No. 1, pp. 42-58.

    14. Anderson, J.C. and Narus (1984), J.A. A Model of the Distributors Perspective of Distributor-manufacturer Working Relationship, Journal of Marketing, Vol 48, No.3, pp 62-74.

  • 345

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