Relationship marketing's strategic array
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- Gruen, Thomas W., 1997. "Relationship marketing: the route to marketing efficiency and effectiveness," Business Horizons, Elsevier, vol. 40(6), pages 32-38.
- Naumann, Earl & Jackson, Donald Jr. & Rosenbaum, Mark S., 2001. "How to implement a customer satisfaction program," Business Horizons, Elsevier, vol. 44(1), pages 37-46.
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