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Customer relationship management and firm performance

- Coltman, Tim, Devinney, Timothy M., Midgley, David F.

Customer relationship management: examining the central proposition in the online context

- Keating, Bryon

Examining the firm's value creation process: a managerial perspective of the firm's value offering strategy and performance

- O'Cass, Aron, Ngo, Liem Viet

Mediating role of relationship quality in online services

- Keating, Byron W., Alpert, Frank, Kriz, Anton, Quazi, Ali

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