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Customer Relationship Management: The Bottom Line to Optimizing Your ROI by Dr. Natalie L. Petouhoff, Dr. Jon Anton

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References

Alder, Paul S. 1997. Perspectives on work. Center For Human Resources at the Wharton School and Institute for Work and Employment Research 1:61.

Anton, J. 1994. Internal research report. (May) West Lafayette, IN: Purdue University Center for Custom-Driven Quality.

Anton, J. , R. Bennett , and R. Widdows. 1994. Call-Center Design and Implementation. Houston, TX: Dame Publications.

Anton, J. , and J. C. de Ruyter . 1991. Van Klachten naar Managementinformatie. Harvard Holland Review 27 (Fall).

Barker, Joel. 1993. Paradigms: The Business of Discovering the Future. New York: Harper and Row.

Berry, L. L. 1988. Delivering excellent service in retailing. Arthur Andersen Retailing Issues Letter (April).

Berry, L. L. , and A. Parasuraman . ...

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