Volume 3

Issue 2

 Publisher Pages (10.7 kB)

 Editorial: Customer relationship management: satisfying the customer (9.89 kB)
Jerry Fjermestad & Nicholas C Romano, Jr.

E-Service customer retention: The roles of negative affectivity and perceived switching costs
Sophea Chea & Margaret Meiling Luo

Advanced CRM initiatives with knowledge management
Harald Salomann, Malte Dous, Lutz Kolbe & Walter Brenner

Don't call us, we'll call you - Performance measurement in multi-channel environments
Ragnar Schierholz, Susanne Glissmann, Lutz Kolbe, Walter Brenner & Alexander Ostrowski