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International Journal of Logistics Systems and Management, Vol. 11, Iss. 2, 2012-02 ,pp. : 270-284

Inderscience Publishers

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E-services and offline fulfilment: how e-loyalty is created

By Semeijn Janjaap   van Riel Allard C.R.   van Birgelen Marcel J.H.   Streukens Sandra  

Managing Service Quality, Vol. 15, Iss. 2, 2005-02 ,pp. : 182-194

Emerald Group Publishing Ltd

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Unbundling and delivering CRM applications as e-services: a case study in customer segmentation

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International Journal of Services Technology and Management, Vol. 7, Iss. 3, 2006-06 ,pp. : 297-319

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Ubiquitous organization: organizational design for e-CRM

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Business Process Management Journal, Vol. 8, Iss. 3, 2002-06 ,pp. : 218-232

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E-CRM: customer relationship marketing in the hotel industry

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