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309. Philipe, José António (2011), „On the Use of Discounted Cash Flow Method on the Customer Valuation“, International. Journal of Latest Trends in Finance & Economy Science, 1 (1), 11-14.

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311. Pick, Doréen (2010), “Never Say Never—Status Quo and Research Agenda for Relationship Termination in B2B Markets”, Journal of Business Market Management, 4 (2), 91-108.

312. Piercy, Niall (2011), “Positive and Negative Cross-Channel Shopping Behaviour”, Marketing Intelligence & Planning, 30 (1).

313. Pillai, Kishore, and Arun Sharma (2003), “Mature Relationships: Why Does Relational Orientation Turn Into Transaction Orientation?” Industrial Marketing Management, 32 (8), 643-651.

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319. Plouffe, C, B.C. Williams, and T. W. Leigh (2004), “Who’s on First? Stakeholder Differences in Customer Relationship Management and the Elusive Notion of Shared Understanding,” Journal of Personal Selling & Sales Management, 24 (4), 323-338.

320. Polo, Yolanda and F. Javier Sesé (2009), "How to make switching costly: the role of Marketing and Relationship Characteristics", Journal of Service Research, 12 (2), 119-137.

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324. Qui, Jia-Yin, Qi-Xing Qu, Yong-Pin Zhou (2014), “How does customer self construal moderate CRM value creation chain?,” Electronic Commerce Research and Application, 13 (5), 295-304.

325. Qi, Jia-Yin, Zhou, Yong-Pin, Chen, Wen-Jing, et al. (2012), “Are customer satisfaction and customer loyalty drivers of customer lifetime value in mobile data services: a comparative cross-country study”, 13 (4), 281-296.

326. Rafi, Nosheen, and Mudsir Ismail (2013), "The Up-Front Element in Hospitality Industry of Pakistan-Customer Loyalty." Management and Administrative Sciences Review, 2 (2), 207-220.

327. Rahman, Zillur (2006), “Superior Service Quality in Indian Cellular Telecommunication Industry: A Source of Sustainable Competitive Advantage in an Emerging Economy,” Services Marketing Quarterly, 27 (4), 115-139.

328. Rajagopal (2007), “Influence of brand name in variety seeking behaviour of consumers: an empirical analysis”, International Journal of Management Practice, 2 (4), 306-323.

329. Rajagopal (2010), “Impact of customer-centric technologies on retail banking”, International Journal of Business Competition and Growth, 1 (2), 147-161.

330. Rajamma, Rajasree K. Mohammad Ali Zolfagharian, and Lou E. Pelton (2011), "Dimensions and outcomes of B2B relational exchange: a meta-analysis," Journal of Business & Industrial Marketing, 26 (2), 104-114.

331. Ramaseshan, B., Fazlul K. Rabbanee and Laine Tan Hsin Hui (2013), "Effects of customer equity drivers on customer loyalty in B2B context", Journal of Business & Industrial Marketing, 28 (4), 335 – 346.

332. Ramaseshan, B., Fazlul K. Rabbanee, and Laine Tan Hsin Hui (2013),”Effects of customer equity drivers on customer loyalty,” Journal of Business and Industrial Marketing, 28 (4), 335-346.

333. Ranaweera, Chatura (2007), “Are satisfied long-term customers more profitable? Evidence from the telecommunication sector”, Journal of Targeting, Measurement and Analysis for Marketing, 15 (2), 113-120

334. Randall, Wesley, Michael Gravier, Victor Prybutok (2011), "Connection, trust, and commitment: dimensions of co-creation?," Journal of Strategic Marketing, 19 (1), 3-24.

335. Rapp, Adam, et al (2014), "Salespeople as knowledge brokers: a review and critique of the challenger sales model." Journal of Personal Selling & Sales Management ahead-of-print, 1-15.

336. Reimer, Kerstin, Oliver J. Rutz, and Koen Pauwels (2014), “How online consumer segments differ in long-Term Marketing effectiveness,” Journal of Interatcive Marketing, 28 (4), 271-284.

337. Rese, Mario and Valerie Wulfhorst (2009), “The Influence of Customer Relationship Metrics on Shareholder Value: What should be done and what has been done?", Journal of Business Market Management, 3 (1), 51-64.

338. Reutterer, T., A. Mild, M. Natter, and A. Taudes (2006), “A dynamic segmentation approach for targeting and customizing direct marketing campaigns”, Journal of Interactive Marketing, 20 (3/4), 43-57.

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339. Rhee, Subom and Shelby McIntyre (2008), “Including the Effects of prior and recent contact effort in a Customer Scoring Model for database Marketing”, Journal of the Academy of Marketing Science, 36 (4), 538-551.

340. Richard, James E. and Annie Zhang (2011), “Corporate image, loyalty, and commitment in the consumer travel industry”, Journal of Marketing Management, 28 (5-6), 568-593.

341. Richards, Keith A. and Ell Jones (2008), “Customer relationship management: Finding value drivers”, Industrial Marketing Management, 37 (2), 120-130.

342. Rishika, Rishika, A. Kumar, Ramkumar Janakiraman, et al. (2013), „The effect of customers‘ social media participation on customer visit frequency and profitability: an empirical investigation“, Information Systems Research, 24 (1), 108-127.

343. Romero, Jaime, Ralf van der Lans, and Berend Wierenga (2013), “A Partially Hidden Markov Model of Customer Dynamics for CLV Measurement”, Journal of Interactive Marketing, 27 (3), 185-208.

344. Ross, William T., and Diana C. Robertson (2007), "Compound relationships between firms", Journal of Marketing, 71 (3), 108-123.

345. Roy, Sanjit Kumar, and Abdolreza Eshghi (2013), "Does relationship quality matter in service relationships?." Journal of Strategic Marketing, 21 (5), 443-458.

346. Ruch, Markus, and Stefan Sackmann (2010), “Integrating management of customer value and risk in e-commerce”, Information Systems and E-Business Management, 10 (1), 101-116.

347. Rudolph, Thomas and Liane Nagengast (2013), “Kundenbindung in Handels- und Serviceunternehmen – Die Wirkung von Kundenbindungsinstrumenten auf Einstellungen und Kaufverhalten”, Journal für Betriebswirtschaft, 63 (1), 3-44.

348. Rust, R. T. and P. C. Verhoef (2005), “Optimizing the marketing interventions mix in intermediate-term CRM”, Marketing Science, 24 (3), 477-489.

349. Rust, R. T. and T. S. Chung (2006), “Marketing Models of Service and Relationships”, Marketing Science, 25 (6), 241-250.

350. Rust, Roland T., Katherine N. Lemon, and Valarie A. Zeithaml (2004), "Return on Marketing: Using Customer Equity to Focus Marketing Strategy." Journal of Marketing, 68 (1), 109-127.

351. Rust, Roland T., Tim Ambler, Gregory S. Carpenter, V. Kumar, and Rajendra K. Raj Srivastava (2004), "Measuring Marketing Productivity: Current Knowledge and Future Directions." Journal of Marketing, 68 (4), 76-89.

352. Ryals, Lynette (2003), “Making Customers Pay: Measuring and Managing Customer Risk and Returns.” Journal of Strategic Marketing, 11, 165-175.

353. Ryals, Lynette (2005), “Making customer relationship, management work: The measurement and profitable management of customer relationships”, Journal of Marketing, 69 (4), 252-261.

354. Ryals, Lynette (2006), “Profitable Relationships with Key Customers: How to Manage Pricing and Customer Risk.” Journal of Strategic Management, 14 (2), 101-113.

355. Ryngelblum, Arnaldo L., Nadia W.H. Vianna and Celso A. Rimoli (2013), "The ways

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356. Sääksjärvi, Maria et al. (2007), “Love at first sight or a long-term affair? Different relationship levels as predictors of customer commitment”, Journal of Relationship Marketing, 6 (1), 45-61.

357. Sackmann, Stefan, Dennis Kundisch and Markus Ruch (2010), “Customer portfolio management in e-commerce: an anlytical modelfor optimization“, Management Research Review, 33 (6), 617-634.

358. Samiee, S. and PGP Walters (2006), “Supplier and customer exchange in international industrial markets: An integrative perspective,” Industrial Marketing Management, 35 (5), 589-599.

359. Sanchez-Franco, Manuel, and Francisco J. Rondan-Cataluna (2009), “Connection between customer emotions and relationship quality in online music services”, Behaviour & Information Technology, 29 (6), 633-651.

360. Saradhi, V. Vijaya and Girish Keshav Palshikar (2011), “Employee churn prediction”, Expert Systems with Applications, 38 (3), 1999-2006.

361. Sawhney, Mohanbir and Jeff Zabin (2002), "Managing and Measuring Relational Equity in the Network Economy." Journal of the Academy of Marketing Science, 30 (4), 313-332.

362. Schlosser, Anne E. and Sharon Shavitt (2009), "The effect of perceived message choice on persuasion", Journal of Consumer Psychology, 19 (3), 290-301.

363. Schniederjans, Marc J., Qing Cao and Vicky Ching Gu (2012), “An operations management perspective on adopting customer-relations management (CRM) software”, International Journal of Production Research, 50 (14), 3974-3987.

364. Schweidel, David A. and George Knox (2013), “Incorporating Direct Marketing Activity into Latent Attrition Models”, Marketing Science, 32 (3), 471-487.

365. Schweidel, David A., Young-Hoon Park, and Zainab Jamal (2014), "A Multiactivity Latent Attrition Model for Customer Base Analysis." Marketing Science, 33 (2), 273-286.

366. Seiders, Kathleen, G. B. Voss, D. Grewal, and A. L. Godfrey (2005), “Do satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context,” Journal of Marketing, 69 (4), 26-43.

367. Selby Coker, Brent Lynn, Nicholas Jeremy Ashill and Beverley Hope (2011), "Measuring internet product purchase risk", European Journal of Marketing, 45 (7/8), 1130 – 1151.

368. Seret, Alex, Thomas Verbraken, Sébastien Versailles and Bart Baesens (2012), “A new SOM-based method for profile generation: Theory and an application in direct marketing”, European Journal of Operational Research, 220 (1), 199-209.

369. Shah, Abhay (2009), “The Impact of Quality on Satisfaction, Revenue, and Cost as Perceived by Providers of Higher Education”, Journal of Marketing For Higher Education, 19 (2), 125-141.

370. Shah, Denish, R. T. Rust, A. Parasuraman, R. Staelin, and G. S. Day (2006), “The Path to Customer Centricity,” Journal of Service Research, 9 (2), 113-124.

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371. Shah, Denish, V. Kumar, Yingge Qu and Sylia Chen (2012), “Unprofitable Cross-Buying: Evidence from Consumer and Business Markets”, Journal of Marketing, 76 (3), 78-95.

372. Shannon, Randall and Rujirutana Mandhachitara (2008), “Causal path modeling of grocery shopping in hypermarkets”, Journal of Product & Brand Marketing, 17 (5), 327-340.

373. Sharif, Khurram (2009), "Relationship Between Intra-and Interorganizational Service Quality Perceptions: An Empirical Testing of Modified Service Profit Chain Model Within Kuwaiti Telecommunications Industry", Services Marketing Quaterly, 30 (3), 249-269.

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375. Sharma, Arun (2006), “Strategies for Maximizing Customer Equity and Low Lifetime Value Customers”, Journal of Relationship Marketing, 5 (1), 59-77

376. Sharma, Arun (2006), “Success factors in key accounts.” Journal of Business & Industrial Marketing, 21 (2), 141-150.

377. Sharma, Arun (2007), “The Metrics of Relationships: Measuring Satisfaction, Loyalty and Profitability of Relational Customers”, Journal of Relationship Marketing, 6 (2), 33-51.

378. Sharma, Arun and Jagdish N. Sheth (2010), “A Framework of Technology Mediation in Consumer Selling: Implications for Firms and Sales Management,” Journal of Personal Selling and Sales Management, 30 (2), 121-130.

379. Sharma, Arun, and Kishore Gopalakrishna Pillai (2003), "The Impact of Transactional and Relational Strategies in Business Markets: An Agenda for Inquiry." Industrial Marketing Management, 32 (8), 623-626.

380. Sheth, J.N. and A. Sharma (2001), “Efficacy of Financial Measures of Marketing: It Depends on Markets and Marketing Strategies.” Journal of Targeting, Measurement and Analysis for Marketing, 9 (4), 41-356.

381. Sheth, Jagdish N. and Arun Sharma (2008), “The Impact of the product to service shift in industrial markets and the evolution of the sales organization”, Industrial Marketing Management, 37, 260-269.

382. Sheth, Jagdish N., and Arun Sharma (2006), “The surpluses and shortages in business-to-business marketing theory and research,” Journal of Business & Industrial Marketing, 21 (7), 422-427.

383. Shih, Kuang-Hsun, Hsu-Feng Hung, and Binshan Lin (2010), “Construction of classification models for credit policies in banks”, International Journal of Electronic Finance, 4 (1), 1-18.

384. Shih-Ping, Jeng (2008), “Effects of corporate reputations, relationships and competing suppliers’ marketing programmes on customers’ cross-buying intentions”, Service Indutries Journal, 28 (1), 15-26.

385. Shin, Youngran and Vinh V. Thai (2014), “The impact of corporate social responsibility on customer satisfaction, relationship maintenance and loyalty in the shipping industry”, Corporate Social Responsibility and Environmental Management,

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386. Shukla, A., Sanjeev Swami and N. K. Sharma (2010), “Website satisfaction: role of user and website characteristics”, International Journal of Electronical Marketing and Retailing, 3 (2), 114-131.

387. Siguaw, Judy A., Sheryl E. Kimes, and Jule B. Gassenheimer (2003), "B2b Sales Force Productivity: Applications of Revenue Management Strategies to Sales Management." Industrial Marketing Management, 32 (7), 539-551.

388. Silveira, Cleo Schmitt, Rovedder de Oliveira, Marta Olivia, Luce, Fernando Bins, “Customer equity and market value: Two methods, same results?”, 65 (12), 1752-1758.

389. Singh, Shweta, Murthi, B. P. S., Steffes, Erin (2013), “Developing a measure of risk adjusted revenue (RAR) in credit cards market: Implications for customer relationship management”, European Journal of Operational Research, 224 (2), 425-434.

390. Singh, Siddarth, Sharad Borle, and Dipak Jain (2009), “A generalized framework for estimating customer lifetime value when customer lifetimes are not observed”, Quantitative Marketing & Economics, 7 (2), 181-205.

391. Skiera, Bernd, Manual Bermes, and Lutz Horn (2011), “Customer Equity Sustainability Ratio: A New Metric for Assessing a Firm’s Future Orientation”, Journal of Marketing, 75 (3), 118-131.

392. Soderlund, Magnus (2002), "Customer Familiarity and Its Effects on Satisfaction and Behavioral Intentions." Psychology & Marketing, 19 (10), 861-879.

393. Spyropoulo, S., D. Skarmeas and C.S. Katsikeas (2010), “The role of corporate imlage in business – to – business export ventures: A resource-based approach,” Industrial Marketing Management, 39 (5), 752-760.

394. Srinivasan, R., and C. Moorman (2005), “Strategic firm commitments and rewards for customer relationship management in online retailing”, Journal of Marketing, 69 (4), 193-200.

395. Srinivasan, Srini S., Rolph Anderson, and Kishore Ponnavolu (2002), "Customer Loyalty in E-Commerce: An Exploration of Its Antecedents and Consequences." Journal of Retailing, 78 (1), 41-50.

396. Stahl, Heinz K., Kurt Matzler, and Hans H. Hinterhuber (2003), "Linking Customer Lifetime Value with Shareholder Value." Industrial Marketing Management, 32 (4), 267-279.

397. Steel, Marion, Chris Dubelaar, and Micheal T. Ewing (2013), “Developing customised CRM projects: The role of industry norms, organizational context and customer expectations on CRM implementation, Industrial Marketing Management, 42 (8), 1328–1344.

398. Steffens, Erin M., B.P.S. Murthi, and C. Ram Rao (2008), “Acquisition, affinity and rewards: Do they stay or do they go?”, Journal of Financial Services Marketing, 13 (3), 221-233.

399. Strandvik, Tore Martin and Kristina Heinonen (2013), “Diagnosing Service Brand strength: customer dominant brand relationship management”, Journal of Service Managemen, 24 (5), 502-519.

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401. Sun, Baohong, and Shibo Li (2011), “Learning and Acting on Customer Information: A Simulation-Based Demonstration on Service Allocations with Offshore Centers”, Journal of Marketing Research, 48 (1), 72-86.

402. Szczepańska, Katarzyna & Patryk Paweł (2011), “Changes in Approach to Customer Loyalty”, Contemporary Economics, 5 (1), 60-69.

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412. Uncles, Mark, Grahame Dowling, and Kathy Hammond (2003), “Customer Loyalty and Customer Loyalty Programes.” Journal of Consumer Marketing, 20 (4), 294-316.

413. Uslay, Can, K. Naresh, Malhotra, and Alka V. Citrin (2004), "Unique Marketing Challenges at the Frontiers of Technology: An Integrated Perspective." International Journal of Technology Management, 28 (1), 8-30.

414. Vafeas, Mario G. (2011), “Reinventing the Role of the Professional Services Boundary Spanner: An Exploratory Study”, Services Marketing Quarterly, 32 (4), 265-281.

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427. Victoria Bordonaba-Juste, M. and Yolanda Polo-Redondo (2008), “Differences between Short and Long-term Relationships: An Empirical Analysis in Franchise Systems”, Journal of Strategic Marketing, 16 (4), 327-354.

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431. Vogel, Verena, Heiner Evanschitzky, and B. Ramaseshan (2008), “Customer Equity Drivers and Future Sales”, Journal of Marketing, 72 (6), 98-108.

432. Wachner, Trent, Christopher R. Plouffe, and Yany Grégoire (2009), “Soco’s impact on individual sales performances: The Integration of selling skills as a missing link”, Industrial Marketing Management, 38 (1), 32-44.

433. Walsh, Kate, Cathy A. Enz and Linda Canina (2008), “The Impact of Strategic Orientation on Intellectual Capital Investments in Customer Service Firms”, Journal of Service Research, 10 (4), 300-317.

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437. Wangenheim, Florian V., and Bayón, Tomás (2007), “The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition”, Journal of the Academy of Marketing Science, 35 (2), 233-249.

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444. Wesley, Randall, Michael Gravier, and Victor Prybutok (2011), “Connection, trust, and commitment: dimensions of co-creation?”, Journal of Strategic Marketing, 19 (1), 3-24.

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449. Winer, Russell S. (2001), "A Framework for Customer Relationship Management." California Management Review, 43 (4), 89-106.

450. Wirtz, Jochen, Anna S. Mattila, and May Oo Lwin (2007), „How Effective are Loyalty Reward Programs in Driving Share of Wallet?,” Journal of Service Research, 9 (4), 327-334.

451. Wu, Li-Wei (2011), “Inertia: Spurious Loyalty or Action Loyalty?”, Asia Pacific Management Review, 16 (1), 31-50.

452. Wu, Shih-Hao, Stephen Chi-Tsun Huang, Ching-Yi Daphne Tsai and Hsin-I Chen (2012), “Relationship quality in a coproduction context and the moderating effects of relationship orientation”, Total Quality Management & Business Excellence, 24 (9-10), 1062-1083.

453. Wübben, Markus and Florian v. Wangenheim (2008), “Instant Customer Base Analysis: Managerial Heuristics “Often Get it Rich”, Journal of Marketing, 72 (3), 82-94.

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455. Xie, L. Karen and Chih-Chien Chen (2013), „Progress in Loyalty Program Research: Facts, Debates and Future Research”, Journal of Hospitality Marketing and Management, 22 (5), 463-489.

456. Yi, Youjae, and Suna La (2004), "What Influences the Relationship between Customer Satisfaction and Repurchase Intention? Investigating the Effects of Adjusted Expectations and Customer Loyalty." Psychology & Marketing, 21 (5), 351-374.

457. Yong Seog, Kim, W. Nick Street, Gary J. Russell, and Filippo Menczer, (2005), “Customer Targeting: A Neural Network Approach Guided by Genetic Algorithms.” Management Science, 51 (2), 264-277.

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