Sources list for FREE TIPS MOST IMPORTANT WORKING RELATIONSHIP WITH THE CUSTOMER:

Peppers, Don & Rogers, Martha. The One to One Future: Building Relationships One Customer at a Time. Doubleday, 1993.
Disintermediation as a Marketing Trend

Shalla, V. (2002). Jettisoned by design? The truncated employment relationship of customer sales and service agents under airline restructuring. Canadian Journal of Sociology, 27(1), 1.
Commercial Aviation

Angeles, R. and Nath, R. (2003) Electronic supply chain partnerships: Reconsidering relationship attributes in customer-supplier dyads Information Resources Management Journal, 16, 59,
E-Commerce

Swift Ronald S. (2000), Accelerating Customer Relationships----Using CRM and Relationship Technologies. Prentice-Hall.
Customer Relationship Management

Don't get stuck in these customer satisfaction ruts. (2003) Report on Customer Relationship Management) Institute of Management & Administration, September 1. Retrieved July 9, 2004 from www.highbeam.com.
Customer Service

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