[1] S. M. Shugan, “Brand Loyalty Programs: Are They Shams?” Marketing Science, Vol. 24, No. 2, 2005, pp. 185-193. doi:10.1287/mksc.1050.0124
[2] D. Weatherspoon and T. Reardon, “The Rise of Supermarkets in Africa: Implications for Agri-Food Systems and Rural Poor,” Development Policy Review, Vol. 21, No. 3, 2003, pp. 1-17. doi:10.1111/1467-7679.00214
[3] L. Botha and H. Schalkwyk, “An Inquiry into the Evolving Supermarket Industry in Africa,” International Food & Agribusiness Management Association’s 17th Annual World Symposium, Parma, 23-26 June 2007, pp. 1-13.
[4] T. Reardon, J. Berdegue, M. Lundy, P. Schutz, F. Balsevich, R. Hernandez, E. Perez, P. Jano and H. Wang, “Supermarkets and Rural Livelihoods: A Research Method,” Staff Paper, Michigan State University, East Lansing, 2004.
[5] K. Sanjeev, A. Prabhu and T. Tom, “Quantitative Model for CRM Performance,” Journal of International Technology and Information Management, Vol. 17, No. 2, 2008, pp. 99-110.
[6] B. Goldenberg, “CRM: The Past and the Future,” Customer Relationship Magazine, Vol. 10, No. 1, 2006, p. 18.
[7] D. Goodhue, B. Wixom and H. Watson, “Realizing Business Benefits through CRM: Hitting the Right Target In the Right Way,” MIS Quarterly Executive, Vol. 1, No. 2, 2002, pp. 79-94.
[8] E. Riyad, “Towards a Successful CRM Implementation in Banks: An Integrated Model,” The Service Industries Journal, Vol. 27, No. 8, 2007, pp. 1021-1039. doi:10.1080/02642060701673703
[9] S. Nelson, “CRM Is Dead; Long Live CRM,” In: J. Freeland, Ed., Defying the Limits, Montgomery Research, 5th Edition, John Freeland, San Francisco, 2004, pp. 194-195.
[10] Gartner, Inc., “Gartner Says Spending on Social Software to Support Sales, Marketing and Customer Service Processes Will Exceed $1 Billion Worldwide by 2013,” Gartner, Inc., Connecticut, 2011.
[11] F. Buttle, “Customer Relationship Management: Concept and Tools,” Elsevier Butterworth-Heinemann, Oxford, 2004.
[12] R. Winer, “A Framework for Customer Relationship Management,” California Management Review, Vol. 43, No. 4, 2001, pp. 89-105. doi:10.2307/41166102
[13] K. Srivastava, S. Tasadduq and F. Liam, “Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing,” Journal of Marketing, Vol. 63, No. 4, 1999, pp. 168-179. doi:10.2307/1252110
[14] Y. Cho, J. Hiltz and J. Fjermestad, “An Analysis of Online Customer Complaints: Implications for Web Complaint Management,” Proceedings of the 35th Hawaii International Conference on Systems Science, Los Alamitos, 7-10 January 2002, pp. 2308-2317.
[15] A. Kamakura and M. Wedel, “Market Segmentation: Conceptual and Methodological Foundations,” 2nd Edition, Kluwer Academic Press, New York, 1999.
[16] Y. Xu, D. Yen, B. Lin and D. Chou, “Adoption of Customer Relationship Management Technology,” Industrial Management and Data Systems, Vol. 102, No. 8, 2002, pp. 442-452. doi:10.1108/ 02635570210445871
[17] S. Hart, G. Hogg and M. Banerjee, “Does the Level of Experience Have an Effect on CRM Programs? Exploratory Research Findings,” Industrial Marketing Management, Vol. 33, No. 2, 2004, pp. 549-560. doi:10.1016/j.indmarman.2004.01.007
[18] M. Kennedy and A. King, “Using customer Relationship Management to Increase Profit,” Strategic Finance, Vol. 85, No. 9, 2004, pp. 36-42.
[19] G. Alvonitis and N. Panagopoulos, “Antecedents and Consequences of CRM Technology Acceptance in the Sales Force,” Industrial Marketing Management, Vol. 34, No. 4, 2005, pp. 355-368. doi:10.1016/j.indmarman.2004.09.021
[20] T. Tellefsen and G. Thomas, “The Antecedents and Consequences of Organizational and Personal Commitment in Business Service Relationship,” Industrial Marketing Management, Vol. 34, No. 1, 2005, pp. 23-37. doi:10.1016/j.indmarman.2004.07.001
[21] P. Kotler, “Marketing Management: Analysis, Planning, Implementation, and Control,” Prentice Hall International, Upper Saddle River, 1997.
[22] H. Peck, A. Payne, M. Christopher and M. Clark, “Relationship Marketing—Strategy and Implementation,” Butterworth Heinemann, Burlington, 2004.
[23] I. Gordon, “Relationship Marketing: New Strategies, Techniques and Technologies to Win Customers You Want and Keep Them Forever,” John Wiley and Sons, Hoboken, 1998.
[24] D. Justla, J. Craig and P. Bodorik, “Enabling and Measuring Electronic Customer Relationship Management Readiness,” Proceedings of the 34th Hawaii International Conference on System Sciences, Maui, 3-6 January 2001, p. 7023.
[25] M. Abdullah, A. Al-Nasser and N. Husain, “Evaluating Functional Relationship between Image, Customer Satisfaction and Customer Loyalty Using General Maximum Entropy,” Total Quality Management, Vol. 11, No. 4, 2002, pp. 4-5.
[26] J. Fjermestad, C. Nicholas and J. Romano, “An Integrative Implementation Framework for Electronic Customer Relationship Management: Revisiting the General Principles of Usability and Resistance,” Proceedings of the 36th Annual Hawaii International Conference on System Sciences, Los Alamitos, 6-9 January 2003, p. 183.
[27] R. Ocker, and S. Mudambi, “Assessing the Readiness of Firms for CRM: A Literature Review and Research Model,” Proceedings of the 36th Annual Hawaii International Conference on System Sciences, Los Alamitos, 6-9 January 2003, p. 181.
[28] H. Kale, “CRM Failure and the Seven Deadly Sins,” Marketing Management, Vol. 13, No. 5, 2004, pp. 42-46.
[29] W. Reinartz, M. Krafft and W. Hoyer, “The Customer Relationship Management Process: Its Measurement and Impact on Performance,” Journal of Marketing Research, Vol. 41, No. 3, 2004, pp. 293-305. doi:10.1509/jmkr.41.3.293.35991
[30] J. Dickie, “Does CRM = Sales Effectiveness or Sales Ineffectiveness?” IT Toolbox, Scottsdale, 2005.
[31] G. Day, “Capabilities for Forging Customer Relationships,” Marketing Science Institute Working Paper, Cambridge, 2000.
[32] R. Erffmeyer and D. Johnson, “An Exploratory Study of Sales Force Automation Practices: Expectations and Realities,” Journal of Personal Selling & Sales Management, Vol. 21, No. 2, 2001, pp. 167-175.
[33] C. Speier and V. Venkastesh, “The Hidden Minefields in the Adoption of Sales Force Automation Technologies,” Journal of Marketing, Vol. 66, No. 3, 2002, pp. 98-112. doi:10.1509/jmkg.66. 3.98.18510
[34] P. Raman, C. Wittmann and A. Rauseo, “Leveraging CRM for Sales: The Role of Organizational Capabilities in Successful CRM Implementation,” Journal of Personal Selling and Sales Management, Vol. 26, No. 1, 2006, pp. 39-53. doi:10.2753/PSS0885-3134260104
[35] Institute of Direct Marketing-IDM, “The IDM Guide to CRM Mastery,” Institute of Direct Marketing-IDM, Middlesex, 2002.
[36] A. Payne and P. Frow, “Customer Relationship Management: From Strategy to Implementation,” Journal of Marketing Management, Vol. 22, No. 1-2, 2006, pp. 135-168.
[37] G. Larry, “The Role of Customer Intelligence in Successful CRM,” DM Review, 2004, pp. 12-14.
[38] D. Peppers and M. Rogers, “The One to One Future,” Doubleday, New York, 1999.
[39] D. Hunt and C. Lambe, “Marketing’s Contribution to Business Strategy: Market Orientation, Relationship Marketing, and Resources-Advantage Theory,” International Journal of Management Reviews, Vol. 2, No. 1, 2000, pp. 17-34. doi:10.1111/1468-2370.00029
[40] M. Xu and J. Walton, “Gaining Customer Knowledge through Analytical CRM,” Industrial Management & Data Systems, Vol. 105, No. 7, 2005, pp. 955-971. doi:10.1108/02635570510616139
[41] F. John, A. Michael, W. Thomas and H. Charlotte, “CRM in Sales-Intensive Organizations: A Review and Future Direction,” Journal of Personal Selling & Sales Management, Vol. 25, No. 2, 2005, pp. 169-180.
[42] H. Kracklauer, D. Mills and D. Seifert, “Collaborative Customer Relationship Management: Taking CRM to the Next Level,” Harvard Business School Soldiers Field Boston, 2004.
[43] G. Barton, “CRM Automation,” Prentice Hall, Upper Saddle River, 2002.
[44] M. García-Murillo and H. Annabi, “Customer Knowledge Management,” The Journal of the Operational Research Society, Vol. 53, No. 8, 2002, pp. 875-884. doi:10.1057/palgrave.jors.2601365
[45] Y. Butler, “Knowledge Management: If Only You Knew What You Knew,” The Australian Library Journal, Vol. 49, No. 1, 2000, pp. 31-42.
[46] I. Nonaka, “The Knowledge Creating Company,” Harvard Business Review on Knowledge Management, Harvard Business School Press, Cambridge, 1991, pp. 21-46.