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留学论文 A Study on Customer Relations Management [2]

论文作者:英语论文网论文属性:作业 Assignment登出时间:2012-06-04编辑:Sam xu点击率:3476

论文字数:3250论文编号:org201206041628378499语种:英语 English地区:英国价格:$ 22

关键词:marketingCustomer RelationsManagement

摘要:Selling products or services that people are willing to buy is just one of small factors to evaluate success of business. In my opinion, a more important factor of a company’s long term business success is the process of managing its relationships with customers.

sis must have basic abilities of designing questionnaires, contacting with customers, and working with a focus group effectively.

6. Bibliography
Anderson, E. W., Fornell, C., Rust, R. T., 1997, ‘Customer satisfaction, productivity, and profitability: Differences between goods and services’, Marketing Science, 16, 129-145.
Berry, L., Parasuraman, A., 1991, Marketing Services: Competing through Quality, New York: Free Press.
Chase, L. & Alvarez, J., 2000, Internet research: The role of the focus group, Library & Information Science Research, 22 (4), 357-369.
C. R. Kothari, 1990, Research Methodology methods & techniques, New Age: International Publication.
Howard, G. S., Conway, C. G., Maxwell, S. E., 1985, Construct validity of measures of college teaching effectiveness, Journal of Educational Psychology, 77, 187-196
Joseph, M., Yakhou, M., Stone, G., 2005, An educational institution’s quest for service quality: customers’ perspective, Quality Assurance in Education, 13, 66-82.
Kruger, R. A. & Casey, M. A., 2009, Focus groups: A practical guide for applied research. Thousand Oaks, California: Sage Publications.
Lagrosen, S., Seyyed-Hashemi, R., Leitner, M., 2004, Examination of the dimensions of quality in higher education, Quality Assurance in Education, 12, 61-69
Merton, R. K., 1987, The focused interview and focus groups: Continuities and discontinuities, The Public Opinion Quarterly, 51 (4), 550-566.
Philip Kotler, 2001, Marketing Management, Pearson education Asia Publication
Shoaf, E. C., 2003, Using a professional moderator in library focus group research, Colleges & Research Libraries, 64 (2), 124-132.

 

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