124 REFERENCES Akbar, M. M. & Parvez, N. 2009. Impact of Service Quality, Trust, And Customer Satisfaction Engender Customers Loyalty. ABAC Journal, 29. Al-Alawi, A. I. 2004. Customer Relationship Management in the Kingdom of Bahrain. issues of information system, 2, 380-385. Amoako, G., Arthur, E., Bandoh, C. & Katah, R. K. 2011. The impact of effective customer relationship management (CRM) on repurchase: A case study of (GOLDEN TULIP) hotel (ACCRA-GHANA). African Journal of Marketing Management, 4. Angelova, B. & Zekiri, J. 2011. Measuring Customer Satisfaction with Service Quality Using American Customer Satisfaction Model (ACSI Model). International Journal of Academic Research in Business and Social Sciences, 1. Anne-Marie Croteau*, P. L. 2003. Critical Success Factors of CRM Technological Initiatives. Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l'Administration, 20. Anne Stringfellow, Winter Nie & Bowen, D. E. 2004. CRM: Profiting from understanding customer needs. Business Horizons, 47. Anwar, A., Gulzar, A. & Ayesha Anwar 2011. Impact of Self-Designed Products on Customer Satisfaction CONTEMPORARY RESEARCH IN BUSINESS. Austin, P. C. & Tu, J. V. 2004. "Bootstrap methods for developing predictive models (Statistical practice)," The American Statistician,. Balfagih, Z., , N. M. & Mahmud, M. 2010. A Framework for Quality Assurance of Electronic Commerce Websites. In: KANG, K. (ed.). Ball, D., Coelho, P. S. & Vilares, M. J. 2006. Service Personalization and Loyalty. SERVICES MARKETING, 20, 391-403. 125 Berndt, A., Herbst, F. & Roux, L. 2005. IMPLEMENTING A CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME IN AN EMERGING MARKET Global Business and Technology, 1. Berry, L. L. 1995. Relationship marketing of services - Growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23, 236-245. Boon Kiat Loh , Khai Lun Koo , Kee Fai Ho & Rosnah Idrus 2011. A Review of Customer Relationship Management System Benefits and Implementation in Small and Medium Enterprises. Mathematics and Computers in Biology, Business and Acoustics. Bose, R. 2002. Customer relationship management: key components for IT success. Industrial Management & Data Systems, 102, 89-97. Bryman, A. 2008. Social Research Methods, Oxford: Oxford University Press. Buttle, F. 2004. Customer Relationship Management: Concepts and Tools Sydney, A Butterworth-Heinemann Title. Campo-Martı´nez, S., Garau-Vadell, J. B. & Martı´nez-Ruiz, M. a. P. 2009. Factors influencing repeat visits to a destination: The influenceof group composition. Tourism Management. Chang, H. H. 2007. Critical factors and benefits in the implementation of customer relationship management. Journal of Total Quality Management and Business Excellence, 18, 483-508. Chase, P. R. 2000. Why CRM implementations fail… and what to do about it. Chen, I. J. & Popovich, K. 2003. Understanding customer relationship management (CRM): People, process and technology. Business Process Management Journal, 9, 672-688. Chen, Q. & Chen, H.-M. 2004. Exploring the success factors of eCRM strategies in practice. Database Marketing and Customer Strategy Management,, 11, 333343. Chin, W. W. 1998. The Partial Least Squares Approach to Structural Equation Modelling in G. A, Mahwah, New Jersey, USA. Cohen, R. J. & Swerdlik, M. 2009. Psychological Testing and Assessment, McGrawHill Companies,Incorporated. Collica, R. S. 2007. CRM segmentation and clustering: using SAS Enterprise Miner, Sas Inst. 126 Cooper, D. R. & Schindler, P. S. 2003. Business Research Methods, McGrawHill/Irwin. Corie. 2011. The Top 5 Time-Saving Benefits of CRM [Online]. Available: http://www.articlesbase.com/small-business-articles/the-top-5-time-savingbenefits-of-crm-4068287.html. Cronbach, L. J. 1951. Coefficient alpha and the internal structure of tests. Psychometrika, 16, 297-334. Cronin, J. J., Brady, M. K. & Hult, T. M. 2000. Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments. Journal of Retailing, Volume, 76, 193-21. Croteau, A.-M. & Li, P. 2003. Critical Success Factors of CRM Technological Initiatives. Canadian Journal of Administrative Sciences, 20. Curry, A., Kkolou, E,. 2004. “Evaluating CRM to contribute to TQM improvement: a cross-case comparison. TQM magazine, 16. Davids, M. 1999. How to avoid the 10 biggest mistakes in CRM. . The Journal of Business Strategy, 20. DeLone & McLean 1992. Information Systems Success: The Quest for the Dependent Variable. Information Systems Research, 3. Delone & McLean, E. R. 2003. The DeLone and McLean Model of Information Systems Success: A Ten-Year Update. Journal of Management Information Systems, 19. Delone, W. H. 2003. The DeLone and McLean model of information systems success: a ten-year update. Journal of management information systems, 19, 9-30. Delone, W. H. & Mclean, E. R. 2004. Measuring e-commerce success: applying the DeLone & McLean information systems success model. International Journal of Electronic Commerce, 9, 31-47. Deng, Z., Lu, Y., Wei, K. K. & Zhang, J. 2010. Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, 30, 289-300. DestinationCRM. 2002 , 21 Feb. What is CRM? Retrieved 1 September, 2004 [Online]. http://www.destinationcrm.com/articles/default.asp?articleid=1747. Available: 127 Doll, W. J. & Torkzadeh, G. 1988. The measurement of end-user computing satisfaction. MIS Quarterly, 12, 259-274. Donald R. Cooper, P. S. S. 2003. Business Research Methods, , he McGrawHill/Irwin Series in Operations and Decision Sciences. Dwayne Ball , Coelho, P. S. & Vilares, M. J. 2006. Service Personalization and Loyalty. SERVICES MARKETING, 20, 391-403. Dyche, J. 2002. The CRM handbook: a business guide to customer relationship management, Addison-Wesley Professional. Educators, T. S. 2006. Strategic sales leadership: BREAKthrough thinking for BREAKthrough results.: Mason, Ohio : Thomson. Eli Jones , Steven P. Brown , Andris A. Zoltners & Weitz, B. A. 2005. THE CHANGING ENVIRONMENT OF SELLING AND SALES MANAGEMENT. Journal of Personal Selling and Sales Management, 25. Epetimehin, F. M. 2011. Market Segmentation: A Tool for Improving Customer Satisfaction and Retention in Insurance Service Delivery Journal of Emerging Trends in Economics and Management Sciences, 2. Exforsys. 2006. history of the CRM [Online]. Available: http://www.exforsys.com/tutorials/crm/the-history-of-crm.html [Accessed 5/9/2012. Farris, P. W., Bendle, N. T., Pfeifer, P. E. & Reibstein, D. J. 2010. Marketing metrics: The definitive guide to measuring marketing performance, Pearson Prentice Hall. Field, A. 2003. What makes a good questionnire. Designing a questionnire. Finn, A., Wang, L. & Frank, T. 2009. Attribute perceptions, customer satisfaction and intention to recommend e-services. Journal of Interactive Marketing, 23, 209-220. Fornell, C. & Larcker, D. F. 1981. Evaluating Struc- tural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18. Frederick, Reichheld & schefter, P. 2000. E-loyality : your secret weopen on the web. Harward Business University. Freeman, P. & Seddon, P. B. Benefits from CRM-based work systems. Proceedings of European Conference on Information Systems (ECIS), 2005. 128 Garcia, D., Archer, T., Moradi, S. & Ghiabi, B. 2012. Waiting in Vain: Managing Time and Customer Satisfaction at Call Centers. SciRes., 3. Gartner 2009. What's 'Hot' in CRM Applications in 2009. Gefen, D., Karahanna, E. & Straub, D. W. 2003. Inexperience and experience with online stores: the importance of TAM and trust. Engineering Management, IEEE Transactions on, 50, 307-321. Gefen, D. & Straub, D. 2005. A Practical Guide to Factorial Validity Using PLSGraph: Tutorial and Annotated Example. Communications of the Association for Information Systems 16, 91-103. Gefen, D., Straub, D. W. & Boudreau, M. C. 2000. Structural equation modeling and regression , Guidelines for research practice. Goersch, D. Multi Channel Integration and its Implications for Retail Web Sites. Proceedings of the 10th European Conference on Information Systems, June, 2002. Goodhue, D. L., Wixom, B. H. & Watson, H. J. 2002. Realizing business benefits through CRM: Hitting the right target in the right way. . MIS Quarterly Executive,, 1, 79-94. GoToAssist 2009. Developing A True Multi-Channel Contact Center. Gray, P. & Byun, J. 2001. Customer Relationship Management”. Centre for Research on Information Technology and Organisations, University of California, I.T. in Business, Center for Research on Information Technology and Organizations, UC Irvine. Greenberg, P. 2001. CRM at the speed of light: Capturing and keeping customers in Internet real time, McGraw-Hill Professional. Greenberg, P. 2004. CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time. Group, G. 2008. Magic Quadrant for CRM Services Providers In: RESEARCH, G. R. C. (ed.). North America. Hadzagas, C. 2011. Applying Customer Relationship Management Systems for Customer Satisfaction: An Empirical Approach for Small-and- MediumSized Companies. European Journal of Economics, Finance and Administrative Sciences. Hair, J. F., Anderson, R. E., Tatham, R. L. & Black, W. C. 1998. Multivariate Data Analysis, Prentice-Hall International, Inc. 129 Hanif, M. & Hafeez, S. 2010. Factors Affecting Customer Satisfaction. International Research Journal of Finance and Economics. Hendricks, K. B., Singhal, V. R. & Stratman, J. K. 2007. The impact of enterprise systems on corporate performance: A study of ERP, SCM, and CRM system implementations. Journal of Operations Management,, 25, 65-82. Henseler, J., Ringle, C. M. & Sinkovics, R. R. 2009. The use of partial least squares path modeling in international marketing, in: Sinkovics, R. R. Advances in International Marketing, 20, 227-320. Hoyer, W. D. M., D. J. 2001. Consumer Behaviour, Boston, Houghton Mifflin Company. Hoyle, R. H. 1999. Structural equation modeling analysis with small samples using partial least squares. Statistical Strategies for Small Sample Research. London: Sage Publications. Hsieh, M. H. 2009. "A case of managing customer relationship management systems: Empirical insights and lessons learned. International Journal of Information Management, 29, 416-419. Hulley, S. B., Cummings, S. R., Browner, W. S., Grady, D. G. & Newman, T. B. 2011. Designing clinical research, LWW. Injazz J. Chen, K. P. 2003. Understanding customer relationship management (CRM): People, process and technology. Business Process Management Journal, 19. Jayachandran, Satish, Kelly Hewett & Kaufman, P. 2004. Customer Response Capability in a Sense-and-Respond Era: The Role of Customer Knowledge Process. Journal of the Academy of Marketing Science, 32. Johansson, W., Ba, S. & Chase, R. 2001. Virtual customer satisfaction: A service management perspective, . Proceedings of the Seventh Americas Conference on Information System, 857-866. John., H. 2008. Online shopping. Washington, DC: Pew Internet Life & American Project Jutla, D., Craig, J. & Bodorik, P. Enabling and measuring electronic customer relationship management readiness. System Sciences, 2001. Proceedings of the 34th Annual Hawaii International Conference on, 2001. IEEE, 10 pp. 130 Karimi, J., Somers, T. M. & Gupta, Y. P. 2001. Impact of Information Technology Management Practices on Customer Service. Journal of Management Information Systems, 17, 125-158. Kim, H.-S. & Kim, Y.-G. A study on developing CRM scorecard. System Sciences, 2007. HICSS 2007. 40th Annual Hawaii International Conference on, 2007 Waikoloa, HI. IEEE, 150b-150b. Kim, H.-W. & Pan, S. L. 2006. Towards a Process Model of Information Systems Implementation: The Case of Customer Relationship Managemetn(CRM). Database for Advances in Information Systems; ABI/INFORM Global,, 37, 59. Kim, J., Suh, E. & Hwang, H. 2003. A model for evaluating the effectiveness of CRM using the balanced scorecard. Journal of Interactive Marketing, 17. Kincaid, J. W. 2003. Customer relationship management: getting it right!, Prentice Hall Professional. Kline, R. B. 2010. Principles and practice of structural equation modeling, The Guilford Press. Kohli, R., Deveraj, S. & Mahmood, M. A. 2004. Understanding Determinants of Online Customer Satisfaction:A Decision Process Perspective. Journal of Management Information Systems, 21. Kotler, P. 2000. Marketing Management: Millennium Editiony, Prentice Hall of India. Kumar, R. 2005. Research methodology: a step-by-step guide for beginners, Sage Publications Limited. Kumbhar, V. M. 2011. Factors Affecting On Customers‟ Satisfaction In E-Banking: Some Evidences Form Indian Banks. Management Research and Practice, 3. Lam, Chan, Fang & Brzenzinski 2005. The Effects of Customization on Satisfaction with Mobile Systems. IDEA GROUP PUBLISHING. Leach, B. 2003. Success of CRM systems hinges on the establishment of measurable benefits. Pulp & Paper Lee, J.-N., Pi, S.-M., Kwok, R. C.-w. & Huynh, M. Q. 2003. The Contribution of Commitment Value in Internet Commerce: An Empirical Investigation. Journal of the Association for Information Systems,, 4. 131 Lei, P. W. & Wu, Q. 2007. An NCME Instructional Module on Introduction to Structural Equation Modeling: Issues and Practical Considerations. Educational Measurement, Issues and Practice, 26, 33-44. Leigh, T. W. & Tanner, J. F. 2004. Introduction: Jpssm Special Issue On Customer Relationship Management. Journal of Personal Selling and Sales Management, 24. Li, B. 2002. A study of critical factors of customer satisfaction in parcel delivery service. Lien, N.-H. & Kao, S.-L. 2008. The Effects of Service Quality Dimentsions on Customer Satisfaction Across Different Service Types: Alternative Differentiation As a Moderator. Advances in Consumer Research, 35. Limayem, M., Khalifa, M. & Chin, W. W. 2004. CASE Tools Usage and Impact on System Development Performance. Journal of Organizational Computing and Electronic Commerce 14, 153-174. Lin, T.-C. & Huang, C.-C. 2008. Understanding knowledge management system usage antecedents: An integration of social cognitive theory and task technology fit. Information & Management, 45, 410–417. Luarn, P. & Lin, H. 2003. A customer loyalty model for e-service context, . Journal of Electronic Commerce Research, 4. Mckim, B. & Hughes, A. 2000. How to measure CRM success. Target Marketing, 23, 138-49. Michael J. Miller 2005. Reliability and Validity. Mihelis, G., Grigoroudis, E., Politis, Y. S. Y. & Malandrakis, Y. 2001. Customer Satisfaction Measurement in the Private Bank Sector. European Journal of Operational Research,, 130. Miller, L. A., Lovler, R. L. & McIntire, S. A. 2010. Foundations of Psychological Testing: A Practical Approach, SAGE Publications. Mithas, S., Krishnan, M. S. & Fornell, C. 2005. Why Do Customer Relationship Management Applications Affect Customer Satisfaction? Journal of Marketing, 201-209. Mithas, S., Krishnan, M. S. & Fornell, C. 2005. Why Do Customer Relationship Management Applications Affect Customer Satisfaction? Journal of Marketing, 69, 201-209. 132 Mohammadhossein, N. & Zakaria, N. H. 2012. CRM Benefits for Customers : Literature Review (2005-2012). International Journal of Engineering Research and Applications, 2. Murphy, K. R. & Davidshofer, C. O. 1998. Psychological testing: principles and applications, Prentice Hall. Nambisan, S. 2002. Designing Virtual Customer Environment for New Product Development: Toward a Theory. Academy of Management Review,, 27. Nasershariati, F. & Khan, A. 2011. CRM systems benefits A case study of banking sector. Malardalen University. Nguyen, Sherif, J. & Newby, M. 2007. Strategies for successful CRM implementation. Information Management & Computer Society,, 1, 102-115. Oliver, R. L. 1980. A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,. Journal of Marketing Research, 17, 460-469. Oliver, R. L. 1997. Satisfaction: A Behavioral Perspective on the Consumer., McGraw-Hill. Pan, S. L. 2005. Customer Perspective of CRM Systems: A Focus Group Study Enterprise Information System, 1. Pan, S. L. & Lee, J.-N. 2003. Using e-CRM for a unified view of the customer.Association for Computing Machinery. Communications of the ACM, 46, 95-99. Pandey, D. S. K. & Devasagayam, D. R. 2010. Responsiveness as Antecedent of Satisfaction and Referrals in Financial Services Marketing. 10th Global Conference on Business & Economics Parasuraman, A., Berry, L. & Zeithaml, V. 1991. Understanding customer expectations of service. Sloan Management Review,, 32, 39-48. Park, C. & Kim, Y. 2003. A framework of dynamic CRM: linking marketing with information strategy. . Business Process Management Journal, 9, 652-671. Parvatiyar, A. & Sheth, J. N. 2001. Conceptual framework of customer relationship management. Customer Relationship Management–Emerging Concepts, Tools and Applications, 3-25. Parvatiyar.A & Sheth, J. N. 2000. The Domain and Conceptual Foundations of Relationship Marketing., Sage. Payne, A. & Frow, P. 2004. The role of multichannel integration in customer relationship management. Industrial Marketing Management, 33. 133 Payne, A. & Frow, P. 2005. A Strategic Framework for Customer Relationship Management. Journal of Marketing, 69. Payne, A. & Frow, P. 2006. Customer relationship Management: from streategy to implementation. Journal of Marketing Management, 22, 135-168. Peppers, D. & Rogers, M. 2002. The One to One Manager: Real-World Lessons in Customer Relationship Management, Crown Business. Peppers, D., Rogers, M., 1999. The One to One Manager: Real-World Lessons in Customer Relationship Management Peterson, D. M., Gröne, D. F., Kammer, D. K. & Kirscheneder, J. 2009. MultiChannel Customer Management Delighting Consumers, Driving Efficiency. In: COMPANY, B. (ed.). Information Technology, Marketing & Sales. Petra, S. & Williams. 2010. Realising Benefits from Current ERP and CRM Systems Implementations: An Empirical Study. 23rd Bled eConference eTrust: Implications for the Individual, Enterprises and Society. Plakoyiannaki, E. & Tzokas, N. 2002. Customer Relationship Management: A Capabilities Portfolio Perspective Database Marketing, 9, 228-237. Popli, G. S. & Rao, D. N. 2009. CUSTOMER RELATIONSHIP MANAGEMENT IN INDIAN BANKS. Journal of ITS, 8. Rababah, K., Mohd, H. & Ibrahim, H. 2011. Customer Relationship Management (CRM) Processes from Theory to Practice: The Pre-implementation Plan of CRM System. International Journal of e-Education, e-Business, eManagement and e-Learning, 1. Raymond, L. & David, Y. 2001. Customer relationship management: An analysis framework and implementation strategies. The Journal of Computer Information Systems,, 41, 82-97. Reichhart, A. & Holweg, M. 2007. Creating the Customer-responsive Supply Chain: A Reconciliation of Concepts. Operations & Production Management. Reinartz, W., Krafft, M. & Hoyer, W. D. 2004. The customer relationship management process: its measurement and impact on performance. Journal of marketing research, 293-305. Richard, J. E. 2008. The Impact of Customer Relationship Management (CRM) Technology onBusiness-to-Business Customer Relationships. PHD, Victoria University of Wellington. 134 Richards, K. A. & Jones, E. 2008. Customer relationship management: Finding value drivers. Industrial Marketing Management, 37, 120-130. Rigby, D. K., Reichheld, F. F. & Schefter, P. 2002. Avoid the four perils of CRM. Harvard Business Review, 80, 103. Roca, C. J., Chao-Min Chiu & Martinez, F. J. 2006. Understanding e-learning continuance intention: An extension of the Technology Acceptance Model,. International Journal of HumanComputer Studies 64. Rogers, M. 2005. Customer strategy observation from trenches. Journal of Marketing, 69, 262-263. Rohm Andrew J, S. V. 2004. A typology of online shoppers based on shopping motivations. J Bus Res, 57. Romano & Nicholas 2000. Customer relations management in information systems research. Sixth America's Conference on Information Systems (AMCIS). Romano, N. C. & Fjermestad, J. 2003. Electronic commerce customer relationship management. Information Technology and Management, 4, 233-258. Rosenberg, L. J. & John A. Czepiel 1984. A marketing approach to customer retention. Journal of Customer Marketing, 1, 45-51. Rouse, M. March 2007. one-to-one-marketing [Online]. Available: http://searchcrm.techtarget.com/definition/one-to-one-marketing. Rushforth, J. A. 2007. Maximizing relationship value with CRM systems: why commercial banks need to move beyond contact management to true customer relationship management.(Company overview) [Online]. Available: http://www.accessmylibrary.com/article-1G1-158960824/maximizingrelationship-value-crm.html [Accessed 10/30/2012 2012]. Ryals, L. & Knox, S. 2001. Cross-Functional Issues in the Implementation of Relationship Marketing Through Customer Relationship Management. European Management Journal,, 19, 534-542. Ryals, L. & Payne, A. 2001. Customer relationship management in financial services: towards information-enabled relationship marketing. . Journal of Strategic Marketing, 9. Sabri, H. 2003. CRM: The power of prediction. Intelligent Enterprise, 6, 32-35. Sathish, S., Pan, S. & Raman, K. 2002. Customer relationship management (CRM) network: A new approach to studying CRM. . Eighth Americas Conference on Information Systems (AMCIS), Dallas, TX. 135 Saunders, M. N. & Thornhill, A. 2003. Organisational justice, trust and the management of change: an exploration. Personnel Review, 32, 360-375. Seale, C. 1999. The Quality of Qualitative Research., London, Sage. Sedera, D. & Wang, W. 2009. Towards a CRM and SCM Benefits Measurement Model. International Conference on Information Systems (ICIS) at AIS Electronic Library (AISeL). Sekaran, U. & Bougie, R. 2010. Research Methods for Business. A Skill Building Approach, John Wiley & Sons, 2010. Sheng, Y. P. 2002. A business model and framework for electronic customer relationship management. . Proceedings of the 8th AMCIS Conference. Sheth, J. N., Sisodia, R. & Sharma, A. 2000. The antecedents and consequences of customer-centric marketing. . Journal of the Academy of Marketing Science, 28. Siddiqi, K. O. 2011. Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh. International Journal of Business and Management, 6. Silverman, L. L. 2000. Customers: Responsiveness, Focus, Or Obsession? The Australasian Powder Coater Painter-Fabricator, 29. Singh, H. 2006. The Importance of Customer Satisfaction in Relation to Customer Loyalty and Retention. UCTI. Speed, R. & Smith, G. 1992. “Retailing financial services segmentation”. . The Service Industries 12. Srinivasan, S. S., Anderson, R. & Ponnavolu, K. 2002. Customer loyalty in ecommerce: an exploration of its antecedents and consequences. Journal of Retailing, 78, 41-50. Srivastava, R. K., Shervani, T. A. & Fahey, L. 1999. Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing. Journal of Marketing Management, 63, 168-179. Starkweather, D. J. 2011. An alternative modeling strategy: Partial Least Squares. Available: http://www.unt.edu/rss/class/Jon/Benchmarks/PLS_JDS_July2011.pdf. 136 Stone, M., Woodcock, N. & Wilson, M. 1996. Managing the change from marketing planning to customer relationship management. Long Range Planning, 29, 675-683. Sunil Mithas, M. S. K., & Claes Fornell 2005. Why Do Customer Relationship Management Applications Affect Customer Satisfaction? Journal of Marketing, 69, 201-209. Sunil Mithas, M. S. K., Claes Fornell 2005. Why Do Customer Relationship Management Applications Affect Customer Satisfaction? Journal of Marketing, 201-209. Sureshchandar, G. S., Rajendran, C. & Anantharaman, R. N. 2002. The relationship between service quality and customer satisfaction – a factor specific approach. Journal of Services Marketing, 16. Swift, R. S. 2001. Accelerating customer relationships: Using CRM and relationship technologies, Prentice Hall. Tanner, J. F., Ahearne, M., Leigh, T. W., Mason, C. H. & Moncrief, W. 2005. CRM in sales-intensive organizations: A review and future directions. Journal of Personal Selling and Sales Management,, 25, 171-182. Tenenhaus, M., Vinzi, V. E., Chatelin, Y.-M. & Lauro, C. 2005. "PLS path modeling” Computational Statistics & Data Analysis. Thøgersen, J., Juhl, H. J. & Poulsen, C. S. 2009. Complaining: A function of attitude, personality, and situation. Psychology & Marketing, 26, 760-777. Thomas, J. S., Reinartz, W. & Kumar, V. 2004. Getting the most out of all your customers. Harvard business review, 82, 116. Tiwana, A. 2001. The essential guide to knowledge management. E-business and CRM applications. . Turban, E., McLean, E., & James., W 2002. Information technology for management , Transforming business in the digital economy. Ueno, S. 2006. THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT. Van Teijlingen, E. & Hundley, V. 2001. The importance of pilot studies. . Social research update, 1-4. Veloutsou, C., Gilbert, G. R., Moutinho, L. A. & Goode, M. M. H. 2005. Measuring transactionspecific satisfaction in services. European Journal of Marketing, 39, 606-628. 137 Verhoef, P. 2003. Understanding the effect of customer relationship management efforts on customer retention and customer share development. Journal of Marketing, 67. Wallace, D. W., Giese, J. L. & Johnson, J. L. 2004. Customer retailer loyalty in the context of multiple channel strategies. Journal of Retailing, 80, 249-263. Wallace, D. W., Giese, J. L. & Johnson, J. L. 2004. Customer retailer loyalty in the context of multiple channel strategies. Journal of Retailing, 80. Wang, W., Sedera, D. & Tan, F. T. C. 2009. Measuring CRM and SCM benefits : a preliminary measurement model. Pacific Asia Conference on Information Systems. Wilson, H., Daniel, E. & McDonald, M. 2002. Factors for success in customer relationship management (CRM) systems. Journal of Marketing Management,, 18, 193-219. Winer, R. S. 2001. Customer relationship management: a framework, research directions, and the future. Haas School of Business, 43, 89-105. Wixom, B. H. & Todd, P. A. 2005. A theorectical integration of user satisfaction and technology acceptance Information Systems Research, , 16, 85-102. Worthen, B. R., Borg, W. R. & White, K. 1993. Measurement and evaluation in the schools, Longman. Wu, I.-L. 2013. The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust. International Journal of Information Management, 33. Xu, M. & Walton, J. 2005. Gaining customer knowledge through analytical CRM. Industrial Management & Data Systems, 105. Zairi, M. 2000. Managing customer dissatisfaction through effective complaints management systems. The TQM Magazine, 12, 331-337. Zamil, A. M. 2011. Customer Relationship Management: A Strategy To Sustain The Organization's Name And Products In The Customers' Minds. European Journal of Social Sciences, 22. Zikmund, W. G., Raymond McLeod & Gilbert, F. W. 2003. Customer Relationship Management ,Integrating marketing strategy and information technology.