References

Barsky, J., Lin, A., (2004), Loyalty-club members' habits good for hotel performance: Hotel and Motel Management, Vol 219, Iss 3, p 10, Advanstar Communications, Inc., Cleveland, OH

Bland, V., (2004), Keeping the customer (satisfied): NZ Business, Vol18, Iss 8, pp 16-20, Profile Publishing Limited, Auckland, NZ

Calhoun, J., (2001), Driving loyalty by managing the total customer experience: Ivey Business Journal, Vol 65, Iss 6, pp 69-73, University of Western Ontario, London, Canada

Daniels, S. (2004), Winning Customer Loyalty Through Stellar Service; AchieveGlobal Research Uncovers STAR Qualities, p 1, PR Newswire, New York, Sep 9, 2004.

Dawson, C., Reichheld, F., Rigby, D., (2003), Winning customer loyalty is the key to a winning CRM strategy: Ivey Business Journal, Vol 67, Iss 4, University of Western Ontario, London

Dowding, S., (2002), The cards stack up nicely: Grocer, Vol 225, Iss 7575, p 76, William Reed Publishing Ltd., Crawley, UK

Galbreath, J., and Rogers, T., (1999), Customer relationship leadership: a leadership and motivation model for the twenty-first century business, The TQM Magazine; 11:3; pp 161-171, MCB, Bradford.

Goodwin, R., Ball B., (1999), Closing the loop on loyalty: Marketing Management, Vol 8, Iss 1, pp 24-34, American Marketing Association, Chicago

Gordon, I., (2003), Measuring customer relationships: What gets measured really does get managed, Ivey Business Journal, Vol 67, Iss 6, Western Ontario, London, Canada

Haeberle, M., (Jan 2003), Betting on Customer Loyalty: Chain Store Age, p 12, Lebhar-Friedman, Inc., New York, NY

Liu, A.H., and Leach, M.P., (2001), Developing loyal customers with a value-adding sales force: Examining customer satisfaction and the perceived credibility of consultative salespeople, The Journal of Personal Selling & Sales, Management, Vol 21, Iss 2, p 147, New York

Martin, S., (2002), Albertson's deals the loyalty card: The Idaho Business Review, Vol 21, Iss 38, p 1, Dolan Media Company, MINNEAPOLIS, MN

O'Brien, P and Manross, G.G.. (2002), Building customer loyalty, Parks & Recreation, Vol.37, Iss 12, pp. 50-53, Arlington,

Orr, A., (2001), Direct mail sows solid relationships: Target Marketing, Vol 24, Iss. 1, pp 53-54, North American Publishing Company< Philadelphia, PA

The Industrial Society, (1995, November), Managing Best Practice Report: Appraisal, The Industrial Society, London.

Thomas, B., (2003), Making Quality Customer Experience Real: How We Achieved New Heights In Our Customer-Supplier Relationships, Quality Congress: ASQ's Annual Quality Congress Proceedings, Vol.57 pp 617-623, ASQ, Milwaukee

_________________________________________________________

You are reading a Management Brief Report in html-format. Become a member of the BPIR to receive a new report in PDF-format every month (see examples: Benchmarking & Business Excellence). PDF-format can be saved on your hard drive, emailed to work colleagues, and are much easier to read and print out!.. For BPIR updates and best practices sign up to our FREE newsletter.