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參考文獻


Afors, C.,M.Z. Michaels(2001).A Quick Accurate Way to Determine Customer Needs.Quality Progress.34(7),82-87.
Ford, R.C.,Heaton, C.P.,S.W. Brown(2001).Delivering Excellent Service: Lessons from the Best Firms.California Management Review.44(1),39-56.
Gardner, B.(2001).What Do Customers Value?.Quality Progress.34(11),41-48.
Reichheld, F.F.(2001).Lead for Loyalty.Harvard Business Review.79(7),76-84.
Rigby, D.K.,Reichheld, F.F.,P. Schefter(2001).Avoid the Four Perils of CRM.Harvard Business Review.33(4),34-37.

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