search query: @freeterm customer service management / total: 3
references: 1-3 / 3
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1.
Knowledge management in service encounters: impact on customers' satisfaction evaluations
Journal of Knowledge Management
2011 : VOL 15:3 p. 513-527
 2011 Guchait P.,
Namasivayam K.,
Lei P.,
2.
The service-dominant perspective: a backward step?
European Journal of Marketing
2009 : VOL. 43:5-6, p. 784-793
 2009 O'Shaughnessy, J.
O'Shaughnessy, N. J.
3.
Dynamic capabilities: the missing link in CRM investments
European Journal of Marketing
2009 : VOL. 43:11/12, p. 1392-1410
 2009 Maklan, S.
Knox, S.
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