Crosby, L.A. and Johnson, S.L. (2001) ‘Technology: Friend or Foe to Customer Relationships?’, Marketing Management, 10(4), pp. 10–11. Available at: http://connection.ebscohost.com/c/articles/5829372/technology-friend-foe-customer-relationships.
Hemmasi, M., Strong, K.C. and Taylor, S.A. (1994) ‘Measuring service quality for strategic planning and analysis in service firms’, Journal of Applied Business Research, 10(4). Available at: http://search.proquest.com/openview/1406b1c83aedc35a012de973cd4b230b/1?pq-origsite=gscholar&cbl=30135.
Hofstede, G. (1994) ‘The business of international business is culture’, International Business Review, 3(1), pp. 1–14. Available at: https://doi.org/10.1016/0969-5931(94)90011-6.
Jobber, D. and Ellis-Chadwick, F. (2013) Principles and practice of marketing. 7th ed. Maidenhead, Berkshire: McGraw-Hill Higher Education.
de Mooij, M. and Hofstede, G. (2010) ‘The Hofstede model’, International Journal of Advertising, 29(1), pp. 85–110. Available at: https://doi.org/10.2501/S026504870920104X.
Nguyen, B. and Mutum, D.S. (2012) ‘A review of customer relationship management: successes, advances, pitfalls and futures’, Business Process Management Journal, 18(3), pp. 400–419. Available at: https://doi.org/10.1108/14637151211232614.
O’Malley, L. and Mitussis, D. (2002) ‘Relationships and technology: strategic implications’, Journal of Strategic Marketing, 10(3), pp. 225–238. Available at: https://doi.org/10.1080/09652540210152521.
Palmer, R.A. and Millier, P. (2004) ‘Segmentation: Identification, intuition, and implementation’, Industrial Marketing Management, 33(8), pp. 779–785. Available at: https://doi.org/10.1016/j.indmarman.2003.10.007.
Roy, S.K., Mutum, D.S. and Nguyen, B. (2017) Services marketing cases in emerging markets: an Asian perspective. Switzerland: Springer.
Urban, G.L. (2004) ‘The Emerging Era of Customer Advocacy’, MIT Sloan Management Review, 45(2), pp. 77–82. Available at: http://search.proquest.com/openview/0389e23b6b2158d47aec08e653b944d6/1?pq-origsite=gscholar&cbl=26142.
Vargo, S.L. and Lusch, R.F. (2004) ‘Evolving to a New Dominant Logic for Marketing’, Journal of Marketing, 68(1), pp. 1–17. Available at: http://journals.ama.org/doi/abs/10.1509/jmkg.68.1.1.24036?code=amma-site.
Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2002) ‘Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge’, Journal of the Academy of Marketing Science, 30(4), pp. 362–375. Available at: https://doi.org/10.1177/009207002236911.
Zinkhan, G.M. (2002) ‘Promoting services via the Internet: new opportunities and challenges’, Journal of Services Marketing, 16(5), pp. 412–423. Available at: https://doi.org/10.1108/08876040210436885.