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57. Chen, Kuanchin, Ya-Han Hu, and Yi-Cheng Hsieh (2014), “Predicting customer churn from valuable B2B customers in the logistics industry: a case study,” Information Systems and e-Business Management, forthcoming.

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66. Chuang, Shu-Hui and Hong-Nan Lin (2013), “The roles of infrastructure capability and customer orientation in enhancing customer-information quality in CRM systems: Empirical evidence from Taiwan”, International Journal of Information Management, 33 (2), 271–281.

67. Chylinski, M. and Anna Chu (2010) “Consumer cynicism: antecedents and consequences”, European Journal of Marketing, 44 (6), 796 – 837.

68. Ciavolino, Enrico, Maurizio Carpita and Mariangela Nitti (2014), “High-order PLS path model with qualitative external information”, Quality & Quantity, forthcoming.

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70. Ciavolino, Enrico and Mariangela Nitti (2013), “Using the Hybrid Two-Step estimation approach for the identification of second-order latent variable models”, Journal of Applied Statistics, 40 (3), 508-526.

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72. Coltman, Tim, Timothy M Devinney and David F Midgley (2011), “Customer relationship management and firm performance”, Journal of Information Technology, 26 (3), 205-219.

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88. Engelen, Andreas (2010), “Entrepreneurial orientation as a function of national cultural variations in two countries”, Journal of International Management, 16 (4), 354-368.

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93. Ernst, Holger, W.D. Hoyer, M. Krafft and K. Krieger (2010), “Customer Relationship Management and company performance – the mediating role of new product performance“, Journal of the Academy of the Marketing Science, 39 (2), 290-306.

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101. Foss, Bryan, Merlin Stone and Yuksel Ekinci (2008), “What makes for CRM system success- or failure? “, Journal of Database Marketing & Customer Strategy Management, 15, 68-78.

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102. Frenzen, Heiko, Ann-Kristin Hansen, Manfred Krafft, Murali K. Mantrala, and Simone Schmidt (2010), “Delegation of pricing authority to the sales force: An agency-theoretic perspective of its determinants and impact on performance”, International Journal of Research in Marketing, 27 (1), 58-68.

103. Frow, P. E. and A. F. Payne (2009), "Customer Relationship Management: A Strategic Perspective", Journal of Business Market Management, 3 (1), 7-27.

104. Frow, Pennie, Adrian Payne, Ian F. Wilkinson, Louise Young, (2011) "Customer management and CRM: addressing the dark side", Journal of Services Marketing, 25 (2), 79-89.

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106. Garland, R. (2005), “Segmenting Retail Banking Customers”, Journal of Financial Services Marketing, 10 (2), 179-191.

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111. Geigenmüller, Anja and Larissa Greschuchna (2011), „How to Establish Trustworthiness in Initial Service Encounters”, The Journal of Marketing Theory and Practice, 19 (4), 391-406.

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113. Gneiser, Martin S. (2010), "Value-based CRM The Interaction of the Triad of Marketing, Financial Management, and It," Business & Information Systems Engineering, 2 (2), 95-103.

114. Gök, Osman and Gungor Hacioglu (2010), „The organizational roles of marketing and marketing managers", Marketing Intelligence & Planning, 28 (3), 291 – 309.

115. Gorondutse, Abdullahi Hassan, Aminu Ahmad and Mustapha Nasidi (2014), “Corporate reputation on performance of banking industries in Nigeria: Using PLS-SEM tool of analysis”, European Journal of Business and Management, 6 (24).

116. Graf, Michael, Bodo B. Schlegelmilch, Susan M. Mudambi, and Stephen Tallman (2013), “Outsourcing of customer relationship management: implications for customer satisfaction”, Journal of Strategic Marketing, 21(1), 68-81.

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117. Griffin, Deborah and Aron O’Cass (2010), „An Exploration of Personality and Speed Limit Comliance“, Journal of Nonprofit & Public Sector Marketing, 22 (4), 336-353.

118. Guo, Chiquan, Yong J. Wang and Ashley Metcalf (2014), “How to calibrate conventional market-oriented organizational culture in 21st century production-centered firms? A customer relationship perspective”, International Journal of Production Economics, 156, 235-245.

119. Ha, Hong-Youl and Je-Won Lee (2012), “Online relationship avoidance over time”, Service Industries Journal, 32 (9), 1451-1468.

120. Ha, Hong-Youl and Swinder Janda (2011), “A longitudinal study of online non-relationship intentions”, The Service Industries Journal, 31 (3), 343-354.

121. Haenlein, M. (2010), “A social network analysis of customer-level revenue distribution” Marketing Letters, 22 (1), 15-29.

122. Haenlein, Michael (2013), “Social interactions in customer churn decisions: The impact of relationship directionality”, Intern. J. of Research in Marketing, 30, 236-248.

123. Harrigan, Paul, et al. (2015), „Modelling CRM in a social media age”, Australasian Marketing Journal, 23, 27–37.

124. Harrigan, Paul, Elaine Ramsey and Patrick Ibbotson (2012), “Entrepreneurial marketing in SMEs: the key capabilities of e-CRM”, Journal of Research in Marketing and Entrepreneurship, 14(1), 40-64.

125. Harrigan, Paul, Elaine Ramsey and Patrick Ibbotson (2012), „Exploring and explaining SME marketing: investigating e-CRM using a mixed methods approach”, Journal of Strategic Marketing, 20 (2), pp. 127 – 163.

126. Harrigan, Paul, Elaine Ramsey, and Patrick Ibbotson (2011), “Critical factors underpinning the e-CRM activities of SME’s”, Journal of Marketing Management, 27 (5-6), 503-529.

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128. Hillebrand, Bas, Jurriaan J. Nijholt and Edwin J. Nijssen (2011), “Exploring CRM effectiveness: an institutional theory perspective”, Journal of the Academy of Marketing Science, 39 (4), 592-608.

129. Hinz, O. and J. Eckert „ Das Zusammenspiel aus der Triade Marketing, Finanzmanagement und IT“, Wirtschaftsinformatik, 52 (2), 95-104.

130. Holmlund, Maria, and Tore Strandvik (2005), “Exploring and Managing Negative Incidents in Business Relationships”, Journal of Customer Behaviour, 2005 (4), 227-250.

131. Homburg, Christian, and P. Stebel (2009), “Determinants of contract terms of professional services”, Management Accounting Research, 20 (2), 129-145.

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133. Homburg, Christian, Martin Klarmann and Jens Schmitt (2010), “Brand awareness in business markets: When is it related to firm performance?”, International Journal of Research in Marketing, 27 (3), 201-212.

134. Homburg, Christian, Wayne D. Hoyer, and Ruth Maria Stock (2007), "How to get lost customers back?", Journal of the Academy of Marketing Science, 35 (4), 461-474.

135. Hong, Soonkwan and Yong J. Wang (2011), “Invested loyalty: the impact of ubiquitous technology on the current loyalty paradigm and the potential revolution”, Journal of Strategic Marketing, forthcoming.

136. Hsu, Shun-Fa, Yi-in Lee, Cheng-Hsi Wang and Chia-Fang Chung (2012), „Educating customer relationship management (CRM) specialists through a competency-based training (e-CBT) model with technology-based learning for business education: Competency indicator development”, African Journal of Business Management, 6 (14), 4804-4814.

137. Huang, Ming-Hui and Eric T. G. Wang (2013), “Marketing Is from Mars, IT Is from Venus: Aligning the Worldviews for Firm Performance”, Decision Sciences, 44 (1), 87-125.

138. Hulten, Peter (2011), “A Lindblomian perspective on customer complaint management policies”, Journal of Business Research, 65 (6), 788-793.

139. Hyun, Martin Yongho, Hyeon-Cheol Kim, and Robert Martin O’Keefe (2014), “Inter-Satisfaction between website and Automated call distribution (ACD) Systems,” Journal of Travel & Tourism Marketing, 31 (8), 1039-1056.

140. Inauen, Matthias and Andrea Schenker-Wicki (2011), “The impact of outside-in open innovation on innovation performance,” European Journal of Innovation Management, 14 (4), 496-520.

141. Iriana, Reiny, Francis Buttle and Lawrence Ang (2013), “Does organisational culture influence CRM's financial outcomes?” Journal of Marketing Management, 29 (3-4), 467-493.

142. Jansen, Bernard J., Mimi Zhang, Kate Sobel, and Abdur Chowdury (2009), "Twitter Power: Tweets as electronic word of mouth", Journal of the American Society for Information Science and Technology, 60 (11), 2169-2188.

143. Jarratt, Denise G., and Constantine S. Katsikeas (2009), “How does Relationship Management Infrastructure influence performance?”, Journal of Marketing Management, 25 (1-2), 51-74.

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146. Jayachandran, S., S. Sharma, P. Kaufman, et al. (2005), “The role of relational information processes and technology use in customer relationship management”, Journal of Marketing, 69 (4), 177-192.

147. Johnson, Devon S., Bruce H. Clark and Gloria Barczak (2012), “Customer relationship management processes: How faithful are business-to-business firms to customer profitability?”, Industrial Marketing Management, 41 (7), 1094-1105.

148. Johnson, Jeff S. and Scott B. Friend (2014), “Contingent cross-selling and up-selling relationships with performance and job satisfaction: an MOA-theoretic examination”, Journal of Personal Selling & Sales management, forthcoming.

149. Josianssen, Alexander, A. Assaf, A. George, and Ljubica Knezevic Cvelbar (2014), “CRM and the bottom line: Do all CRM dimensions affect firm performance,” International Journal of Hospitality Management, 31 (1), 130-136.

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166. Kostopoulos, Konstantinos C., Nikos Bozionelos, and Evangelos Syrigos (2015), “Ambidexterity and Unit Performance: Intellectual Capital Antecedents and Cross-Level Moderating Effects of Human Resource Practices”, Human Resource Management, forthcoming.

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168. Kuruzovic, Jason (2013), “Sales Technologies, Sales Force Management, and Online Infomediaries,” Journal of Personal Selling and Sales Management, 33 (2), 211-224.

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177. Li, Ling-Yee (2011), “Marketing metrics' usage: Its predictors and implications for customer relationship management”, Industrial Marketing Management, 40 (1), 139-148.

178. Li, Q. P. and C. Chang (2010), “The Customer Lifetime value in Taiwanese credit card market,” African Journal of Business Management, 4 (5), 702-709.

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201. Matikainen, Minna, Harri Terho, Esa Matikainen, and Petri Parvinen (2015), Anne Juppo “Effective implementation of relationship orientation in new product launches”, Industrial Marketing Management, forthcoming.

202. Mathur, Manisha and S. Kumar (2013) "Customer Retention through Prioritization: Integrating Time-Dependent Context of Relationship Dynamics" Journal of International Consumer Marketing, 25 (5), 332-343.

203. McDonald, Heath, Adam J. Karg and Civilai Leckie (2014), “Predicting which season ticket holders will renew and which will not”, European Sport Management Quarterly, 14 (5), 503-520.

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204. McNally, Regina C., “An exploration of call centre agents` CRM software use, customer orientation and job performance in the customer relationship maintenance phase”, Journal of Financial Services Marketing, 12 (2), 169-184.

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207. Menguc, B., and S. Auh (2008), "The Asymmetric Moderating role of market Orientation on the Ambidexterity-Firm Performance Relationship for Prospectors and defenders", Industrial Marketing Management, 37 (4), 455-470.

208. Menguc, Bulent, Seigyoung Auh and Aypar Uslu (2012), „Customer knowledge creation capability and performance in sales teams“, Journal of the Academy of Marketing Science, 41 (1), 19-39.

209. Minami, Chieko (2009), “The new role of call centres for manufacturers”, The Marketing Review, 9 (2), 115-126.

210. Mithas, S., M. S. Krishnan, C. Fornell (2005), “Why do customer relationship management applications affect customer satisfaction?”, Journal of Marketing, 69 (4), 201-209.

211. Mitrega, Maciej, Sebastian Forkmann, Carla Ramos and Stephan C. Henneberg (2012), “Networking capability in business relationships — Concept and scale development”, Industrial Marketing Management, 41 (5), 739-751.

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218. Moutot, Jean-Michel and Ganael Bascoul (2008), “Effects of sales Force Automation use on sales force activities and Customer Relationship Management”, Journal of Personal Selling and Sales Management, 28 (2), 167-184.

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221. Müller, Anna-Luisa (2014), “Sustainability and customer relationship management: Current state of research and future research opportunities”, Management Review Quarterly, 64 (4), 201-224.

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228. Nguyen, Bang and Lyndon Simkin, (2013) "The dark side of CRM: advantaged and disadvantaged customers", Journal of Consumer Marketing, 30 (1), 17 – 30.

229. Nguyen, Bang, Mo Li and Cheng-Hao (Steve) Chen (2012), “The targeted and non-targeted framework: Differential impact of marketing tactics on customer perceptions”, Journal of Targeting, Measurement and Analysis for Marketing, forthcoming.

230. Nguyen, ThuyUyen H., Michael Newby, and Michael J. Macaulay (2013) "Information Technology Adoption in Small Business: Confirmation of a Proposed Framework." Journal of Small Business Management, 53 (1), 207-227.

231. Öberg, Christina (2014), “Customer relationship challenges following international acquisitions”, International Marketing Review, 31 (3), 259-282.

232. O´Cass, Aron and Liem Viet Ngo (2010), “Examining the Firm´s Value Creation Process: A Managerial Perspective of the Firm´s Value Offering Strategy and Performance”, British Journal of Management, 22 (4), 646-671.

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235. Osmani, Mohammad, Hossein Ahmadi, Othman Ibrahimand Mehrbakhsh Nilashi (2013), “Conceptualizing Customer Relationship Management Model for Educational Institution (UTM)”, International Journal of Computer Science and Management Research, 2 (1), 1303-1308.

236. Owolabi, Olamade O., Yusuff S. Adeleke and Kazeem Abubakar (2013), "Technology enabled customer Relationship Management in Supermarket Industry in Nigeria,” American Journal of Industrial and Business Management, 3 (2), 222-228.

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239. Padmavathy, C., M. S. Balaji and V. J. Sivakumar (2012), “Measuring effectiveness of customer relationship management in Indian retail banks”, International Journal of Bank Marketing, 30 (4), 246-266.

240. Palmatier, R.W., S. Gopalakrishna, and M.B. Houston (2006), “Returns on business-to-business relationship marketing investments: Strategies for leveraging profits,” Marketing Science, 25 (5), 477-493.

241. Panagopoulos, Nikolaos G., and George J. Avlonitis (2010), “Performance implications of sales strategy: The moderating effects of leadership and environment”, International Journal of Research in Marketing, 27 (1), 46-57.

242. Papadopoulos, Thanos, Ojiako Udechukwu and Chipulu Maxwell et. Al. (2012), “The criticality of riskfactors in customer relationship management projects”, Project Management Journal, 43 (1), 65-76.

243. Patwardhan, Manoj, Pankaj Srivastava, Kirti Kumar, Santosh Kumar, Abhishek Garg, and Devesh Arya (2009), "CRM in Indian banking Sector: Exploring the critical success factor", International Journal of Business and Emerging Markets, 1 (3), 282-295.

244. Payne, Adrian, and P. Frow (2005), “A strategic framework for customer relationship management”, Journal of Marketing, 69 (4), 167-176.

245. Payne, Adrian, and Pennie Frow (2006), “Customer Relationship Management: from Strategy to Implementation,” Journal of Marketing Management, 22 (1-2), 135-168.

246. Payton, F. C., and D. Zahay (2005), “Why doesn’t marketing use the corporate data warehouse? The role of trust and quality in adoption of data-warehousing technology for CRM applications”, Journal of Business & Industrial Marketing, 20 (4/5), 237-244.

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248. Peltier, James W., Zahay, Debra, Lehmann, Donald R. (2013), “Organizational Learning and CRM Success: A Model for Linking A Organizational Practices, Customer Data Quality, and Performance”, Journal of Interactive Marketing, 27 (1), 1-13.

249. Peters, Linda D., and Wesley Johnston (2009), “Understanding Absorptive Capacity from a Network Perspective”, Journal of Business Market Management, 3 (1), 29-50.

250. Peters, Linda D., and Wesley Johnston (2010), “Collaboration and collective learning: networks as learning organizations”, Journal of Business & Industrial Marketing, 25 (6), 478-484.

251. Petersen, J. A., L. McAlister, and D. J. Reibstein, et al (2009), "Choosing the right metrics to Maximize profitability and shareholder value", Journal of Retailing,85 (1), 95-111.

252. Pick, Doréen (2011), “Never Say Never – Status Quo and Research Agenda for Relationship Termination in B2B Markets”, Journal of Business Market Management, 4 (2), 91-108.

253. Piening, J., T. Ehrmann and B. Meiseberg (2013), “Competing risks for train tickets – An empirical investigation of customer behavior and performance in the railway industry”, Transportation Research Part E: Logistics and Transportation Review, 51, 1-16.

254. Plakoyiannaki, E., and M. Saren (2006), “Time and the Customer Relationship Management Process”, Journal of Business & Industrial Marketing, 21 (4/5), 218-230.

255. Plakoyiannaki, E., N. Tzokas, P. Dimitratos, and Michael Saren (2008), „How critical is employee orientation for customer relationship management? Insights from a case study”, Journal of Management Studies, 45 (2), 268-293.

256. Plouffe, C.R., J. Hulland, and T. Wachner (2009), "Customer-directed selling behaviors and performance: a comparison of exiting perspectives", Journal of the Academy of Marketing Science, 37 (4), 422-439.

257. Polonsky, Michael Jay, and Adrian Sargeat (2007), “Managing the donation service experience”, Nonprofit Management & Leadership, 17 (4), 459-476.

258. Proença, J. F., and L. M. de Castro (2007), “The business to business relationship dimensions in financial services markets”, Service Business, 1 (1), 63-78.

259. Qureshi, Shahid and Sarfraz A. Mian (2010), “Antecedents and Outcomes of Entrepreneurial Firms Marketing Capabilities: An Empirical Investigation of Small Technology Based Firms”, Journal of Strategic Innovation and Sustainability, 6 (4), 26-41.

260. Rababah, Khalid, , Haslina Mohd, and Huda Ibrahim (2011), “Customer Relationship Management (CRM) Processes from Theory to Practice: The Pre-implementation Plan of CRM System”, International Journal of e-Education, e-Business, e-Management and e-Learning, 1 (1), 22-27.

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261. Radosevic, Slavo and Esin Yoruk (2013), “Entrepreneurial propensity of innovation systems: Theory, methodology and evidence,” Research Policy, 42 (5), 1015-1038.

262. Ragowsky, Arik, Paul S. Licker and David Gefen (2012), „Organizational IT Maturity (OITM): A Measure of Organizational Readiness and Effectiveness to Obtain Value from Its Information Technology”, Information Systems Management, 29 (2), 148 – 160.

263. Rai, Rajnish Kumar (2013), "A Co-opetition-Based Approach to Value Creation in Interfirm Alliances Construction of a Measure and Examination of Its Psychometric Properties." Journal of Management, forthcoming.

264. Rakesh, Sapna and Arpita Khare (2011), “A study on e-CRM applications for Indian fast food chains”, International Journal of Electronic Customer Relationship Management, 5 (1), 58-74.

265. Ramani, Girish, and V. Kumar (2008), "Interaction Orientation and Firm Performance", Journal of Marketing, 72 (1), 27-45.

266. Ramaswami, S. N., R. K. Srivastava, and M. Bhargava (2009), "Market-based capabilities and financial performance of firms: insights into marketing's contribution to firm value", Journal of the Academy of Marketing Science, 37 (2), 97-116.

267. Ranjan, Kumar Rakesh and Stuart Read (2014), “Value co-creation: concept and measurement”, Journal of the Academy of Marketing Science, forthcoming.

268. Rapp, A., K. J. Trainor, and R. Agnihotri (2010), “Performance implications of customer- linking capabilities: examining the complementary role of customer orientation and CRM technology,” Journal of Business Research, 63 (11), 1229-1236.

269. Reddick, C. G. (2010), “Impact of Citizen Relationship Management (CRM) on Government: Evidence from U.S. Local Governments”, Journal of E-Governance, 33 (2), 88-99.

270. Reimer, Kerstin and Jan U. Becker (2015), “What customer information should companies use for customer relationship management? Practical insights from empirical research,” Management Review Quarterly, forthcoming.

271. Reimann, Martin, Oliver Schilke, and Jacquelyn S. Thomas (2010), “Customer Relationship Management and firm performance: the mediating role of business strategy,” Journal of the Academy of Marketing Science, 38, 326-346.

272. Rese, Mario and Valerie Wulfhorst (2009), "The influences of Customer Relationship Metrics on shareholder value: What should be done and what has been done?", Journal of Business Market Management, 3 (1), 51-64.

273. Richard, James E., Peter C. Thirkell, and L. Sid (2007), "An Examination of Customer Relationship Management (CRM) Technology Adoption and its Impact on Business-to-Business Customer Relationships", Total Quality Management & Business Excellence, 18 (8), 927-945.

274. Richard, James E., Peter C. Thirkell, and Sid L. Huff (2007), “The strategic value of CRM: a technology adoption Perspective”, Journal of Strategic Marketing, 15 (5), 421-439.

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275. Richards, K. A. and E. Jones (2008), "Customer Relationship Management: Finding value drivers", Industrial Marketing Management, 37 (2), 120-130.

276. Richards, Keith A., and Eli Jones (2009), “Key Account Management: Adding Elements of Account Fit to an Intergrative Theoretical Framework,” Journal of Personal Selling and Sales Management 29 (4), 305-320.

277. Riebe, Erica, Malcolm Wright, Philip Stern, and Byron Sharp (2013), “How to grow a brand: Retain or acquire customers?”, Journal of Business Research, forthcoming.

278. Rindfleisch, Aric et al. (2008), “Cross-Sectional versus longitudinal Survey Research: Concepts, Findings and Guidelines”, Journal of Marketing Research, 45 (3), 261-279.

279. Ripollés, Maria and Andreu Blesa (2011) „International new ventures as ‘‘small multinationals’’: The importance of marketing capabilities”, Journal of World Business, 47 (2), 277-287.

280. Ritter, Thomas and Jens Geersbro (2011), “Organizational relationship termination competence: A conceptualization and an empirical test”, Industrial Marketing Management, 40 (6), 988-993.

281. Roberts, Mary Lou, Raymond R. Liu, and Karyl Hazard (2005), “Strategy, technology and organisational alignment: Key components of CRM success”, Database Marketing & Customer Strategy Management, 12 (4), 315-326.

282. Robinson, Leroy Jr., Sue E. Neeley, Kathleen Williamson, (2011) "Implementing service recovery through customer relationship management: identifying the antecedents", Journal of Services Marketing, 25 (2), 90-100.

283. Rozzett, K. and G. Demo (2010), “Development and factor validation of the customer relationship scale (CRS),” Rae-Revista de Administracao de Empresas, 50 (4), 383-395.

284. Rudolph, Thomas and Liane Nagengast (2013), “Kundenbindung in Handels- und Serviceunternehmen – Die Wirkung von Kundenbindungsinstrumenten auf Einstellungen und Kaufverhalten”, Journal für Betriebswirtschaft, 63 (1), 3-44.

285. Ruiz de Maya, Salvador, Ines Lopez-Lopez and Jose Luis Munuera (2011), “Organic food consumption in Europe: International segmentation based on value system differences”, Ecological Economics, 70 (10), 1767-1775.

286. Rust, R. T., and T. S. Chung (2006), “Marketing models of service and relationships”, Marketing Science, 25 (6), 560-580.

287. Rust, Roland T. and Ming-Hui Huang (2014), "The Service Revolution and the Transformation of Marketing Science." Marketing Science, 33 (2), 206-221.

288. Saarijärvi, Hannu, Heikki Karjaluoto and Hannu Kuusela (2013a), "Extending customer relationship management: from empowering firms to empowering customers,” Journal of Systems and Information Technology, 15 (2), 140 – 158.

289. Saarijärvi, Hannu, Heikki Karjaluoto, and Hannu Kuusela (2013) "Customer Relationship Management: The Evolving Role of Customer Data", Marketing Intelligence & Planning, 31 (6), 584-600.

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290. Saini, Amit, Rajdeep Grewal, and Jean L. Johnson (2010), "Putting market-facing technology to work: Organizational drivers of CRM performance," Marketing Letters, 21, 365-383.

291. Salojärvi, Hanna and Liisa-Maija Sainio, (2010) "Customer knowledge processing and key account performance", European Business Review, 22 (3), 339 – 352.

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293. Samsudin, Wahab and Ali Juhary (2010), "The Evolution of Relationship Marketing (RM) towards customer Relationship Management (CRM): A Step towards Company substainability," Information Management and Business Review, 1 (2), 88-96.

294. Samu, Sridhar, Preeti Krishnan Lyndem and Reginald A Litz (2012), "Impact of Brand-Building Activities and Retailer-based Brand Equity on Retailer Brand Communities", European Journal of Marketing, 46 (11/12), 1581-1601.

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296. Schmitz, Christian (2012), “Group influences of selling teams on industrial salespeople’s cross-selling behavior”, Journal of the Academy of Marketing Science, 41 (1), 55-72.

297. Schniederjans, Marc J., Qing Caob and Vicky Ching Gu (2011), “An operations management perspective on adopting customer-relations management (CRM) software”, International Journal of Production Research, 50 (14), 3974-3987.

298. Schramm-Klein, Hanna, Dirk Morschett, and Bernhard Swoboda (2015),"Retailer corporate social responsibility: shedding light on CSR’s impact on profit of intermediaries in marketing channels", International Journal of Retail & Distribution Management, 43 (4/5), 1-48.

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301. Sen, Arun and Atish P. Sinha (2011), “IT alignment strategies for customer relationship management”, Decision Support Systems, 51 (3), 609-619.

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