Effective customer relationship management how emotion drives sustainable success - Sauers, Amy Carson (Cambria Press, 2008)
Includes bibliographical references and index
Introduction to Customer Relationship Study -- - Statement of the Problem -- - Purpose -- - Significance of the Study -- - Research Question and Hypotheses -- - Ch. 1 - Background and Theory -- - Literature Review -- - Defining Key Terms -- - Ch. 2 - Methodology -- - Hypotheses -- - Population and Sampling -- - Procedure -- - Measures -- - Ch. 3 - Results -- - Analysis Summary -- - Hypothesis Tests -- - Investigation of Key-Variable Propositions -- - Structural Equation Modeling -- - Ch. 4 - Discussion and Recommendations -- - Summary -- - Discussion -- - Scope and Limitations -- - Recommendations -- - Appendix A. - Survey -- - Appendix B. - Customer Comments -- - Appendix C. - Additional Confirmatory Factor Analyses -- - Appendix D. - Correlations Tables