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Köp båda 2 för 1261 krPART ONE: IDENTIFICATION - ORIGINS AND EXTENT OF RELATIONSHIP MARKETING; 1. Background and Theory; PART TWO: INVESTIGATION AND INTERPRETATION - CUSTOMER RELATIONSHIPS; 2. The Nature of Relationships; 3. Customer Satisfaction and Retention; 4. Involving the Customer; 5. Customer Relationship Management (CRM); PART THREE: INVESTIGATION AND INTERPRETATION - OTHER RELATIONSHIPS; 6. Electronic Relationships; 7. External Relationships; 8. Supplier Relationships; 9. Internal Relationships; PART FOUR: IMPLICATIONS - FOR ORGANISATIONS AND THE FUTURE; 10. Management of Relationships; 11. The Future of Relationship Marketing