Subject Areas :
freshte
amin
1
(University of Tehran)
Keywords:
Abstract :
كاووسي، محمد رضا، سقايي، عباس. روشهاي اندازه گيري رضايت مشتري، انتشارات سبزان،چاپ دوم،سال 1387
کاتلر، فلیپ،آرمسترانگ،گری، اصول بازاریابی، ترجمه علی پارسائیان، تهران، نشر آیلار، 1388
احمد پور ،هادی وهمدانی ،علیرضا، بررسی عوامل تاثیر گذار در حفظ و جذب مشتريان یک بانک تجاری،اولین کنفرانس بین المللی بازاریابی خدمات بانکی
سجادی،علی اکبر،نقش رضایت مشتری در تجارت،نشریه مدیریت ،شماره22،1380
داور،ونوس وصفاریان،میترا،بازاریابی خدمات بانکی،نگاه دانش،1388
E.W.T. Ngai , Li Xiu, D.C.K. Chau,” Application of data mining techniques in customer relationship management:A literature review and classification”journal of Expert Systems with Applications 36,,2009, p2592
Ibid,p2592
Keith A. Richards a,, Eli Jones,” Customer relationship management: Finding value drivers”journal of Industrial Marketing Management,VOL 37, 2008, p121
Tzu-Liang (Bill) Tsenga, Chun-Che Huangb," Rough set-based approach to feature selection in Customer Relationship management" The International Journal of Management science,vol35 ,2007,p365
Ibid,p365
E.W.T. Ngai,” Customer relationship management research (1992-2002)” Marketing Intelligence & Planning, Vol. 23 No. 6, 2005,pp. 583
Swift, R.S. "Accelerating Customer Relationships: Using CRM and Relationship Technologies"2001,p125.
Johansson j &Strom F ”Customer relationship management case studies of five Swedish companies”2002,p12
Graciela Villalobos,”Web-Application for the Customer Satisfaction Measurement” Thomas Wettstein, Faculty of Economic and Social Sciences of the University of Fribourg,2000,p112
Fecikova, I.. A index method for measurement of customer satisfaction. TQM magazine, 16, 1. 2004. 57-66.
Xiaoming YANG Peng TIAN Zhen ZHANG," A Comparative Study on Several National Customer Satisfaction Indices (CSI)" Aetna School of Management,Shanghai Jiao Tong University, Shanghai, P.R.China,2003,p2
American Customer Satisfaction Index
Manuel José Vilares, Pedro Simões Coelho, "The employee-customer satisfaction chain in the ECSI model" European Journal of Marketing, Vol 37, Year: 2003, P1705
Michael D. Johnson, Anders Gustafsson, Tor Wallin Andreassen, Line Lervik, Jaesung Cha, The evolution and future of national customer satisfaction index models, 2001
Richard A. Feinberg, Leigh Hokama, Rajesh Kadam, IkSuk Kim," Operational determinants of caller satisfaction in the banking/financial services call center" International Journal of Bank Marketing, Vol 20, Year: 2002,P 176
Ibid,pp 78-81