TY  - BOOK
AU  - Balakrishnan,Melodena S.
AU  - Els, Lien.
TI  - Customer relationship management: are companies getting divorced from reality? - a literature review 
PY  - 2007///
CY  - Dubai
PB  - UOWD Research Committee
KW  - Service management
KW  - Customer satisfaction
KW  - Customer relationship management
KW  - Customer loyalty
KW  - Intellectual contribution of UOWD academics
N1  - Includes bibliographical references
ER  -