Zeynep Ata, U.; Toker, Aysegul - In: Journal of Business & Industrial Marketing 27 (2012) 6, pp. 497-507
Purpose – The purpose of this study is to investigate the effects of customer relationship management (CRM) practices on customer satisfaction and firm performance in business‐to‐business (B2B) markets. Design/methodology/approach – A model is developed and empirically tested through...