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A Framework for Customer Relationship Management
Winer, Russell S.
43/4 (Summer 2001): 89-105.
 
Nobody Ever Gets Credit for Fixing Problems that Never Happened: Creating and Sustaining Process Improvement
Repenning, Nelson P., and John D. Sterman
43/4 (Summer 2001): 64-88.
 
Past the Tipping Point: The Persistence of Firefighting in Product Development
Repenning, Nelson P., Paulo Gonçalves, and Laura J. Black
43/4 (Summer 2001): 44-63.
 
System Dynamics Modeling: Tools for Learning in a Complex World
Sterman, John D.
43/4 (Summer 2001): 8-25.
 
The Customer Pyramid: Creating and Serving Profitable Customers
Zeithaml, Valarie A., Roland T. Rust, and Katherine N. Lemon
43/4 (Summer 2001): 118-142.
 
Tradeoffs in Responses to Work Pressure in the Service Industry
Oliva, Rogelio
43/4 (Summer 2001): 26-43.
 
Uncovering Patterns in Cybershopping
Moe, Wendy W., and Peter S. Fader
43/4 (Summer 2001): 106-117.

 

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