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CUSTOMER SERVICE - Why CRM Fails — And How to Fix It
Maklan, Stan; Knox, Simon; Peppard, Joe - In: MIT sloan management review 52 (2011) 4, pp. 77-87
Persistent link: https://www.econbiz.de/10009180057
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Using Real Options to Help Build the Business Case for CRM Investment
Maklan, Stan; Knox, Simon; Ryals, Lynette - In: Long range planning : LRP ; international journal of … 38 (2005) 4, pp. 393-410
Persistent link: https://www.econbiz.de/10005880383
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Guaranty trust bank of Nigeria: Building a trusted brand in financial services
Knox, Simon; Maklan, Stan - In: Thunderbird international business review 47 (2005) 6, pp. 737-756
Persistent link: https://www.econbiz.de/10005920444
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Corporate Social Responsibility: Exploring Stakeholder Relationships and Programme Reporting across Leading FTSE Companies
Knox, Simon; Maklan, Stan; French, Paul - In: Journal of business ethics : JOBE 61 (2005) 1, pp. 7-28
Persistent link: https://www.econbiz.de/10006874858
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The Guaranty Trust Bank of Nigeria: From niche positioning to mass-market branding
Maklan, Stan; Knox, Simon; Michel, Stefan - In: Thunderbird international business review 51 (2009) 4, pp. 385-402
Persistent link: https://www.econbiz.de/10008270001
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Customer service experiences: Developing and applying a sequentialincident laddering technique
Jüttner, Uta; Schaffner, Dorothea; Windler, Katharina; … - In: European journal of marketing : EJM 47 (2013) 5, pp. 738-769
Persistent link: https://www.econbiz.de/10010132235
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Corporate Social Responsibility:
Knox, Simon; Maklan, Stan - In: European management journal : publ. twice a year for … 22 (2004) 5, pp. 508-516
Persistent link: https://www.econbiz.de/10006241880
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New trends in innovation and customer relationship management: a challenge for market researchers
Maklan, Stan; Ryals, Lynette; Knox, Simon - In: International journal of market research : JMRS ; the … 50 (2008) 2, pp. 221-240
Persistent link: https://www.econbiz.de/10007980100
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EXQ: a multiple-item scale for assessing service experience
Klaus, Philipp Phil; Maklan, Stan - In: Journal of service management 23 (2012) 1, pp. 5-34
Persistent link: https://www.econbiz.de/10009838504
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Supply chain resilience in the global financial crisis: an empirical study
Jüttner, Uta; Maklan, Stan - In: Supply chain management : an international journal 16 (2011) 4, pp. 246-260
Persistent link: https://www.econbiz.de/10009166357