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Customer-Managed Interactions: A New Paradigm for Firm-Customer Relationships.
Richard T. Watson
Gabriele Piccoli
M. Kathryn Brohman
A. Parasuraman
Published in:
MIS Q. Executive (2005)
Keyphrases
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electronic commerce
customer satisfaction
customer service
customer data
customer knowledge
competitive environment
customer relationship management
retail banking
complex relationships
customer behavior
marketing strategies
database
call center
case study
learning algorithm
data mining
real time