‘Sales and Marketing Planning and Analysis for the Enterprise’, An Arbor Software White Paper, 1996
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Ambler, Tim, ‘The Relational Paradigm: A Synthesis’, PAN’AGRA Working Paper, No. 95-901, Centre For Marketing, London Business School, Fevruary 1995
Berry, L.L. and Parasuraman, A., Marketing Services, The Free Press, New York, 1991.
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