Peppers, Don, Experience – What, How and Why Now, Teletech, 2016
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Cross, Richard and Smoth, Janet, Customer Bonding – Pathway to Lasting Customer Loyalty, NTC Business Books, Chicago, 1995.
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Rust, Roland T., Zeithaml, Valerie A. and Lemon, Katherine N., Driving Customer Equity – How Customer Life Time Value is Reshaping Corporate Strategy, The Free Press, New York, 2000.
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