You can download free copies of many publications here. There’s a sample chapter from the 3rd edition of my best selling textbook, Customer Relationship Management: Concepts and Technologies. There are also a number of papers that have been published in academic journals. They are written in a style designed to please journal editors and reviewers, but this doesn’t suit every reader. If you aren’t familiar with this writing style, go ahead with the download but just read the Abstract and the Conclusions, Discussion and Implications sections. Click on the “Free – Purchase” button, and you can download the item by clicking on the link in the email sent to your nominated email account.


This research paper by Pete Naud√© and Francis Buttle, published in Industrial Marketing Management shows how there are several approaches to assessing relationship quality in the business-to-customer setting. Assessing the…

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