Trust and long-term satisfaction within asymmetric business relationships: a study of Kuwaiti telecommunications sector / Khurram Sharif -- Customer relationship and satisfaction: the Jumeirah Beach Hotel case study / Abdel Moneim M. B. Ahmed -- The role of environmental innovation strategy in reinforcing the impact of green managerial practices on competitive advantages of fertilizer companies in Egypt / Mostafa Mohamed Ahmed Al-kerdawy -- A framework for e-service implementation in the developing countries / H. S. Hassan, E. Shehab, J. Peppard -- Handling customer complaints in the hospitality industry / Rosalynn Dinnen, Ahmed Hassanien -- Customer relationship management in professional service organizations: an application to the building industry / Hamed M. Shamma, Robert F. Dyer, Marilyn L. Liebrenz-Himes -- An examination of mediation: insights into the role of psychological mediators in the use of persuasion knowledge / Kenneth M. Henrie, Darryl W. Miller -- Do attitudes toward careers in sales differ based on country of origin?: a comparative analysis of MBA student attitudes: / Charlie Pettijohn, Linda Pettijohn -- A success framework to investigate critical factors associated with implementation of customer relationship management: a fuzzy ANP approach / Abbas Keramati, Mohamad Sadegh Sangari -- Service quality and WOM (word-of-mouth): a study of the Indian banking sector / Koushiki Choudhury -- Role of european automotive supplier integration in new product development / Chanan S. Syan, Anthony S. White -- Citizen lifetime value in e-government / B. Nikkhahan, M. J. Tarokh -- Effectiveness of customer relationship management program in insurance companies: an Indian exploration / Vikas Gautam -- A cross-cultural study of relationship proneness and its implications for relationship marketing / Yujie Wei, Faye S. McIntyre, Salil Taplade -- Mining customers behavior based on RFM model to improve the customer satisfaction / Fatemeh Bagheri, Mohammad J. Tarokh -- Investigating switching cost roles in determining loyalty in the mobile telecommunications market / Abdul Qayyum, Do Ba Khang -- Exploring determinants influencing the intention to use mobile payment service / Amira F. A. Mahran, Hala M. Labib Enaba -- The mediating role of job embeddedness between internal marketing and turnover intention / Mona Mohamed Sayed Ibrahim -- Egyptian electronic government: the citizen relationship management (CRM) case study / H. S. Hassan, A. A. M. Abdelkader -- The effect of information and communication technology on customer relationship management: Jordan public shareholding companies / Maha M. Al-Khaffaf, Hadeel J. Abdellatif.