1. Effective implementation of sales-based CRM systems: theoretical and practical issues / George J. Avlonitis and Nikolaos G. Panagopoulos -- 2. The goals of customer relationship management / Ronald E. Goldsmith -- 3. Global account management (GAM): creating companywide and worldwide relationships to global customers / Svend Hollensen and Vlad Stefan Wulff -- 4. Can firms develop a service-dominant organisational culture to improve CRM? / Jamie Burton -- 5. Identifying the determinants of customer retention in a developing country context / Norizan Mohd Kassim, Salaheldin Ismail, and Nor Asiah Abdullah -- 6. Customer relationship management in social and Semantic Web environments / Ángel García-Crespo ... [et al.] -- 7. CRM in the context of airline industry: a case study of Mexican Airline / Riyad Eid and Mustafa Zaidi -- 8. Role of time in development of trust within hi-tech SME business relationships / Khurram Sharif and Salaheldin Ismail Salaheldin -- 9. A conceptual model of customer innovation centric / Amin A. Shaqrah -- 10. Customers knowledge and relational marketing: a Web 2.0 perspective / Pasquale Del Vecchio and Valentina Ndou -- 11. Customer relationship management through communication strategy: fibres industry case study / Abdel Moneim M. B. Ahmed -- 12. Media richness theory and the intention to use online stores / Eric Brunelle -- 13. Do managerial strategies influence service behaviours?: insights from a qualitative study / Anna-Lena Ackfeldt and Neeru Malhotra -- 14. Applications of customer relationship marketing in the UK hospitality industry / Geoff Lancaster and Diana Luck -- 15. Determinants and antecedents of relationship marketing orientation: the impact of bank ownership style on the bank's orientation towards relationship marketing / Ahmed Abdelkader, Howard Jackson, and John Cook -- 16. Consumer demand in the Egyptian market of university education: an empirical investigation / Amany I. Shahin -- 17. A cluster analysis of physician's values, prescribing behaviour and attitudes towards firms' marketing communications / Despina Karayanni -- 18. Adoption of electronic payment services by Iranian customers / Abbas Keramati ... [et al.].