After the sale is over / T. Levitt -- Build customer relationships that last / B. Bund Jackson -- An interaction approach to organizational buying behaviour / N.C.G. Campbell -- Relationship marketing / L.L. Berry -- Relationship retailing : transforming customers into clients / L.L. Berry and L.G. Gresham -- Relationship approach to marketing in service contexts : the marketing and organizational behaviour interface / C. Grönroos -- The service organization : climate is crucial / B. Schneider -- Corporate strategy and corporate culture : the view from the checkout / E. Ogbonna and B. Wilkonson -- Using internal marketing to develop a new culture : the case of Ericsson quality / E. Gummesson -- The empowerment of service workers ; what, why, how and when / D.E. Bowen and E.E. Lawler -- The real meaning of empowerment / J. Pickard -- Enfranchisement of service workers / L.A. Schlesinger and J.L. Heskett -- Planning the service encounter / G.L. Shostack -- A conceptual model of service quality and its implications for future research / A. Parasuraman, V.A. Zeithaml and L.L. Berry -- Segmentation of markets based on customer service / A. Sharma and D.M. Lambert -- Loyalty and the renaissance of marketing / F.A. Reichheld -- Value managed relationships : the key to customer retention and profitability / R.W.T. Buchanan and C.S. Gillies -- Marketing to existing clients / D. Maister -- A marketing approach for customer retention / L.J. Rosenberg and J.A. Czepiel -- The role and status of UK database marketing / K. Fletcher, C. Wheeler and J. Wright -- Designing a customer retention plan / G. DeSouza.