Customer knowledge management (CKM): a way to increase customer satisfaction / Rawan Khasawneh, Ameen Alazzam -- Investigating factors affecting adoption of eCRM in the Australian service industry / Chad Lin, Geoffrey Jalleh -- Customer relationship management as an imperative for academic libraries: a conceptual model-121 E-agent framework / Amanda Xu, Sharon Q. Yang -- Customer-centric marketing in the European Union from a legal perspective / Eleni Tzoulia -- Managing and influencing consumer behavior to become a worldwide leader in the apparel industry / Eric Viardot -- Basic model of CKM in terms of marketing performance and some important antecedents and dimensions / Mohammad Fateh Ali Khan Panni -- Market orientation, customer relationship management (CRM) implementation intensity, and CRM performance: a structural model / Bryan Soh Yuen Liew, T. Ramayah, Jasmine A. L. Yeap -- The impact of consumer choice goals on innovativeness / Jose Carlos Korelo, Danielle Mantovani Lucena da Silva, Paulo Henrique Muller Prado -- What motivates people to customize apparel online? / Hira Cho -- Electronic government: challenges for public services consumer behaviour and value creation / António Carrizo Moreira, Ricardo Augusto Zimmermann -- Relationship marketing on public social software platforms in the airport industry: the case of Facebook / Marion Tenge -- Fuzzy social network modeling for influencing consumer behavior / Ronald R. Yager, Rachel L. Yager -- Business and technology trends in social CRM / Anteneh Ayanso -- Offline and online customer satisfaction in B2C markets: towards an overall customer satisfaction framework / Barbara Aquilani, Elsa Serpico, Cecilia Silvestri, Alessandro Ruggieri -- Creating cultural analogues in virtual communities through branding / Robert Pennington -- The role of individual behavior and social influence in customer relation management / Jerzy Surma -- Human-computer interaction in consumer behaviour / Rocco Servidio, Barry Davies, Kevin Hapeshi -- Loving and hating brands: multiple relationships between consumers and brands / Sandra Maria Correia Loureiro -- Brand-led transformation: operationalising the brand in complex service businesses / Pier M. Massa -- Modelling of consumer goods markets: an agent-based computational approach / Stephen E. Glavin, Abhijit Sengupta -- Managing service consumer behavior and relationship dynamics in Asia / Nelson Oly Ndubisi, Siti Haryati Shaikh Ali -- Can Zakat institutions adopt consumer-centric knowledge management successfully to alleviate poverty? / Abu baker Ramadan Mohamed Hussain -- Customer knowledge management (CKM): customers as external knowledge assets in small-to-medium-sized software enterprises (SMEs) / Ciara Heavin, Frederic Adam -- Customers as external sources of knowledge to foster innovation / Laura Zapata Cantú, José Luis Pineda -- Knowledge management as a tool for influencing customers: revisited / Richard Brunet-Thornton, Petra Maresová, Vladimír Bures, Tereza Otcenásková -- Consumer information systems as services: a case study of the IPTV providers / Tuure Tuunanen, Lesley Gardner, Martin Bastek -- Automated technology integrations for customer satisfaction assessment / Chien Shing Ooi, Kah Phooi Seng, Li-Minn Ang.