سرلک، محمدعلی(1390)چهره های نوظهور سازمان در قرن بیست و یکم،جلد اول ،انتشارات مرجع دانش، تهران
Akerlund, H. (2004), Fading customer relationships. Doctoral thesis No. 132, Swedish School of Economics and Business Administration, Helsinki.
Ballantyne, D. (2003), “A relationship-mediated theory of internal marketing”, European Journal
Baughn, C. C., N. L. Bodie and J. C. Mclntoth( 2007)‘Corporate Social and Environmental Responsibility in Asian Countries and other Geographical Regions ’, Corporate Business ethics and Environmental Management 14, 189—205.
Bhattacharya, C.B., & Korschun, D. (2008). Stakeholder marketing: Beyond the four Ps and the customer.Journal of Public Policy & Marketing , 27(1), 113–116.
Carson, D., Gilmore, A. and Walsh, S. (2004), “Balancing transact ion and relationship marketing in retail banking”, Journal of Marketing Management,Vol. 20 No. 3/4, pp. 431-455.
Cengiz, Emrah,(2010), MEASURING CUSTOMER SATISFACTION: MUST OR OT?, Journal of Naval Science and Engineering ,Vol. 6 , No.2, pp. 76-88
Chebat JC, Slusarczyk W. (2005) How emotions mediate the effect of perceived justice on loyalty in service recovery situations: an empirical study. Journal of Business Research 2005;58:664 – 73.
Cragg, W (2002), 'Business ethics and Stakeholder Theory', Business ethics Quarterly 12(2), 113-142
Davidow M. (2003) Have you heard the word? The effect of word of mouth on perceived justice, satisfaction and repurchase intentions following complaint handling. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior;16:67 – 80
evaraj, S., M. Fan, and R. Kohli. (2002). Antecedents of B2C channel satisfaction and reference: validating e-commerce metrics. Information Systems Research, 13(3), 316-333.
Etezady, N. (2008).The Impact of ERP Investments on Organizational Performance, Nova Southeastern University, Florida.
Fabac, Robert; Mance, Ivan.(2011) Customer Relationship Management System in Occupational Safety & Health Companies- Research on Practice and Preliminary Design Solution. Interdisciplinary description of complex systems. 9 , 2; 101-118 . focused orientation in organizational structures”, Journal of Business & Industrial Marketing , Vol. 27, Issue 7, pp. 527 –537.
Garbarino, E. and Johnson, M.S. (1999), “The different roles of satisfaction, trust, and commitment in customer relationships”, Journal of Marketing , Vol. 63, April, pp. 70-87.
Gebauer, Heiko and Christian Kowalkowski (2012), “Customer-focused and service-focused orientation in organizational structures”, Journal of Business & Industrial Marketing, Vol. 27,Issue 7, pp. 527–537.
Goldman, S.L., Nagel, R.N. and Preiss K. (1995). Agile Competitors and Virtual Organizations: Strategies for Enriching the Customer. Van Nostrand Reinhold.
Grönroos, C. (1994) From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing, Management Decision, Vol. 32, No. 2, pp. 4-20
Gwin, Carol F.(2005), “The impact of trust and brand relationship quality on perceived value and loyalty in a consumer goods environment”, pepperdine university, marketing department, Graziadio school of business and management.
Hansen, M., N. Nohria, and T.Tierney (1999). What’s Your Strategy for Managing Knowledge?, Harvard Business Review, March/April
Harris LC (1998) .Cultural domination: The key to market-oriented culture?”. European Journal of Innovation Management , 32(3/4), 354 -373.
Hernaus, T. (2012), "The team-based face of organizations", in: Sarlak, M. A. (ed.), The new faces of organizations in 21st century, Vol. 5, NAISIT Publishers ,Canada.
Hoag, B., & Cooper, C. L. (2006). Managing value-based organizations: it's not what you think. (New horizons in management). Cheltenham: Edward Elgar. ISBN-10: 0132834871 • ISBN-13: 9780132834872.
Hong, H., Kim, Y. (2002). The Critical Success Factors for ERP Implementation: An organizational fit Perspective .Information and Management, 40(1), 25-40.
Huff , Lenard –Kelley , Lane , (2005).Is collectivism a liability ? The impact of culture on organizational trust and customer orientation, a seven –nation study ,Journal of Business Research , Vol. 58 , p. 96-102
Hwang, W. (2011). THE drivers of ERP implementation and its impacts on organizational capabilities and performance and customer values, doctoral dissertation, The University of Toledo, Ohio, United States.
Karimi, J., Somers, T. M., Gupta, Y. P. (2001) Impact of Information Technology Management Practices on Customer Service, Journal of Management Information Systems, 17(4), pp. 125-158
King, S-F., Burgess, T-F. (2008) Understanding Success and Failure in Customer Relationship Management, Industrial Marketing Management, 37(2008), pp. 421-431
Kotler, P.(2003);marketing management; 11 the edition, new jersey:Prentice Hall.pp.52
Kumar, V., Bohling, T.R. and Ladda, R.N. (2003), “Antecedents and consequences of relationship intention: implications for transaction and relationship marketing”, Industrial
Langlinais, T. and deLeon, A. (1999): Winning the e-economy with "Intention Value Networks". The Economist Intelligence Unit Ltd. March-May 1999. Cited: Österle, H., Winter, R. (2000): Business Engineering. In: Österle, H., Winter, R. (Ed.): Business Engineering - Auf dem Weg zum Unternehmen des Informationszeitalters. p. 10. Springer, Berlin et al.
Maignan, I., Hult, T., Ferrell, O.C., & Gonzalez, T. (2009). Stakeholder orientation: Development and testing of an expanded framework for marketing. MSU working paper
Marketing Management , Vol. 32 No. 8, pp. 667-676.
Moody, D. and G. Shanks (2000). Using On-line Medical Knowledge to Support Clinical Decision Making: Towards Evidence-based Practice, Proc. IFIP Working Group 8.3 Conference on Decision Support through Knowledge Management, Stockholm
Murphy, K.E., & Simon, S.J. (2002). Intangible benefits valuation in ERP projects. Information Systems Journal 4(12) .
Nicolaou, AI. (2004). Firm performance effects in relation to the implementation and use of enterprise resource planning systems .Information System journal,18,79–105.
organ, R.M. and Hunt, S. (1999), “Relationship-based competitive advantage: the role of relationship marketing in marketing strategy”, Journal of Business Research , Vol. 46, November, pp. 281-90.
Pe n g , M . W . ( 2008 ) global strategy , second edition , C e n g a g e Le a r n i ng .
Pollard Dennis and et.al (2008) Strategies For Mass Customization, Journal of Business & Economics Research, Volume 6, Number 7, pp.77-86.
Polonsky, M.J. (1996). Stakeholder management and the stakeholder matrix: Potential strategic marketing tools. Journal of Market-Focused Management ,1 (3), 209–229
Reis, Dayr, Leticia Peña, and Thomas Hench (Fall 2000) Linking Customer Satisfaction, Quality and Strategic Planning, The Customer Driven Quality Journal, (formerly the Quality Observer), Vol. 9, No. 2 .
Robbins, Stephen P., Judge,Timothy A. (2012) Organizational Behavior, Prentice Hall,USA.
Sirdeshmukh, D., Singh, J. and Sabol, B. (2002), “Consumer trust, value, and loyalty in relational exchanges”, Journal of Marketing , Vol. 66, January, pp. 15-37.
Sudarshan. D. (1995). ‘Marketing strategy: Relationships, offerings, timing and resource allocation’. Prentice Hall, New Jersey.
Szymanski, D.(2001) Customer satisfaction: a meta -analysis of the empirical evidence .Journal of the Academy of Marketing Science , No 29/1, p. 16-35.
Thompson,L.L. (2011),Making the team: a guide for managers, Prentice Hall, New Jersey.
Urbanskiene, Ruta & Zostautiene, Daiva & Chreptaviciene, Virginia, (2008). The Model of Creation of Customer Relationship Management System, The Economic Conditions of Enterprise Functioning, No. 3, PP. 51
Waz joe, Weise, phil,(2013) nternet Governance: The Role of Multi-stakeholder Organizations, The Silicon Flatirons Roundtable Series on Entrepreneurship, Innovation, and Public Policy.
Winer, R. S. (2001) A Framework for Customer Relationship Management, California Management Review, 43, 4, pp. 89-104 .
Wu, J. (2008) Customer Relationship Management in Practice: A Case Study of Hi-Tech Company from China, International Conference on Service Systems and Service Management, June 30-July 2, 2008, IEEE Computer society, pp. 1-6
Wu, Jyh-Jeng,.(2004) Influence of market orientation and strategy on travel industry performance: an empirical study of e-commerce in Taiwan, Tourism management ,Vol 25, issue 3, Pages 357–365
Yu, J. (2008) Customer Relationship Management in Practice: A Case Study of Hi-Tech from China, IEEE Computer Society
Zaharova, Sanda and Zelmene, Kristine (2004), Knowledge Management in Delivering Customer Oriented Services in Public Sector,in : 5th IFIP International Working Conference, KMGov 2004, Krems, Austria, May 17-19, 2004. Proceedings.
Zhang Xiaodi , Zhang Chi and Jia Yuzhe (2010), Implementation of E-commerce in Market-Oriented Cluster Based on Online Agent: A Case Study of Yiwu, in: IC4E '10 Proceedings of the 2010 International Conference on e-Education, e-Business, e-Management and e-Learning, IEEE Computer Society Washington,D
)