... Advantage through Customer Satisfaction and Customer Retention . Berlin, Heidelberg : Springer Verlag   2000 . 459 pp. , ISBN: 35406 69426   US$78 Relationship marketing Customer satisfaction Competitive advantage This is an excellent book on relationship marketing, organized...

... behaviour Perceptions Product attributes Value Competitive advantage Regardless of which of these routes is emphasized, the effort will fail unless significant customer value is created. Day (1990, p. 142) proposes that the concept of customer value can be expressed in the form...