A critical incident approach to the examination of customer relationship management in a retail chain: an exploratory study

Amy Wong, Amrik S Sohal

Research output: Contribution to journalArticleResearchpeer-review

42 Citations (Scopus)
Original languageEnglish
Pages (from-to)248 - 262
Number of pages15
JournalQualitative Market Research
Volume6
Issue number4
Publication statusPublished - 2003

Cite this

@article{96eb983f735b4f88b628f972ffb16e1c,
title = "A critical incident approach to the examination of customer relationship management in a retail chain: an exploratory study",
author = "Amy Wong and Sohal, {Amrik S}",
year = "2003",
language = "English",
volume = "6",
pages = "248 -- 262",
journal = "Qualitative Market Research",
issn = "1352-2752",
publisher = "Emerald",
number = "4",

}

A critical incident approach to the examination of customer relationship management in a retail chain: an exploratory study. / Wong, Amy; Sohal, Amrik S.

In: Qualitative Market Research, Vol. 6, No. 4, 2003, p. 248 - 262.

Research output: Contribution to journalArticleResearchpeer-review

TY - JOUR

T1 - A critical incident approach to the examination of customer relationship management in a retail chain: an exploratory study

AU - Wong, Amy

AU - Sohal, Amrik S

PY - 2003

Y1 - 2003

M3 - Article

VL - 6

SP - 248

EP - 262

JO - Qualitative Market Research

JF - Qualitative Market Research

SN - 1352-2752

IS - 4

ER -