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The Customer Relationship Management Process: Its Measurement and Impact on Performance[J] . Werner Reinartz,Manfred Krafft,Wayne D. Hoyer.Journal of Marketing Research . 2004 (3)
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Self-Esteem Within the Work and Organizational Context: A Review of the Organization-Based Self-Esteem Literature[J] . Jon L. Pierce.Journal of Management . 2004 (5)