@incollection{,
	
					
					
					7B0E10D79B93618B1344981062C3FF39
				,
	author={{Dr.S.Sivesan} and {University of Jaffna â??" Sri Lanka}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1861318
}

@incollection{b0,
	
	
		,
	title={{An empirical investigation of annual reporting trends of intellectual capital in Sri Lanka}}
		,
	author={{
			IAbeysekera
		} and {
			JGuthrie
		}}
		
	
	
		,
	journal={{Critical Perspectives on accounting}}
		
			16
			3
			
			,
	year={2005}
		
	

}

@book{b1,
	
	
		,
	title={{Relationship marketing in emerging perspectives of service marketing}}
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	author={{
			LLBerry
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			,
	year={1983}
		
	

}

@incollection{b2,
	
	
		,
	title={{Relationship marketing of services-growing interest, emerging perspectives}}
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	author={{
			LLBerry
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		,
	journal={{Journal of the Academy of marketing Science}}
		
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}

@book{b3,
	
	
		,
	title={{Customer relationship management: A strategic imperative in the world of e-business}}
		,
	author={{
			SABrown
		} and {
			PWCoopers
		}}
		
		
			,
	year={1999}
			,
	publisher={John Wiley & Sons, Inc}
		
	

}

@incollection{b4,
	
	
		,
	title={{) an academic literature review and classification. Marketing intelligence & planning}}
		,
	author={{
			KDas
		}}
	
	
		,
	booktitle={{Relationship marketing research}}
				
			,
	year={2009. 1994-2006}
			27
			
		
	

}

@incollection{b5,
	
	
		,
	title={{From marketing mix to relationship marketing: towards a paradigm shift in marketing}}
		,
	author={{
			CGrönroos
		}}
	
	
		,
	journal={{Management decision}}
		
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	year={1994}
		
	

}

@book{b6,
	
	
		,
	title={{}}
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	author={{
			AHair
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			,
	year={2003. 2003}
			,
	address={Tatham, and Black}
		
	

}

@book{b7,
	
	
		,
	title={{Multivariate data analysis}}
		
			
		
	

}

@incollection{b8,
	
	
		,
	title={{Redefining market orientation from a relationship perspective: Theoretical considerations and empirical results}}
		,
	author={{
			GHelfert
		} and {
			TRitter
		} and {
			AWalter
		}}
		
		
	
	
		,
	journal={{European journal of marketing}}
		
			36
			9
			
			,
	year={2002}
		
	

}

@book{b9,
	
	
		,
	title={{Customer Relationship Marketing. Controlling}}
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	author={{
			AHermanns
		} and {
			MThurm
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			,
	year={2000}
			12
			
		
	

}

@incollection{b10,
	
	
		,
	title={{An exploration of the moderating role of buyer corporate culture in industrial buyer -seller relationships}}
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	author={{
			KHewett
		} and {
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			SSharma
		}}
		
		
	
	
		,
	journal={{Journal of the Academy of marketing Science}}
		
			30
			3
			
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	year={2002}
		
	

}

@incollection{b11,
	
	
		,
	title={{Examining the impact of destructive acts in marketing channel relationships}}
		,
	author={{
			JDHibbard
		} and {
			NKumar
		} and {
			LWStern
		}}
		
		
	
	
		,
	journal={{Journal of marketing research}}
		
			38
			1
			
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	year={2001}
		
	

}

@book{b12,
	
	
		,
	title={{Winning and keeping industrial customers: The dynamics of customer relationships}}
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	author={{
			BBJackson
		} and {
			BBund
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			,
	year={1985}
			,
	publisher={Free Press}
		
	

}

@incollection{b13,
	
	
		,
	title={{A theoretical model to predict customer satisfaction in relation to service quality in selected university libraries in Sri Lanka}}
		,
	author={{
			CJayasundara
		} and {
			PNgulube
		} and {
			MKMinishi-Majanja
		}}
		
		
	
	
		,
	journal={{South African Journal of Libraries and Information Science}}
		
			75
			2
			
			,
	year={2009}
		
	

}

@incollection{b14,
	
	
		,
	title={{Sense of place as an attitude: Lakeshore owners attitudes toward their properties}}
		,
	author={{
			BSJorgensen
		} and {
			RCStedman
		}}
		
	
	
		,
	journal={{Journal of environmental psychology}}
		
			21
			3
			
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	year={2001}
		
	

}

@incollection{b15,
	
	
		,
	title={{An index of factorial simplicity}}
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	author={{
			HFKaiser
		}}
	
	
		,
	journal={{Psychometrika}}
		
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			1
			
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	year={1974}
		
	

}

@incollection{b16,
	
	
		,
	title={{The effects of supplier fairness on vulnerable resellers}}
		,
	author={{
			NKumar
		} and {
			LKScheer
		} and {
			J.-BESteenkamp
		}}
		
		
	
	
		,
	journal={{Journal of marketing research}}
		
			
			,
	year={1995}
		
	

}

@incollection{b17,
	
	
		,
	title={{The RELQUAL scale: A measure of relationship quality in export market ventures}}
		,
	author={{
			CLages
		} and {
			CRLages
		} and {
			LFLages
		}}
		
		
	
	
		,
	journal={{Journal of Business Research}}
		
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			8
			
			,
	year={2005}
		
	

}

@book{b18,
	
	
		,
	title={{The commitment-trust theory of relationship marketing. The journal of marketing}}
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	author={{
			RMMorgan
		} and {
			SDHunt
		}}
		
		
			,
	year={1994}
			
		
	

}

@incollection{b19,
	
	
		,
	title={{Relationship marketing and distribution channels: Exploring fundamental issues}}
		,
	author={{
			JRNevin
		}}
	
	
		,
	journal={{Journal of the Academy of marketing Science}}
		
			23
			4
			
			,
	year={1995}
		
	

}

@book{b20,
	
	
		,
	title={{Relationship marketing and customer loyalty}}
		,
	author={{
			NOly Ndubisi
		}}
		
			,
	year={2007}
			25
			
		
	
	,
	note={Marketing intelligence & planning}

}

@book{b21,
	
	
		,
	author={{
			JPallant
		}}
		,
	title={{SPSS survival guide. Crow's Nest}}
				NSW
		
			,
	publisher={Allen & Unwin}
			,
	year={2005}
		
	

}

@incollection{b22,
	
	
		,
	title={{Cross-functional issues in the implementation of relationship marketing through customer relationship management}}
		,
	author={{
			LRyals
		} and {
			SKnox
		}}
		
	
	
		,
	journal={{European management journal}}
		
			19
			5
			
			,
	year={2001}
		
	

}

@incollection{b23,
	
	
		,
	title={{Customer relationship management in financial services: Towards information-enabled relationship marketing}}
		,
	author={{
			LRyals
		} and {
			APayne
		}}
		
	
	
		,
	journal={{Journal of strategic marketing}}
		
			9
			1
			
			,
	year={2001}
		
	

}

@book{b24,
	
	
		,
	title={{Customer relationship marketing. Building Customer Relationships for Enduring Profits in a Wired Economy}}
		,
	author={{
			JGSanchez
		}}
		
			,
	year={2002}
			,
	address={Dallas}
		
	

}

@incollection{b25,
	
	
		,
	title={{Relationship marketing orientation: Scale development and cross-cultural validation}}
		,
	author={{
			LYSin
		} and {
			CAlan
		} and {
			OHYau
		} and {
			RPChow
		} and {
			JSLee
		} and {
			LBLau
		}}
		
		
		
		
		
	
	
		,
	journal={{Journal of Business Research}}
		
			58
			2
			
			,
	year={2005}
		
	

}

@book{b26,
	
	
		,
	title={{Aftermarketing: How to keep customers for life through relationship marketing}}
		,
	author={{
			TGVavra
		}}
		
			,
	year={1992}
			,
	publisher={Irwin Professional Pub}
		
	

}

@incollection{b27,
	
	
		,
	title={{Customer relationship marketing and customer satisfaction: A study on mobile service providing companies in Sri Lanka}}
		,
	author={{
			TVelnampy
		} and {
			P& S Sivesan
		}}
		
	
	
		,
	journal={{Global journal of management and business research}}
		
			18
			12
			,
	year={2012}
		
	

}

@incollection{b28,
	
	
		,
	title={{Understanding the effect of customer relationship management efforts on customer retention and customer share development}}
		,
	author={{
			PCVerhoef
		}}
	
	
		,
	journal={{Journal of marketing}}
		
			67
			4
			
			,
	year={2003}
		
	

}

@incollection{b29,
	
	
		,
	title={{Is relationship marketing for everyone?}}
		,
	author={{
			OHYau
		} and {
			PRMcfetridge
		} and {
			RPChow
		} and {
			JSLee
		} and {
			LYSin
		} and {
			ACTse
		}}
		
		
		
		
		
	
	
		,
	journal={{European journal of marketing}}
		
			34
			9
			
			,
	year={2000}
		
	

}