@incollection{,
	
					
					
					A7266283ABDF2FA385F5094F18189118
				,
	author={{Onwudiwe Uju JovitaPh.D} and {Agwamba Adolphus ChibuzorPh.D} and {Ugwuegbu Charles OnyemachiM.sc} and {Opara Darlington OsonduM.sc} and {Imo State University}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}18135360
}

@incollection{b0,
	
	
		,
	title={{Psychological implications of customer participation on co-production}}
		,
	author={{
			NBendapudi
		} and {
			RPLeone
		}}
		
	
	
		,
	journal={{Industrial Marketing Management}}
		
			42
			67
			
			,
	year={2003}
		
	
	,
	note={Journal of Marketing}

}

@incollection{b1,
	
	
		,
	title={{Customer perceived value: a substitute for satisfaction in business markets}}
		,
	author={{
			Carter
		}}
	
	
		,
	journal={{Journal of Business and Industrial Marketing}}
		
			17
			2/3
			
			,
	year={2008}
		
	

}

@book{b2,
	
	
		,
	title={{Customer Relationship Management: Concepts and Tools}}
		,
	author={{
			FDawes
		}}
		
			,
	year={2009}
			,
	publisher={Elsevier}
			,
	address={Oxford}
		
	

}

@book{b3,
	
	
		,
	title={{Nigeria NCC sanctions mobile operators with N22m fine}}
		,
	author={{
			EmekaAginam
		}}
		
			,
	year={2013}
			,
	publisher={Vanguard Media Limited}
		
	

}

@incollection{b4,
	
	
		,
	title={{Impact of Customer Retention Practices on Firm Performance}}
		,
	author={{
			K;Gengeswari
		} and {
			PPadmashantini
		} and {
			SASharmeela-Banu
		}}
		
		
	
	
		,
	journal={{International Journal of Academic Research in Business and Social Sciences}}
		2222-6990
		
			3
			7
			,
	year={2013. July 2013}
		
	

}

@incollection{b5,
	
	
		,
	title={{Measuring switching costs and the determinants of customer retention in internet-enabled businesses: a study of the online brokerage industry}}
		,
	author={{
			HEdward
		} and {
			Sahadr
		}}
		
	
	
		,
	journal={{Information Systems Research}}
		
			13
			3
			
			,
	year={2011}
		
	

}

@book{b6,
	
	
		,
	title={{service operations management}}
		,
	author={{
			RJohnston
		} and {
			GClark
		}}
		
		
			,
	year={2001}
			,
	publisher={Prentice Hall}
			,
	address={London}
		
	

}

@book{b7,
	
	
		,
	title={{Developing a Customer Strategy}}
		,
	author={{
			JenniferKirkby
		}}
		
			,
	year={2016}
		
	

}

@book{b8,
	
	
		,
	title={{Power laws, Pareto Distributions, and Zipf's law" (PDF)}}
		,
	author={{
			MejNewman
		}}
		
			,
	year={2011. 10 April}
			11
		
	

}

@book{b9,
	
	
		,
	title={{Recognizing Relationship Marketing Dimensions and Effects on Customer Satisfaction, Loyalty and Word of Mouth Advertisement}}
		,
	author={{
			JafarMohammad
		} and {
			AbbasTarokh
		} and {
			Sheykhan
		}}
		
		
		
			,
	year={2015}
			3
			
		
	
	,
	note={MAGNT Research Report}

}

@book{b10,
	
	
		,
	title={{Blue Ocean Strategy: How to Create Uncontested Market Space and Make the Competition Irrelevant}}
		,
	author={{
			CWKim
		} and {
			RMauborgne
		}}
		
		
			,
	year={2005}
			,
	publisher={Harvard Business School Press}
			,
	address={Boston, MA}
		
	

}

@book{b11,
	
	
		,
	title={{The 80/20 Principle: the Secret of Achieving More with Less}}
		,
	author={{
			RichardKoch
		}}
		
			,
	year={2000}
			,
	address={New York; Doubleday}
		
	

}

@book{b12,
	
	
		,
	title={{Managing Customer as Investments: Strategic Value of Customers in Long run}}
		,
	author={{
			SunilGupta
		} and {
			& DonaldLehman
		}}
		
		
			,
	year={2009}
		
	

}

@book{b13,
	
	
		,
	title={{The importance of customer satisfaction in relation to customer loyalty and retention}}
		,
	author={{
			HStatuss
		}}
		
			,
	year={2001}
			,
	address={Malaysia}
		
		
			Asia Pacific University College of Technology and Innovation
		
	
	,
	note={UCTI Working Paper}

}

@book{b14,
	
	
		,
	title={{Building Great Customer experiences}}
		,
	author={{
			CShaw
		} and {
			JIvens
		}}
		
		
			,
	year={2002}
			,
	publisher={Palgrave}
			,
	address={London}
		
	

}