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Kitchen, P. J., Shergill, G. and Eagle, L. (2001) Implications of globalisation on customer relationship management. In: Sheth, J., Parvatiyar, A. and Shainesh, G., eds. (2001) Customer Relationship Management: Emerging Concepts, Tools and Applications. New Delhi, India: McGraw Hill. ISBN 9780070435049 Available from: http://eprints.uwe.ac.uk/14299
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