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The Customer Care IT Tools as a Competitive Advantage Factor in the Brazilian Retail Industry
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KALAKOTA, Ravi. & ROBINSON, Marcia. E-business: estratégias para alcançar o sucesso no mundo digital. 2 ed.
Porto Alegre: Bookman, 2002.
LOPES, João M. S. & COSTA, Andréa C. R. O uso da tecnologia no fornecimento de experiências em páginas da web:
uma investigação junto a web designers. in ENANPAD – Encontro Nac. da Assoc. de Pós-Graduação em Administração.
Atibaia: ANPAD, 2003.
LORANGE, Peter & VANCIL, Richard F. Strategic planning systems. New Jersey: Prentice-Hall, 1977.
MARA, Janis. Keeping the customer satisfied. in Revista Mediaweek. Brewster: Mediaweek, out/2000, p. 60-62.
MCKENNA, Regis. Real time marketing. in Creating value in the network economy. The Harvard Business Review
book series. Boston: Harvard Business School Press, 1999.
PORTER, Michael E. Competitive advantage. New York: Free Press, 1985.
__________. Da vantagem competitiva à estratégia corporativa. in MONTGOMERY,
Cynthia A. & PORTER, Michael E. Estratégia – a busca da vantagem competitiva. Rio de Janeiro: Editora Campus,
1998. Parte IV, cap.1, p.237-270.
__________. Strategy and the internet. in Harvard Business Review book series. Boston: Harvard Business School Press,
Mar/2001 v. 79. n. 3. p.69-78.
REEDY, J.; SCHULLO, S. & ZIMMERMAN, K. Marketing eletrônico: a integração de recursos eletrônicos ao
processo de marketing. P. Alegre: Bookman, 2001.
REICHHELD, Frederick F. & SCHEFTER, Phil. E-loyalty. in Harvard Business Review. Boston: HBR, jul-ago/2000.
v.78. n. 4. p.105-113.
SEYBOLD, Patricia. Clientes.com. São Paulo: Makron Books, 2000.
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| | Authors: Gaspar, Marcos., Donaire, Denis. and dos Santos, Silvio. |
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15
KALAKOTA, Ravi. & ROBINSON, Marcia. E-business: estratégias para alcançar o sucesso no mundo digital. 2 ed.
Porto Alegre: Bookman, 2002.
LOPES, João M. S. & COSTA, Andréa C. R. O uso da tecnologia no fornecimento de experiências em páginas da web:
uma investigação junto a web designers. in ENANPAD – Encontro Nac. da Assoc. de Pós-Graduação em Administração.
Atibaia: ANPAD, 2003.
LORANGE, Peter & VANCIL, Richard F. Strategic planning systems. New Jersey: Prentice-Hall, 1977.
MARA, Janis. Keeping the customer satisfied. in Revista Mediaweek. Brewster: Mediaweek, out/2000, p. 60-62.
MCKENNA, Regis. Real time marketing. in Creating value in the network economy. The Harvard Business Review
book series. Boston: Harvard Business School Press, 1999.
PORTER, Michael E. Competitive advantage. New York: Free Press, 1985.
__________. Da vantagem competitiva à estratégia corporativa. in MONTGOMERY,
Cynthia A. & PORTER, Michael E. Estratégia – a busca da vantagem competitiva. Rio de Janeiro: Editora Campus,
1998. Parte IV, cap.1, p.237-270.
__________. Strategy and the internet. in Harvard Business Review book series. Boston: Harvard Business School Press,
Mar/2001 v. 79. n. 3. p.69-78.
REEDY, J.; SCHULLO, S. & ZIMMERMAN, K. Marketing eletrônico: a integração de recursos eletrônicos ao
processo de marketing. P. Alegre: Bookman, 2001.
REICHHELD, Frederick F. & SCHEFTER, Phil. E-loyalty. in Harvard Business Review. Boston: HBR, jul-ago/2000.
v.78. n. 4. p.105-113.
SEYBOLD, Patricia. Clientes.com. São Paulo: Makron Books, 2000.
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