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115. Klaus, Philipp (2012), “EXQ: A multiple-item Scale for assessing service experience,” Journal of Service Management, 23 (1), 5-33.

116. Knox, Hannah, Damian O'Doherty, Theo Vurdubakis, and Chris Westrup (2010), "The devil and customer relationship management: informational capitalism and the performativity of the sign," Journal of Cultural Economy, 3 (3), 339-59.

117. Ko, Eunju, Sook Hyun Kim, Myungsoo Kim, and Ji Young Woo (2008), “Organizational characteristics and the CRM adoption process”, Journal of Business Research, 61 (1), 65-74.

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123. Kumar, V. (2010), “A customer Lifetime Value-based approach to Marketing in the Multichannel, Multimedia Retailing Environment,” Journal of Interactive Marketing, 24 (2), 71-85.

124. Kumar, V. (2011), “Looking Through the Marketing Lens: My Journey so Far…”, Review of Marketing Research, 8, 121-157.

125. Kumar, V., and D. Shah (2004), “Building and sustaining profitable customer loyalty for the 21st century”, Journal of Retailing, 80 (4), 317-330.

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129. Kumar, V., Girish Ramani, and Tim Bohling (2004), “Customer Lifetime Value Approaches and Best Practice Applications,” Journal of Interactive Marketing, 18 (3), 60-72.

130. Kumar, V., Ilaria Dalla Pozza, J. Andrew Petersen, and Denish Shah (2009), “Reversing the Logic: The Path to Profitability through Relationship Marketing“, Journal of Interactive Marketing, 23 (2), 147-156.

131. Kumar, V., Morris George, and Joseph Pancras (2008), "Cross-buying in retailing: drivers and consequences," Journal of Retailing, 84 (1), 15-27.

132. Kumar, V., Tim Bohling, and R.N. Ladda (2003), “Antecedents and consequences of relationship intention: Implications for transaction and relationship marketing” Industrial Marketing Management, 32 (8), 667-676.

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