Americans Taking Internet To Heart (2001) Available from: http://news.bbc.co.uk. Last updated 29″ November 2001. Accessed 20/3/2003.
Asher, M (1989) Measuring Customer Satisfaction. The TQM Magazine. Volume 1. Number 2. Emerald.
Auridian (2003) B2B, B2C, C2B, 2BC, 2CB, BBC2, C2C…. Available from: http://www.auridian.com/articles/HTML/B2B-B2C-C2B-2BC-2CB-BBC2-C2C.htm. Accessed: 2/5/2003.
Bames, J. G (2001) Secrets Of Customer Relationship Management: Its all about how you make them feel. McGraw-Hill. New York.
Barbour, T (2002) Insider’s Guide To eMarketing. Right Response Emarketing.
Barry, D (2000) From Appalachia to India: US Small Businesses Are Going Global. Business Credit. Volume 102. Number 8. 6th June.
Bassey, M (1981) Pedagogic research: on the relative merits of search for generalisation and case study of single events. Oxford Review of Education. Volume 7 Number 1.
Bassey, M (1999) Case study research in educational settings. Open University Press. Maidenhead.
Bennett, A (1997) The five V’s – a buyer’s perspective of the marketing mix. Marketing Intelligence and Planning. Anglia Business School.
Berry, L, L. Parasuraman, A (1993) Ten Lessons for Improving Service Quality. Marketing Science Institute. May. Report No. 93-104.
Blaxter, L. Hughes, C. Tight, M (1996) How To Research. Open University Press. Buckingham. Philadelphia.
Bocij, P. Chaffey, D. Greasley, A. Hickie, S (2003) Business Information Systems: Technology, Development And Management In E-Business. 2nd Edition. Prentice-Hall. Harlow.
Booms, B, H. Bitner, M. J (1981) Marketing strategies and organizational structures for service firms. In Donnelly, J, H and George, W, R (Eds) Marketing Of Services. American Marketing Association. Chicago.
Borden, N, H (1964) The concept of the marketing mix. Journal Of Advertising Research. Volume 4. June.
Brainy Quote (2003) Available from: http://inventors.about.com. Accessed 20/7/2003.
Bryant, T (2003) Workshop presentation. Leeds Metropolitan University. 8/5/2003.
Bupa (2002) Leading Roll For Local Star. Available from : http://www.bupa.co.uk/about/html/pr/050702ads.html. Accessed: 20/7/2003.
Cahill, D. J (1997) Target Marketing And Segmenting: valid and useful tools for marketing. Management Decision. MCB University Press.
Campbell, C (2003) Push Pull Marketing. Available from: http://mnreality.com. Accessed: 23/3/2003.
Campbell, L. (1994) Some items I look for in a thesis prospectus. Qualitative Research for the Human Sciences. August
Chaffey, D. Mayer, R. Johnston, K. Ellis-Chadwick, F (2002) Internet Marketing: Strategy Implementation and Practise. 2nd Edition. Financial Times Management.
Chernatony, L. Harris, F. Riley, F (2000) Added value: its nature, roles and sustainability. European Journal Of Marketing. Emerald.
Cohn, T (2003) Tim Cohn’s Marketing Definition, What is Marketing? America’s Small Business Marketing Resource. Advanced Marketing Consultants. 16th March. Page 19 of 25
Coverage (2003) Available from: http://coverage.orange.co.uk/uk/UKCoverageSearch.htm. Last accessed 1/9/2003
Creswell, J (1997) Qualitative enquiry and research design: choosing among five traditions. Sage Publication.
Culliton, J. W (1948) The Management Of Marketing Costs. Division Of Research. Graduate School Of Business Administration. Harvard University. Boston.
Davies, A (2003) Methods Of Production. Available from: http://www3.mistral.co.uk/a.davies/thehenryford.htm. Accessed: 4/8/2003.
Deighton, J (1996) The future of interactive marketing. Harvard Business Review. November/December.
De Ruyter, K Scholl, N (1998) Positioning qualitative market research: reflections from theory and practice. Qualitative Market Research: An International Journal. Volume 1 Number 1.
Determan, M (2003) Some Basic Marketing Theory. Available from: http://www.determan.net/michele/markethome.htm. Accessed: 4/5/2003.
Dibb, S. Simkin, S. Pride, W. Ferrel, O (2003) Marketing, Concepts And Strategies, Implementation And Practise. 2nd Edition. Houghton Mifflin.
Drucker, D (2000) CRM and Business Still A Half Fit. Internetweek. October.
DVC Library (2003) Identifying primary, secondary and tertiary sources. Available from: http://www.dvc.edu/library/libweb/pdf/primary_and_secondary_sources.pdf. Last accessed 1/9/2003.
Eid, R. Trueman, M (2002) The Internet: New International Marketing Issues. Management Research News. Volume 25. Number 12.
Evaluating (2003) Available from: http://www.lib.washington.edu/. Last accessed: 29/8/2003.
Flick, U (1992) Triangulation revisited: strategy of validation or alternative? Journal For The Theory Of Social Behaviour. Volume 22.
Galbraith, J. K (1958) The Affluent Society. Houghton Mifflin Company. Boston
Godin, S (1995) Emarketing. Pedigree.
Godin, S (1999) Permission Marketing. Simon & Schuster. New York.
Gronroos, C (1994) Marketing Mix To Relationship Marketing – towards a paradigm shift in marketing. Management Decision. Vol 32. Number 2.
Gwynne, R (1997) Maslow’s Hierarchy Of Needs. Available from: http://web.utk.edu/~gwynne/maslow.HTM. Last accessed: 29/7/2003.
Hallberg, G (1995) All Consumers Are Not Created Equal; The Differential Marketing Strategy For Brand Loyalty And Profits. John Wiley & Co. Chinchester & New York.
IDC (2002) Japan eMarketing and Community Service. IDC. ISBN.
Internet, Push vs Pull (2003) Available from: http://www.shackmktg.com/tools/articles/intemet.htm. Accessed: 15/3/2003.
Ives, S. McGaw, B (2003) Push vs Pull. Available from: http://www.texas.net/~square1/mark8a.html. Accessed: 3/5/2003.
Smith, A. File, S (1995) Interaction. Management Research News. Volume 22. Number 12.
Jeffcoate, J. Chappell, C. Feinst, S (2000) Attitudes Towards Process Improvement Among SMEs Involved In Ecommerce. Knowledge And Process Management. Volume 7. Number 3.
Johnson-Page, G. F. Thatcher, R. S (2001) B2C data privacy policies: current trends. Management Decision. MCB University Press.
Judd, V. C (1987) Differentiate With The Fifth P: People. Industrial Marketing Management. Volume 16.
Kent, R. A (1986) Faith In The 4 P’s An Alternative. Journal Of Marketing Management. Volume 2. Number 2.
Knowledge Base (2003) Secondary Research. Available from: http://www.leveltendesign.com/kb_terms/secondary_research.html. Accessed: 1/9/2003
Kotler, P (1986) Megamarketing. Harvard Business Review. Volume 64. March/April.
Kotler, P. Armstrong, G (1986) Principles Of Marketing. 2nd Edition. Prentice-Hall.
Law, M. Lau, T. Wong, Y. H (2003) From customer relationship management to customer managed relationship: unravelling the paradox with a co-creative perspective. Marketing Intelligence and Planning. Volume 21. Issue 1. MCB UP Limited.
Le, T. Koh, A (2001) Managerial Perspectives On Electronic Commerce Development In Malaysia. Working Papers
Levitt, T (1960) Marketing Myopia. Harvard Business Review. September/October.
Lewis, M (1999) Definition of interactivity. Available from: http://netsim.kib.ki.se/interactivity.cfm. Accessed: 1/5/2003.
Livraghi, G (2000) B2B B2C C2C C2B. Available from: http://www.gandalf.it/offline/off26-en.htm. Accessed 1/4/2003.
LONGSERVICE (2003) Internet Usage. Available from: http://www.longservice.com/sales/intemetjisage.asp. Accessed: 3/5/2003
Marden, E (1997) The Laws of Choice: Predicting Customer Behaviour. Free Press. New York.
Mariano, G (2002) New web spyware eschews cookies. ZDNet. Techupdate. May.
Marketing (2000) Management Keys. Available from: http://www.iee.org/OnComms/pn/management/market2.pdf. Accessed: 11/5/2003
Maslow3 (2003) maslow3.png. Available from: http://www.deepermind.com/maslow3.png. Accessed: 29/7/2003.
Maslow, A (1970) Motivation and Personality, 2nd Eddition. Harper & Row.
McCarthy E. J (1964) Basic Marketing. Richard D Irwin. Homewood.
McDowell, D (2003) Interview Techniques. Process Guide Six. Triton and Patterns Project.
McDonald, M. Wilson, H (1999) E-Marketing: Improving Market Effectiveness In A Digital World. Prentice Hall. Harlow.
McKim, B. Hughes, A (2002) How to measure CRM success. Database Marketing Institute. Available from: http://www.dbmarketing/articles/art198.htm. Last updated: 9/3/2002. Accessed: 23/3/2003.
Miles, M. Huberman, M (1994) Qualitative data analysis – an expanded sourcebook. 2nd Edition. Sage. Thousand Oaks. CA.
Mindak, W. A. Fine, S (1981) A Fifth P: Public Relations. Marketing Of Services. American Marketing Association.
Mississippi University State Extension Service (2003) Marketing. Available from: http://www.learnthat.com. Accessed: 12/5/2003
Multerud, K (2001) Research. Available from: www.Multerud.com. Accessed: 2/9/2003.
Nair, G. S (1995) Convergent interviewing to refine the research problem of a PhD thesis, in Sogar, D. H. and Webber, I (Eds) Marketing Educators’ and Researchers’ International Conference Proceedings. 2-5 July.
Nickels, W. G. Jolson, M (1976) Packaging: The Fifth P In The Marketing Mix. Advanced Management Journal. Winter.
Norwood, G (2003) Maslow’s Hierarchy Of Needs. Available from: http://www.deepermind.com/20maslow.htm. Last accessed: 29/7/2003.
Packaging (2003) Available from: http://www.spinduplication.com/mainpages/services/packaging.html. Last accessed: 5/9/2003.
Pepper, D. Rodgers, M (1997) One For The Future. Doubleday. New York.
Perakyla, A (1997) “Reliability and validity in research based on tapes and transcripts”, in Silver-man, D. (Ed). Qualitative Research: Theory Method And Practice. Sage, London.
Personal Selling (2003) Available from: http://www.campbell.edu/faculty/martine/cadv/files/TP/TP_12.html. Last accessed 1/9/2003.
Peters, S (1966) Ethics and education. London: George Alien and Unwin.
PLC (2003) Available from: http://www.marketingteacher.com. Accessed 1/5/2003.
Porter, M (1985) Competitive Advantage: Creating and Sustaining Superior Performance. Free Press.
Porter, M. Miller, V. E (1985) How Information Gives You a Competitive Advantage. Harvard Business Review. July-August.
Privacy (2003) Available from: http://www.hydranet.com/privacy .php?frame==l. Accessed 5/5/2003.
Push vs Pull (2003) Available from: http://www.texas.net/~squarel/mark8a.html. Accessed 23/3/2003.
Quelch, J. Klien, L (1996) The Internet And International Marketing. Sloan Management Review. Spring.
Rafiq, M. Ahmed, P (1995) Using The seven P’s As A Generic Marketing Mix: An Exploratory Survey Of UK And European Marketing Academics. Marketing Intelligence And Planning. Volume 13. Number 9.
Rao, S, S. Metts, G (2003) Electronic Commerce Development In Small And Medium Sized Enterprises: A Stage Model And Its Implications. Business Process Management Journal. Volume 9. Number 1.
Rayport, J. Sviokia, J (1994) Managing In The Marketspace. Harvard Business Review. November/December.
Research (2003) Available from: ttp://www.research.vhhsc.ca/i/presentations/QualitativeResearch/tsld008.htm. Accessed: 5/9/2003.
Research Methods (2002) Available from: http://don.ratcliff.net/qual/expql.html. Last updated: 31/3/2002. Accessed 5/5/2003.
Riege, A (2003) Validity and reliability tests in case study research: a literature review with “hands-on” application for each research phase. Qualitative Market Research: An International Journal. Volume 6 Number 2.
Rohner, K (1996) Marketing in the cyber age: the why the what and the how. John Wiley & Sons.
RU Secure (2003) Less than 1 of web users reject cookies. Available from: http://www.rusecure.co.uk/lsl/article4.html. Accessed: 2/5/2003.
Schewe, C. Hiam, A (1998) The Portable MBA in Marketing. 2nd Edition. John Wiley & Sons.
Schnaaars, S. P (1991) Marketing Strategy: a customer driven approach. The Free Press. New York.
Secondary Research (2003) Available from: http://www.leveltendesign.com/kb_terms/secondary_research.html. Last accessed: 23/3/2003.
Sherman, R. Webb, R (1988) In Blaxter, L. Hughes, C. Tight, M (1996) How To Research. Open University Press. Buckingham. Philadelphia.
Shostack, G, L (1977) Breaking Free From Product Marketing. Journal Of Marketing. Volume 14. April.
Shostack, G, L (1979) The Service Marketing Frontier. In Zaltman, G and Bonoma, T (Eds). Review Of Marketing.
Simons, H (1996) The paradox of case study. Cambridge Journal Of Education. Volume 26 Number 2.
Smith, G (1997) Philosophy and social science. Harvard Press.
Smith, P (1998) Great Answers To Tough Marketing Questions. Kogan Page. London.
Smith, P. Chaffey, D (2002) eMarketing excellence – The Heart Of eBusiness. Butterworth-Heinemann
SOMMD (2003) Available from: http://www.quickmba.com/marketing/mix/. Accessed: 6/8/2003.
Stenhouse, L (1980) The study of samples and the study of cases. British Educational Research Journal. Volume 6. Number 1.
Strauss, A. Corbin, J (1998) Basics of qualitative research: techniques and procedures for developing grounded theory. Sage Publications.
Szmigin, I. Foxall, G (2000) Interpretive consumer research: how far have we come. Qualitative Market Research: An International Journal. Volume 3. Number 4. MCB University Press.
Teaching Clinical Psychology (2003) Available from: http://www.rider.edu/~suler/interviews.html#paper. Accessed: 5/5/2003.
The Marketing Mix (2003) Available from: http://www.quickmba.com/marketing/mix/. Accessed: 1/7/2003.
Timmers, P (1999) Electronic Commerce Strategies and Models For B2B Trading. Wiley. New York.
Timmers, P (2000) Going Global In Electronic Commerce. Management en Information. Volume 5. October.
Tripp, D (1985) Case study generalisations: an agenda for action. British Educational Research Journal. Volume 11 Number 1.
Trochim, W (2000) Positivism and post positivism. Research methods knowledge base. Available from: http://trochim.human.cornell.edu/kb/positvsm.htm. Last accessed: 1/9/2003.
University Libraries (2003) Primary, secondary and tertiary. Available from: http://www.lib.umd.edu/UES/primary-sources.html. Last accessed: 6/9/2003.
Vaile, S. Vaile, R (2003) Placing The Customer In The Middle. Available from: http://www.manager.com. Accessed: 3/4/2003.
VanCleave, J (1997) Guide To The Best Science Projects. John Wiley and Son.
Vargas, M (2003) B2C Online Response Time. Available from: http://retailindustry.about.com. Accessed: 1/5/2003.
Walcott, H (2001) Writing up qualitative research. Sage Publication.
Webopedia (2003) Cookie. Available from: http://www.webopedia.com/TERM/c/cookie.html. Accessed: 1/1/2003.
Which Survey (2000) Available from http://www.which.com. Last updated: 2000. Accessed: 10/3/2003.
Wilkie, W. L. Cohen, J. B (1977) An Overview Of Market Segmentation: behavioural concepts and research approaches. Marketing Science Institute. Cambridge. Working Paper 77.
Windham, L (2001) The Soul Of The New Customer: The attitudes, behaviours and preferences of ecustomers. L. Allworth Press. New York.
Write, M (1996) The dubious assumptions of segmentation and targeting. Management Decision. Volume 1. Number 2.
Xu, Y. Yen, D. Lin, B. Chou, D (2002) Adapting Customer Relationship Management Technology. Industrial Management and Data Systems. MCB. UP Limited.
Yin, R, K (1994) Case study research: design and methods. 2nd Edition. London: Sage.
Zeng, Y. E. Wen, H. J. Yen, D. C (2003) Customer relationship management (CRM) in business to business (B2C) e-commerce. Information Management & Computer Security. MCB UP Limited.
Some websites contained control codes thus making the URL too long to include in its entirety, in these instances the link points towards the websites homepage.
Several sources have been used that are the property of the anonymous organisations with regard to applying the framework. In order to respect their privacy and follow research ethics it has not been possible to include these sources within the study.