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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.