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Electronic Customer Care - Neue Wege zum Kunden., and . Wirtschaftsinf., 40 (2): 105-113 (1998)Electronic customer care: die Anbieter-Kunden-Beziehung im Informationszeitalter.. University of St. Gallen, Switzerland, (1998)Electronic Customer Care. Springer, Berlin u.a., 3., überarb. Aufl. edition, (2001)Electronic customer care. Springer, Berlin u.a., 2., überarb. Aufl edition, (2000)Customer Relationship Management. Springer, Berlin u.a., (2002)Radikale Kundenzentrierung im Informationszeitalter: Wie moderne Informationstechniken die Gesetze der Anbieter-Kunden-Beziehung verändern und wie Manager darauf reagieren müssen., and . HMD Prax. Wirtsch., (2000)Electronic customer care (ECC), , and . Thexis-Fachbericht für Marketing Thexis-Verl., St. Gallen, (1997)