References

A. Bueren, R. S. (2005) Improving performance of customer-processes with knowledge management. Business Process Management Journal , 573-588.
Alcatel-Lucent Enterprise. (2011)The Importance of social media in the hospitality industry. Hong Kong: Alcatel-Lucent Enterprise.
B Dubois, C. P. (1995)Observations: understanding the world of international luxury brands: the dream formula. Journal of advertising research
Brown, T. (2012)Brand Loyalty: A must have metric. Retrieved 02 26, 2012, from www.powerdecisions.com: http://blog.powerdecisions.com/Marketing-strategy-research-consultants/bid/70903/Brand-Loyalty-a-must-have-marketing-metric
C. Fornell, B. W. (1987)Defensive marketing strategy by customer complaint management: a theoretical analysis. Journal of marketing research .
C.W.L Hart, J. H. (1990)The profitable art of service recovery . Harvard Business review
Chevron, J. (1995)Global branding: Married to the world. Advertising Age
Dana L. Alden, J.-B. E. (1999)Brand Positioning Through Advertising in Asia, North America, and Europe: The Role of Global Consumer Culture. The Journal of Marketing
Edmondson, B. (1994)New keys to customer loyalty. American Demographics
Fred Palumbo, P. H. (2000)The multicultural context of brand loyalty. European Journal of Innovation Management
Friedman, T. L. (2007)The world is flat 3.0 – A breif history of the twenty-first century. New York: Picador.
Gronroos, C. (2002)Service management och marknadsföring. Malmo: Liber Ekonomi
Hubspot. (2010)Hubspot Marketing Charts. Hubspot
Keller, K. L. (2008)Strategic Brand Management. New Jearsy: Pearson Education
L.L Berry, G. S. (1983)Emerging perspective on service marketing. Chicago: Americam Marketing Association
Levitt, T. (1983)Relationship marketing. Retrieved 02 29, 2012, from www.12manage.com: http://www.12manage.com/methods_levitt_relationship_marketing_sv.html
Micromass. (2010, October 16)Is Behavioural Science a Key to Lxury Loyalty? Retrieved October 16, 2010, from www.returnonbehaviormagazine.com: http://www.returnonbehaviormagazine.com/articles-of-interest/is-beha
Peelen, E. (2005)Customer Relationship Management. Edinburgh: Pearson Education Limited
Rosling, H. (2009, 11 25)TED Talks. Retrieved 02 02, 2012, from Hans Rosling – Asia on the rise: http://www.youtube.com/watch?v=fiK5-oAaeUs
Saunders, L. T. (2009)Research methods for business students Fith edition. Prentice Hall
Sigala, M. (2010)eCRM 2.0 applications and trends: The use and perception of Greek Tourism firms of socal networks and intelligence. Computers in Human Behavior
Sigala, M. (2006)e-Customer Relationship Management in the hotel sector: Guests’ perceptions of perceived e-service quality levels. Tourism
Six Senses Resorts and Spas. (2011, July)Company Profile. Retrieved February 02, 2012, from www.sixsenses.com: http://www.sixsenses.com/corporate/document/company_profile.pdf
SocialBakers. (2011)Socialbakers. Retrieved 02 20, 2012, from analytics.socialbakers.com: http://analytics.socialbakers.com/key-features/?ref=email_tips_tricks_20120215
Stowe Shoemaker, R. C. (1999)Customer loyalty: The Future of Hospitality Marketing. International Journal of Hospitality Management
Taylor, H. (2012, 02 16)Klout vs Kred in the social influence game. Retrieved 02 16, 2012, from eEconsultancy: http://econsultancy.com/uk/blog/9032-klout-vs-kred-in-the-social-influence-game
V. Zeithaml, A. P. (2000)A conceptual framework for understanding e-service quality: implications for further research and managerial practice. Marketing Science institute working paper series
Werner Reinartz, V. (2002)The Mismanagement of Customer Loyalty. Harvard Business Review
Volpe, M. (2011)Social Media & Business Marketing. USA
World internet usage statistics. (2011)Retrieved 02 10, 2012, from Internet world stats: http://www.internetworldstats.com/stats.htm
Xu Yurong, Y. D. (2002)Adopting customer relationship management technology
Yin, R. K. (2009)Case Study Research: Design and Methods 4th Edition. Sage Publications
Zineldin, M. (2000)TRM – Total Relationship Management. Lund: Studentlitteratur.