1. CRM and retail service quality: front‐line employee perspectives Author O'Reilly, Kelley and Paper, David Published 2012 Full Text View/download PDF
2. Can CRM survive integrating franchisees with a corporate giant? Author O'Reilly, Kelley and Paper, David Published 2011 Full Text View/download PDF
3. The role of vendor in eCRM tool development Author O'Reilly, Kelley and Paper, David Published 2009 Full Text View/download PDF