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Find more at www.downloadslide.com.MARKETING.MANAGEMENTThird EditionMARKETING.MANAGEMENT.A RELATIONSHIP APPROACH.Svend Hollensen.Pearson Education Limited.Edinburgh Gate.Harlow CM20 2JE.United Kingdom.Tel: +44 (0)1279 623623.Web: www.pearson.com/uk.First published 2003 (print).Second edition published 2010 (print).Third edition published 2015 (print and electronic).© Pearson Education Limited 2003, 2010 (print).© Pearson Education Limited 2015 (print and electronic).The right of Svend Hollensen to be identified as author of this work has been asserted by him in accordance.with the Copyright, Designs and Patents Act 1988The print publication is protected by copyright. Prior to any prohibited reproduction, storage in a retrieval.system, distribution or transmission in any form or by any means, electronic, mechanical, recording or.otherwise, permission should be obtained from the publisher or, where applicable, a licence permitting.restricted copying in the United Kingdom should be obtained from the Copyright Licensing Agency Ltd,.Saffron House, 6–10 Kirby Street, London EC1N 8TSThe ePublication is protected by copyright and must not be copied, reproduced, transferred, distributed,.leased, licensed or publicly performed or used in any way except as specifically permitted in writing by the.publishers, as allowed under the terms and conditions under which it was purchased, or as strictly permitted.by applicable copyright law. Any unauthorised distribution or use of this text may be a direct infringement of.the author’s and the publishers’ rights and those responsible may be liable in law accordinglyAll trademarks used herein are the property of their respective owners. The use of any trademark in this text.does not vest in the author or publisher any trademark ownership rights in such trademarks, nor does the use of.such trademarks imply any affiliation with or endorsement of this book by such ownersThe screenshots in this book are reprinted by permission of Microsoft CorporationPearson Education is not responsible for the content of third-party Internet sitesISBN: 978-0-273-77885-1 (print). 978-0-273-77888-2 (PDF). 978-0-273-79485-1 (eText).British Library Cataloguing-in-Publication Data.A catalogue record for the print edition is available from the British Library.Library of Congress Cataloging-in-Publication Data.Hollensen, SvendMarketing management : a relationship approach / Svend Hollensen. – Third editionpages cm.ISBN 978-0-273-77885-1.1. Relationship marketing. 2. Marketing–Management. 3. Relationship marketing–Case studies. I. TitleHF5415.55.H65 2015.658.8–dc23.2014020019.10 9 8 7 6 5 4 3 2 1.16 15 14 13 12.Front cover image: © Getty Images.Print edition typeset in 10pt Minion Pro by 73.Print edition printed and bound in MalaysiaNOTE THAT ANY PAGE CROSS REFERENCES REFER TO THE PRINT EDITION.
