results for customer relationship development, 89, 94, 108, 114, 119, 150

Rogers, M., xviii, xxiii, 1, 110, 179

role-play for customer stage, 107

sample, 39, 54, 98, 101, 138

satisfaction, xxiii, 7, 12, 22, 29, 61, 70, 80, 101, 109, 155

Scanzoni, J., 14, 18, 35, 95

Schumacher, E. F., 114–115, 180

Selnes, F., 32, 45, 180

share-of-customer, 2, 166

small group communication, 179

social evolutionary processes, xix, xxiv, 24, 163

social penetration theory, 95

Spiggle, S., xix

strategic planning for stages, 103

structural equation model, 85, 150, 166

success, xxiv, xxviii, 26, 94, 103, 109

summary, xxi, 63, 118

summary of hypothesis tests, 70

summary of proposition findings, 85

survey, 121

sustainability, xxviii, 2, 103–104, 112–113, 167

sustainable competitive advantage, xxii, 8, 167

Tao Te Ching, 107

time in relationship, 64, 66

triple-bottom line, 114

trouble with exploration, 95

trust, xxi, xxiii, xxvii, 5, 9, 19, 31, 35, 45, 69, 80, 90, 167

VanLear, Art, xix, 13, 15, 19, 35, 95, 99, 182

well-being, 4, 103, 113, 118, 167

Wilson, 7, 16, 183

win-win, 2, 115, 164