Altman, I., & Taylor, D. A., xxv, 13, 15, 19, 21–22, 30, 44, 95, 108

awareness stage, 13, 19, 26–27, 40, 44, 47–48, 51, 64, 73, 98, 100, 104, 161

Bagozzi, R., 27, 170

Berry, L., 2, 24, 113, 170

brand relationships, 23–24, 26, 30, 111, 163, 173

Buck, Ross, xix, 24–25, 35, 45, 99, 171

Buddhist economics, 114, 161

Charlotte’s Web, 21, 182

commitment stage, xxvii, 13, 22, 30, 40, 45, 54, 71, 74, 83, 101, 116, 169

complaints, 111, 160

core values, 112, 164

correlations, 157–159

Costco vs. Wal-Mart, 107

create customer moments, 109, 162

customer comments, xxvii, 99, 103, 138

customer relationship development model, xxvii, 90, 95, 99–100, 162

customer relationship management, xxi, 4, 162

customer relationships, xx, xxii–xxiii, 3, 5, 7, 10, 20, 64, 95, 103–104, 111, 118

Deep Economy,, 115, 162, 177

developmental stages, xxiii, 8, 10, 18, 64, 162

Dwyer, Schurr, & Oh, 14, 16, 19, 35, 172

emotional connection, 108, 119, 162

emotions, xxv, 23–24, 94, 163

Enron, 112, 164

exploration stage, xxviii, 19, 28, 47, 67, 163

Fighting for Your Marriage,, 111, 177

Fournier, S., xxii, 5, 18, 30, 173

front-line employees, 103, 164

functional conflict, 3, 19, 105, 110, 117, 164

Gottman, 111, 174

growth stage, 13, 22, 31, 45, 100, 164