| Title and Authors | Pages | Paper |
| Customer complaints as a source of customer-focused process improvement: A constructive case study Uusitalo, K., Hakala, H., & Kautonen, T. Keywords: customer orientation, process improvement, customer complaints, complaint management, operations management, constructive method |
1-13 |  |
| Customer protest: Exit, voice or negative word of mouth Solvang, B.K. Keywords: voice, word of mouth, wom, exit, satisfaction, loyalty |
14-28 | |
| Internet-induced marketing techniques: Critical factors in viral marketing campaigns Woerndl, M., Papagiannidis, S., Bourlakis, M., & Li, F. Keywords: viral marketing, marketing campaigns, internet word-of-mouth, social networking |
33-45 | |
| Book Review: Essentials of Marketing Shiu, E., & Cheng, C. Keywords: marketing |
46-48 | |