Samsung Economic Research Institute, 191 Hangangro 2-ga, Youngsan-gu, Seoul 140-722, South Korea c Department of Industrial Engineering, POSTECH, San 31, Hyoja-dong, Namgu, Pohang, Gyeongbuk 790-784, South Korea d Department of Business Administration, Hallym University, 39 Hallymdaehak-gil, chuncheon, Gangwon-do 200-702, South Korea Abstract The more a marketing paradigm evolves, the more long-term relationship with customers gains its importance. CRM, a recent marketing paradigm, pursues…
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