-
1
-
-
0000847703
-
Life status changes and changes in consumer preferences and satisfaction
-
Andreasen, A. R. (1984). Life status changes and changes in consumer preferences and satisfaction. Journal of Consumer Research, 11, 784-794.
-
(1984)
Journal of Consumer Research
, vol.11
, pp. 784-794
-
-
Andreasen, A.R.1
-
2
-
-
0001944139
-
Customers' motivations for maintaining relationships with service providers
-
Bendapudi, N., & Berry, L. L. (1997). Customers' motivations for maintaining relationships with service providers. Journal of Retailing, 73, 15-37.
-
(1997)
Journal of Retailing
, vol.73
, pp. 15-37
-
-
Bendapudi, N.1
Berry, L.L.2
-
3
-
-
0023973805
-
The role of attachment in the postdivorce experience
-
Berman, W. H. (1968). The role of attachment in the postdivorce experience. Journal of Personality and Social Psychology, 54, 496-503.
-
(1968)
Journal of Personality and Social Psychology
, vol.54
, pp. 496-503
-
-
Berman, W.H.1
-
4
-
-
21844492054
-
Critical service encounters: The employee's viewpoint
-
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee's viewpoint. Journal of Marketing, 58, 95-106.
-
(1994)
Journal of Marketing
, vol.58
, pp. 95-106
-
-
Bitner, M.J.1
Booms, B.H.2
Mohr, L.A.3
-
5
-
-
0001965293
-
The service encounter: Diagnosing favorable and unfavorable incidents
-
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54, 71-84.
-
(1990)
Journal of Marketing
, vol.54
, pp. 71-84
-
-
Bitner, M.J.1
Booms, B.H.2
Tetreault, M.S.3
-
6
-
-
84952592655
-
The six stations of divorce
-
M. E. Lasswell & T. E. Lasswell (Eds.), Glenview, IL: Scott, Foresman
-
Bohannon, P. (1970). The six stations of divorce. In M. E. Lasswell & T. E. Lasswell (Eds.), Love, marriage and family: A developmental approach (pp. 475-488). Glenview, IL: Scott, Foresman.
-
(1970)
Love, Marriage and Family: A Developmental Approach
, pp. 475-488
-
-
Bohannon, P.1
-
7
-
-
0032220721
-
A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction
-
Bolton, R. N. (1998). A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction. Marketing Science, 17, 45-65.
-
(1998)
Marketing Science
, vol.17
, pp. 45-65
-
-
Bolton, R.N.1
-
8
-
-
21144481030
-
Feminist thought: Implications for consumer research
-
Bristor, J. M., & Fischer, E. (1993). Feminist thought: Implications for consumer research. Journal of Consumer Research, 19, 518-536.
-
(1993)
Journal of Consumer Research
, vol.19
, pp. 518-536
-
-
Bristor, J.M.1
Fischer, E.2
-
11
-
-
0002381637
-
Measuring service quality: A reexamination and extension
-
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56, 55-68.
-
(1992)
Journal of Marketing
, vol.56
, pp. 55-68
-
-
Cronin, J.J.1
Taylor, S.A.2
-
12
-
-
0003056896
-
Relationship quality in services selling: An interpersonal influence perspective
-
Crosby, L. A., Evans, K. R., & Cowles, R. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 52, 21-34.
-
(1990)
Journal of Marketing
, vol.52
, pp. 21-34
-
-
Crosby, L.A.1
Evans, K.R.2
Cowles, R.3
-
13
-
-
0001998474
-
A consumer complaint framework with resulting strategies
-
Dolinsky, A. L. (1994). A consumer complaint framework with resulting strategies. Journal of Services Marketing, 8, 27-39.
-
(1994)
Journal of Services Marketing
, vol.8
, pp. 27-39
-
-
Dolinsky, A.L.1
-
14
-
-
0002535765
-
Deciding to divorce: A process guided by social exchange, attachment and cognitive dissonance theories
-
Donovan, R. L., & Jackson, B. L. (1990). Deciding to divorce: A process guided by social exchange, attachment and cognitive dissonance theories. Journal of Divorce, 13, 23-35.
-
(1990)
Journal of Divorce
, vol.13
, pp. 23-35
-
-
Donovan, R.L.1
Jackson, B.L.2
-
15
-
-
0002868573
-
A typography of relationship disengagement and dissolution
-
S. Duck & R. Gilmour (Eds.), New York: Academic Press
-
Duck, S. W. (1982). A typography of relationship disengagement and dissolution. In S. Duck & R. Gilmour (Eds.), Personal relationships 4: Dissolving personal relationships (pp. 1-31). New York: Academic Press.
-
(1982)
Personal Relationships 4: Dissolving Personal Relationships
, pp. 1-31
-
-
Duck, S.W.1
-
17
-
-
0001932429
-
Developing buyer - seller relationships
-
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer - seller relationships. Journal of Marketing, 51, 11-27.
-
(1987)
Journal of Marketing
, vol.51
, pp. 11-27
-
-
Dwyer, F.R.1
Schurr, P.H.2
Oh, S.3
-
18
-
-
0003551671
-
-
Reading, MA: Addison-Wesley
-
Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention and behavior: An introduction to theory and research. Reading, MA: Addison-Wesley.
-
(1975)
Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research
-
-
Fishbein, M.1
Ajzen, I.2
-
19
-
-
0002167396
-
Interviewing: The art of science
-
N. K. Denzin & Y. S. Lincoln (Eds.), Thousand Oaks, CA: Sage
-
Fontana, A., & Frey, J. H. (1998). Interviewing: The art of science. In N. K. Denzin & Y. S. Lincoln (Eds.), Collecting and interpreting qualitative materials (pp. 47-78). Thousand Oaks, CA: Sage.
-
(1998)
Collecting and Interpreting Qualitative Materials
, pp. 47-78
-
-
Fontana, A.1
Frey, J.H.2
-
20
-
-
0000815573
-
Trigger events: Exploring the relationships between critical events and consumers' evaluations, standards, emotions, values and behavior
-
Gardial, S. F., Flint, D. J., & Woodruff, R. B. (1996). Trigger events: Exploring the relationships between critical events and consumers' evaluations, standards, emotions, values and behavior. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 9, 35-51.
-
(1996)
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior
, vol.9
, pp. 35-51
-
-
Gardial, S.F.1
Flint, D.J.2
Woodruff, R.B.3
-
21
-
-
0002590856
-
Postcomplaint processes: From organizations response to repurchase behavior
-
Gilly, M. C. (1987). Postcomplaint processes: From organizations response to repurchase behavior. Journal of Consumer Affairs, 21, 337-311.
-
(1987)
Journal of Consumer Affairs
, vol.21
, pp. 337-1311
-
-
Gilly, M.C.1
-
22
-
-
0000898076
-
Post-purchase consumer processes and the complaining consumer
-
Gilly, M. C., & Gelb, B. (1982). Post-purchase consumer processes and the complaining consumer. Journal of Consumer Research, 9, 323-328.
-
(1982)
Journal of Consumer Research
, vol.9
, pp. 323-328
-
-
Gilly, M.C.1
Gelb, B.2
-
23
-
-
0002143309
-
Theoretical justification for the use of descriptions in psychological research
-
P. D. Ashworth, A. Giorgi, & A. de Koning (Eds.), Pittsburgh: Duquesne University Press
-
Giorgi, A. (1986). Theoretical justification for the use of descriptions in psychological research. In P. D. Ashworth, A. Giorgi, & A. de Koning (Eds.), Qualitative research in psychology (pp. 3-22). Pittsburgh: Duquesne University Press.
-
(1986)
Qualitative Research in Psychology
, pp. 3-22
-
-
Giorgi, A.1
-
24
-
-
0002350969
-
The effects of satisfaction and complaining behavior on consumer repurchase intentions
-
Halstead, D., & Page, T. J., Jr. (1992). The effects of satisfaction and complaining behavior on consumer repurchase intentions. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5, 1-11.
-
(1992)
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior
, vol.5
, pp. 1-11
-
-
Halstead, D.1
Page T.J., Jr.2
-
25
-
-
0002508836
-
The role of dependence balancing in safe-guarding transaction-specific assets in conventional channels
-
Heide, J. B., & John, G. (1988). The role of dependence balancing in safe-guarding transaction-specific assets in conventional channels. Journal of Marketing, 52, 20-35.
-
(1988)
Journal of Marketing
, vol.52
, pp. 20-35
-
-
Heide, J.B.1
John, G.2
-
26
-
-
85037795215
-
Leaving it all behind: Service loyalties in transition
-
L. McAlister & M. Rothschild (Eds.), Provo, UT: Association for Consumer Research
-
Higie, R. A., Price, L. L., & Fitzmaurice, J. (1993). Leaving it all behind: Service loyalties in transition. In L. McAlister & M. Rothschild (Eds.), Advances in consumer research (Vol. 20, pp. 656-661). Provo, UT: Association for Consumer Research.
-
(1993)
Advances in Consumer Research
, vol.20
, pp. 656-661
-
-
Higie, R.A.1
Price, L.L.2
Fitzmaurice, J.3
-
27
-
-
0002659912
-
Describing relationships
-
A. E. Auhagen & M. von Salisch (Eds.)
-
Hinde, R. A. (1996). Describing relationships. In A. E. Auhagen & M. von Salisch (Eds.), The diversity of human relationships (pp. 7-35). New York: Cambridge University Press.
-
(1996)
The Diversity of Human Relationships
, pp. 7-35
-
-
Hinde, R.A.1
-
28
-
-
0002603240
-
Divorce: An evolutionary process of change in the family system
-
Kaslow, F. W. (1984). Divorce: An evolutionary process of change in the family system. Journal of Divorce, 7, 21-39.
-
(1984)
Journal of Divorce
, vol.7
, pp. 21-39
-
-
Kaslow, F.W.1
-
29
-
-
85107910598
-
Customer switching behavior in service industries: An exploratory study
-
Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59, 71-82.
-
(1995)
Journal of Marketing
, vol.59
, pp. 71-82
-
-
Keaveney, S.M.1
-
30
-
-
0002425608
-
Personal relationships: Their nature and significance
-
R. Gilmour & S. Duck (Eds.), Hillsdale, NJ: Erlbaum
-
Kelly, H. H. (1986). Personal relationships: Their nature and significance. In R. Gilmour & S. Duck (Eds.), The emerging field of personal relationships (pp. 3-19). Hillsdale, NJ: Erlbaum.
-
(1986)
The Emerging Field of Personal Relationships
, pp. 3-19
-
-
Kelly, H.H.1
-
31
-
-
0001387009
-
Development and change
-
H. H. Kelly, E. Berscheid, A. Christensen, J. H. Harvey, T. L. Huston, G. Levinger, E. McClintock, L. A. Peplau, & D. R. Peterson (Eds.), New York: W. H. Freeman
-
Levinger, G. (1983). Development and change. In H. H. Kelly, E. Berscheid, A. Christensen, J. H. Harvey, T. L. Huston, G. Levinger, E. McClintock, L. A. Peplau, & D. R. Peterson (Eds.), Close relationships (pp. 315-359). New York: W. H. Freeman.
-
(1983)
Close Relationships
, pp. 315-359
-
-
Levinger, G.1
-
32
-
-
0002094696
-
Figure versus ground: Micro-and macroperspectives on the social psychology of personal relationships
-
R. Erber & R. Gilmour (Eds.), Hillsdale, NJ: Lawrence Erlbaum Associates
-
Levinger, G. (1994). Figure versus ground: Micro-and macroperspectives on the social psychology of personal relationships. In R. Erber & R. Gilmour (Eds.), Theoretical frameworks for personal relationships (pp. 1-28). Hillsdale, NJ: Lawrence Erlbaum Associates.
-
(1994)
Theoretical Frameworks for Personal Relationships
, pp. 1-28
-
-
Levinger, G.1
-
33
-
-
84911359492
-
The nature of customer relationships in services
-
T. A. Swartz, D. E. Bowen, & S. W. Brown (Eds.), Greenwich, CT: JAI Press
-
Liljander, V., & Strandvik, T. (1995). The nature of customer relationships in services. In T. A. Swartz, D. E. Bowen, & S. W. Brown (Eds.), Advances in services marketing and management (Vol. 4, pp. 141-167). Greenwich, CT: JAI Press.
-
(1995)
Advances in Services Marketing and Management
, vol.4
, pp. 141-167
-
-
Liljander, V.1
Strandvik, T.2
-
35
-
-
0001836610
-
Classifying services to gain strategic marketing insights
-
Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. Journal of Marketing, 48, 9-20.
-
(1983)
Journal of Marketing
, vol.48
, pp. 9-20
-
-
Lovelock, C.H.1
-
37
-
-
21144476759
-
A meaning based model of advertising experiences
-
Mick, D. G., & Buhl, C. (1992). A meaning based model of advertising experiences. Journal of Consumer Research, 19, 317-338.
-
(1992)
Journal of Consumer Research
, vol.19
, pp. 317-338
-
-
Mick, D.G.1
Buhl, C.2
-
39
-
-
21344475322
-
The commitment-trust theory of relationship marketing
-
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20-38.
-
(1994)
Journal of Marketing
, vol.58
, pp. 20-38
-
-
Morgan, R.M.1
Hunt, S.D.2
-
41
-
-
0000267384
-
Physical aggression in marriage
-
F. D. Fincham & T. N. Bradbury (Eds.), New York: Guilford Press
-
O'Leary, K. D., & Vivian, D. (1990). Physical aggression in marriage. In F. D. Fincham & T. N. Bradbury (Eds.), The psychology of marriage (pp. 323-348). New York: Guilford Press.
-
(1990)
The Psychology of Marriage
, pp. 323-348
-
-
O'Leary, K.D.1
Vivian, D.2
-
42
-
-
0001312089
-
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality
-
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40.
-
(1988)
Journal of Retailing
, vol.64
, pp. 12-40
-
-
Parasuraman, A.1
Zeithaml, V.A.2
Berry, L.L.3
-
43
-
-
0002514613
-
Dissing customers
-
June 23
-
Pedersen, D. (1997, June 23). Dissing customers. Newsweek, 56-57.
-
(1997)
Newsweek
, pp. 56-57
-
-
Pedersen, D.1
-
44
-
-
58149363115
-
Dissolution of a relationship: The salesforce perception
-
Perrien, J., Paradis, S., & Banting, P. M. (1995). Dissolution of a relationship: The salesforce perception. Industrial Marketing Management, 24, 317-327.
-
(1995)
Industrial Marketing Management
, vol.24
, pp. 317-327
-
-
Perrien, J.1
Paradis, S.2
Banting, P.M.3
-
45
-
-
43949166534
-
The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect
-
Ping, R. A. (1993). The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect. Journal of Retailing, 69, 320-352.
-
(1993)
Journal of Retailing
, vol.69
, pp. 320-352
-
-
Ping, R.A.1
-
46
-
-
0000932784
-
Transtheorectical therapy: Toward a more integrative model of change
-
Prochaska, J. O., & DiClemente, C. C. (1982). Transtheorectical therapy: Toward a more integrative model of change. Psychotherapy: Theory, Research and Practice, 20, 161-173.
-
(1982)
Psychotherapy: Theory, Research and Practice
, vol.20
, pp. 161-173
-
-
Prochaska, J.O.1
DiClemente, C.C.2
-
47
-
-
0020776609
-
Stages and processes of self-change in smoking: Toward and integrative model of change
-
Prochaska, J. O., & DiClemente, C. C. (1983). Stages and processes of self-change in smoking: Toward and integrative model of change. Journal of Consulting and Clinical Psychology, 5, 390-395.
-
(1983)
Journal of Consulting and Clinical Psychology
, vol.5
, pp. 390-395
-
-
Prochaska, J.O.1
DiClemente, C.C.2
-
48
-
-
0026924143
-
In search of how people change: Applications to addictive behaviors
-
Prochaska, J. O., DiClemente, C. C., & Norcross, J. C. (1992). In search of how people change: Applications to addictive behaviors. American Psychologist, 47, 1102-1114.
-
(1992)
American Psychologist
, vol.47
, pp. 1102-1114
-
-
Prochaska, J.O.1
DiClemente, C.C.2
Norcross, J.C.3
-
49
-
-
0002433581
-
Learning from customer defections
-
March-April
-
Reichheld, F. F. (1996, March-April). Learning from customer defections. Harvard Business Review, 56-69.
-
(1996)
Harvard Business Review
, pp. 56-69
-
-
Reichheld, F.F.1
-
50
-
-
51249173625
-
A multivariate analysis of responses to dissatisfaction
-
Richins, M. (1987). A multivariate analysis of responses to dissatisfaction. Journal of the Academy of Marketing Science, 15, 24-31.
-
(1987)
Journal of the Academy of Marketing Science
, vol.15
, pp. 24-31
-
-
Richins, M.1
-
52
-
-
0002177479
-
The reliability and validity of the critical incident technique: A closer look
-
Ronan, W. W., & Lathan, G. P. (1974). The reliability and validity of the critical incident technique: A closer look. Studies in Personnel Psychology, 6, 53-64.
-
(1974)
Studies in Personnel Psychology
, vol.6
, pp. 53-64
-
-
Ronan, W.W.1
Lathan, G.P.2
-
53
-
-
0002511222
-
Diagnosing the termination of customer relationships
-
Dublin: American Marketing Association
-
Roos, I., & Strandvik, T. (1997). Diagnosing the termination of customer relationships. Relationship marketing conference (pp. 617-631). Dublin: American Marketing Association.
-
(1997)
Relationship Marketing Conference
, pp. 617-631
-
-
Roos, I.1
Strandvik, T.2
-
54
-
-
51249171851
-
Voice, exit, and negative word-of-mouth behaviors: An investigation across three service categories
-
Singh, J. (1990a). Voice, exit, and negative word-of-mouth behaviors: An investigation across three service categories. Journal of the Academy of Marketing Science, 18, 1-15.
-
(1990)
Journal of the Academy of Marketing Science
, vol.18
, pp. 1-15
-
-
Singh, J.1
-
55
-
-
0002281450
-
A typology of consumer dissatisfaction response styles
-
Singh, J. (1990b). A typology of consumer dissatisfaction response styles. Journal of Retailing, 66, 57-99.
-
(1990)
Journal of Retailing
, vol.66
, pp. 57-99
-
-
Singh, J.1
-
56
-
-
0024040336
-
Excuses: Their effective role in the negotiation of reality
-
Snyder, C. R., & Higgins, R. L. (1988). Excuses: Their effective role in the negotiation of reality. Psychological Bulletin, 104, 23-35.
-
(1988)
Psychological Bulletin
, vol.104
, pp. 23-35
-
-
Snyder, C.R.1
Higgins, R.L.2
-
57
-
-
21844510415
-
Analysis and interpretation of qualitative data in consumer research
-
Spiggle, S. (1994). Analysis and interpretation of qualitative data in consumer research. Journal of Consumer Research, 21, 491-503.
-
(1994)
Journal of Consumer Research
, vol.21
, pp. 491-503
-
-
Spiggle, S.1
-
58
-
-
21844492011
-
Consumer myths: Frye's taxonomy and the structural analysis of consumption text
-
Stern, B. B. (1995). Consumer myths: Frye's taxonomy and the structural analysis of consumption text. Journal of Consumer Research, 22, 165-185.
-
(1995)
Journal of Consumer Research
, vol.22
, pp. 165-185
-
-
Stern, B.B.1
-
59
-
-
0032392829
-
Narrative analysis of a marketing relationship: The consumer's perspective
-
Stern, B. B., Thompson, C. J., & Arnould, E. J. (1998). Narrative analysis of a marketing relationship: The consumer's perspective. Psychology and Marketing, 15, 195-214.
-
(1998)
Psychology and Marketing
, vol.15
, pp. 195-214
-
-
Stern, B.B.1
Thompson, C.J.2
Arnould, E.J.3
-
62
-
-
0030525733
-
Caring consumers: Gendered consumption meanings and the juggling lifestyle
-
Thompson, C. J. (1996). Caring consumers: Gendered consumption meanings and the juggling lifestyle. Journal of Consumer Research, 22, 388-407.
-
(1996)
Journal of Consumer Research
, vol.22
, pp. 388-407
-
-
Thompson, C.J.1
-
63
-
-
0031536395
-
Interpreting consumers: A hermeneutical framework for deriving marketing insights from the texts of consumers consumption stories
-
Thompson, C. J. (1997). Interpreting consumers: A hermeneutical framework for deriving marketing insights from the texts of consumers consumption stories. Journal of Marketing Research, 34, 438-455.
-
(1997)
Journal of Marketing Research
, vol.34
, pp. 438-455
-
-
Thompson, C.J.1
-
64
-
-
84936823780
-
Putting consumer experience back into consumer research: The philosophy and method of existential-phenomenology
-
Thompson, C. J., Locander, W. B., & Pollio, H. R. (1989). Putting consumer experience back into consumer research: The philosophy and method of existential-phenomenology. Journal of Consumer Research, 16, 133-147.
-
(1989)
Journal of Consumer Research
, vol.16
, pp. 133-147
-
-
Thompson, C.J.1
Locander, W.B.2
Pollio, H.R.3
-
65
-
-
0001607301
-
The lived meaning of free choice: An existential-phenomenological description of everyday consumer experiences of contemporary married women
-
Thompson, C. J., Locander, W. B., & Pollio, H. R. (1990). The lived meaning of free choice: An existential-phenomenological description of everyday consumer experiences of contemporary married women. Journal of Consumer Research, 17, 346-361.
-
(1990)
Journal of Consumer Research
, vol.17
, pp. 346-361
-
-
Thompson, C.J.1
Locander, W.B.2
Pollio, H.R.3
-
67
-
-
58049133820
-
The nature and determinants of customer expectations of service
-
Zeithaml, V. A., Berry, L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21, 1-12.
-
(1993)
Journal of the Academy of Marketing Science
, vol.21
, pp. 1-12
-
-
Zeithaml, V.A.1
Berry, L.2
Parasuraman, A.3
|