-
1
-
-
68749091922
-
-
Ajzen and Icek 1985. From intentions to actions: A theory of planned behavior. In Kuhl, Julius and Beckmann, Jurgen Eds. Action Control: From Cognition to Behavior. Heidelberg: Springer-Verlag, 11-39.
-
Ajzen and Icek 1985. From intentions to actions: A theory of planned behavior. In Kuhl, Julius and Beckmann, Jurgen Eds. Action Control: From Cognition to Behavior. Heidelberg: Springer-Verlag, 11-39.
-
-
-
-
3
-
-
0012476526
-
-
accessed January 12, 2005
-
Ajzen, Icek 2005. The theory of planned behavior, http://www-unix.oit. umass.edu/̃aizen/tpb.html. (accessed January 12, 2005)
-
(2005)
The theory of planned behavior
-
-
Ajzen, I.1
-
4
-
-
24644510423
-
The prediction of behavior from attitudinal and normative variables
-
Ajzen, Icek and Fishbein, Martin 1970. The prediction of behavior from attitudinal and normative variables, Journal of Experimental Social Psychology, 6(4): 466-87.
-
(1970)
Journal of Experimental Social Psychology
, vol.6
, Issue.4
, pp. 466-487
-
-
Ajzen, I.1
Fishbein, M.2
-
5
-
-
33646391331
-
Attitude-behavior relations: A Theoretical Analysis and Review of Empirical Research
-
Ajzen, Icek 1977. Attitude-behavior relations: A Theoretical Analysis and Review of Empirical Research, Psychological Bulletin, 84(5): 888-918.
-
(1977)
Psychological Bulletin
, vol.84
, Issue.5
, pp. 888-918
-
-
Ajzen, I.1
-
6
-
-
84986037576
-
Can perceptions of service quality predict behavioral intentions? an exploratory study in the hotel sector in greece
-
Alexandris, Konstantinos, Dimitriadis, Nikos, and Markata, Dimitra 2002. Can perceptions of service quality predict behavioral intentions? an exploratory study in the hotel sector in greece, Managing Service Quality, 12(4): 224-31.
-
(2002)
Managing Service Quality
, vol.12
, Issue.4
, pp. 224-231
-
-
Alexandris, K.1
Dimitriadis, N.2
Markata, D.3
-
7
-
-
84986665106
-
The measurement and antecedents of affective, continuance and normative commitment to the organization
-
Allen, Natalie J. and Meyer, John P. 1990. The measurement and antecedents of affective, continuance and normative commitment to the organization, Journal of Occupational Psychology, 63(1): 1-18.
-
(1990)
Journal of Occupational Psychology
, vol.63
, Issue.1
, pp. 1-18
-
-
Allen, N.J.1
Meyer, J.P.2
-
8
-
-
33947578062
-
Customer satisfaction and word of mouth
-
Anderson, Eugene W. 1998. Customer satisfaction and word of mouth, Journal of Service Research, 1(1): 5-17.
-
(1998)
Journal of Service Research
, vol.1
, Issue.1
, pp. 5-17
-
-
Anderson, E.W.1
-
9
-
-
20444405530
-
The Antecedents and consequences of customer satisfaction
-
Anderson, Eugene W. and Sullivan, Mary W. 1993. The Antecedents and consequences of customer satisfaction, Marketing Science, 12(2): 125-43.
-
(1993)
Marketing Science
, vol.12
, Issue.2
, pp. 125-143
-
-
Anderson, E.W.1
Sullivan, M.W.2
-
10
-
-
41649112685
-
Structural equation modeling in practice: A review and recommended two-step approach
-
Anderson, James C. and Gerbing, David W. 1988. Structural equation modeling in practice: A review and recommended two-step approach, Psychological Bulletin, 103(3): 411-23.
-
(1988)
Psychological Bulletin
, vol.103
, Issue.3
, pp. 411-423
-
-
Anderson, J.C.1
Gerbing, D.W.2
-
11
-
-
68749086911
-
Marketing of accounting services hinges on referrals, service expansion, communications
-
April 27
-
Aquila, August J. 1984. Marketing of accounting services hinges on referrals, service expansion, communications. Marketing News, 18(April 27): 3.
-
(1984)
Marketing News
-
-
Aquila, A.J.1
-
14
-
-
0036244279
-
Investigating interactive effects in the theory of planned behavior in a service-provider switching context
-
Bansal, Harvir S. and Taylor, Shirley F. 2002. Investigating interactive effects in the theory of planned behavior in a service-provider switching context. Psychology & Marketing, 19(5): 407-25.
-
(2002)
Psychology & Marketing
, vol.19
, Issue.5
, pp. 407-425
-
-
Bansal, H.S.1
Taylor, S.F.2
-
15
-
-
68749104213
-
Building your consulting practice through referrals: (Part 1) the value of referrals
-
September
-
Bergholz, Harvey and Nickols, Fred 2001. Building your consulting practice through referrals: (Part 1) the value of referrals, Consulting to Management, 12(September): 25-26.
-
(2001)
Consulting to Management
, vol.12
, pp. 25-26
-
-
Bergholz, H.1
Nickols, F.2
-
16
-
-
0035531130
-
Customer referral management: Optimal reward programs
-
Biyalogorsky, Eyal, Gerstner, Eitan, and Libai, Barak 2001. Customer referral management: optimal reward programs, Marketing Science, 20(1): 82-95.
-
(2001)
Marketing Science
, vol.20
, Issue.1
, pp. 82-95
-
-
Biyalogorsky, E.1
Gerstner, E.2
Libai, B.3
-
17
-
-
20444431796
-
Store satisfaction and store loyalty explained by customer-and store-related factors
-
Bloemer, Josée and Odekerken-Schröder, Gaby 2002. Store satisfaction and store loyalty explained by customer-and store-related factors, Journal of Consumer Satisfaction, 15(2): 68-80.
-
(2002)
Journal of Consumer Satisfaction
, vol.15
, Issue.2
, pp. 68-80
-
-
Bloemer, J.1
Odekerken-Schröder, G.2
-
19
-
-
84869711264
-
-
Bloemer, Josée, Ruyter, Ko de, and Wetzels, Martin 1999. Linking perceived service quality and service loyalty: A multi-dimensional perspective, European Journal of Marketing, 33(11/12): 1082-1106.
-
Bloemer, Josée, Ruyter, Ko de, and Wetzels, Martin 1999. Linking perceived service quality and service loyalty: A multi-dimensional perspective, European Journal of Marketing, 33(11/12): 1082-1106.
-
-
-
-
20
-
-
0013309745
-
Business relationships: An examination of the effects of buyer-salesperson relationships on customer retention and willingness to refer and recommend
-
Boles, James S., Barksdale, Hiram C., and Johnson, Julie T. 1997. Business relationships: An examination of the effects of buyer-salesperson relationships on customer retention and willingness to refer and recommend, The Journal of Business & Industrial Marketing, 12(3/4): 253-64.
-
(1997)
The Journal of Business & Industrial Marketing
, vol.12
, Issue.3-4
, pp. 253-264
-
-
Boles, J.S.1
Barksdale, H.C.2
Johnson, J.T.3
-
21
-
-
0010836179
-
Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory study
-
Brady, Michael K. and Robertson, Christopher J. 2001. Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory study, Journal of Business Research, 51(1): 53-60.
-
(2001)
Journal of Business Research
, vol.51
, Issue.1
, pp. 53-60
-
-
Brady, M.K.1
Robertson, C.J.2
-
22
-
-
84935533832
-
Social ties and word-of-mouth referral behavior
-
Brown, Jacqueline J. and Reingen, Peter H. 1987. Social ties and word-of-mouth referral behavior, Journal of Consumer Research, 14(3): 350-62.
-
(1987)
Journal of Consumer Research
, vol.14
, Issue.3
, pp. 350-362
-
-
Brown, J.J.1
Reingen, P.H.2
-
23
-
-
84913667541
-
Building organizational commitment: The Socialization of managers in work organizations
-
Buchanan, Bruce, II. 1974. Building organizational commitment: The Socialization of managers in work organizations, Administrative Science Quarterly, 19(4): 533-46.
-
(1974)
Administrative Science Quarterly
, vol.19
, Issue.4
, pp. 533-546
-
-
Buchanan1
Bruce II2
-
24
-
-
84899124026
-
Word of mouth: Understanding and managing referral marketing
-
Buttle, Francis A. 1998. Word of mouth: understanding and managing referral marketing, Journal of Strategic Marketing, 6(3): 241-54.
-
(1998)
Journal of Strategic Marketing
, vol.6
, Issue.3
, pp. 241-254
-
-
Buttle, F.A.1
-
25
-
-
68749109147
-
-
Byrne, Barbara. M. 2001. Structural Equation Modeling with AMOS: Basic Concepts, Applications, and Programming. Mahwah, NJ: Lawrence Erlbaum.
-
Byrne, Barbara. M. 2001. Structural Equation Modeling with AMOS: Basic Concepts, Applications, and Programming. Mahwah, NJ: Lawrence Erlbaum.
-
-
-
-
27
-
-
38149134752
-
Understanding insurance salesperson internet information management intentions: A test of competing models
-
Celuch, Kevin, Taylor, Steven A., and Goodwin, Stephen 2004. Understanding insurance salesperson internet information management intentions: A test of competing models, Journal of Insurance Issues, 27(1): 22-40.
-
(2004)
Journal of Insurance Issues
, vol.27
, Issue.1
, pp. 22-40
-
-
Celuch, K.1
Taylor, S.A.2
Goodwin, S.3
-
28
-
-
0012906966
-
Customer participation in service specification and delivery
-
Cermak, Diane S. P. and File, Karen M. 1994. Customer participation in service specification and delivery, Journal of Applied Business Research, 10(2): 90-97.
-
(1994)
Journal of Applied Business Research
, vol.10
, Issue.2
, pp. 90-97
-
-
Cermak, D.S.P.1
File, K.M.2
-
29
-
-
84992904544
-
Does customer knowledge affect how loyalty is formed?
-
Chiou, Jyh-Shen, Droge, Cornelia, and Hanvanich, Sangphet 2002. Does customer knowledge affect how loyalty is formed? Journal of Service Research, 5(2): 113-24.
-
(2002)
Journal of Service Research
, vol.5
, Issue.2
, pp. 113-124
-
-
Chiou, J.-S.1
Droge, C.2
Hanvanich, S.3
-
30
-
-
51249171632
-
The influence of the amount and type of information on individuals' perception of legal services
-
Crocker, Kenneth E. 1986. The influence of the amount and type of information on individuals' perception of legal services, Academy of Marketing Science, 14(4): 18-27.
-
(1986)
Academy of Marketing Science
, vol.14
, Issue.4
, pp. 18-27
-
-
Crocker, K.E.1
-
31
-
-
0002381637
-
Measuring service quality: A reexamination and extension
-
Cronin, Joseph J., Jr. and Taylor, Steven A. 1992. Measuring service quality: A reexamination and extension, Journal of Marketing, 56(3): 55-68.
-
(1992)
Journal of Marketing
, vol.56
, Issue.3
, pp. 55-68
-
-
Cronin Jr., J.J.1
Taylor, S.A.2
-
32
-
-
0041466507
-
-
Day, Ellen, Denton, Luther L., and Hickner, Jerome A. 1988. Clients' selection and retention criteria: Some marketing implications for the small C.P.A. firm, Journal of Professional Services Marketing, 3(4): 283-95.
-
Day, Ellen, Denton, Luther L., and Hickner, Jerome A. 1988. Clients' selection and retention criteria: Some marketing implications for the small C.P.A. firm, Journal of Professional Services Marketing, 3(4): 283-95.
-
-
-
-
33
-
-
79960598045
-
Attitude change, media and word of mouth
-
Day, George 1971. Attitude change, media and word of mouth, Journal of Advertising Research, 11(6): 31-40.
-
(1971)
Journal of Advertising Research
, vol.11
, Issue.6
, pp. 31-40
-
-
Day, G.1
-
34
-
-
0039013204
-
How word-of-mouth advertising works
-
Dichter, Ernest 1966. How word-of-mouth advertising works, Harvard Business Review, 44(6): 147-66.
-
(1966)
Harvard Business Review
, vol.44
, Issue.6
, pp. 147-166
-
-
Dichter, E.1
-
35
-
-
77951516228
-
Customer loyalty: Toward an integrated conceptual Framework
-
Dick, Alan S. and Basu, Kunal 1994. Customer loyalty: toward an integrated conceptual Framework, Journal of the Academy of Marketing Science, 22(2): 99-113.
-
(1994)
Journal of the Academy of Marketing Science
, vol.22
, Issue.2
, pp. 99-113
-
-
Dick, A.S.1
Basu, K.2
-
36
-
-
0034348122
-
Complaining as planned behavior
-
East, Robert 2000. Complaining as planned behavior, Psychology & Marketing, 17(12): 1077-95.
-
(2000)
Psychology & Marketing
, vol.17
, Issue.12
, pp. 1077-1095
-
-
East, R.1
-
37
-
-
0040872148
-
People who use people: The other side of opinion leadership
-
Feick, Lawrence F., Price, Linda L., and Higie, Robin A. 1986. People who use people: the other side of opinion leadership, Advances in Consumer Research, 13(1): 301-05.
-
(1986)
Advances in Consumer Research
, vol.13
, Issue.1
, pp. 301-305
-
-
Feick, L.F.1
Price, L.L.2
Higie, R.A.3
-
38
-
-
0038951071
-
The effect of personal influence in the selection of consumer services
-
Bennett, Peter D. Ed, Washington, D.C, American Marketing Association
-
Feldman, Sidney P. and Spencer, Merlin C. 1965. The effect of personal influence in the selection of consumer services. In Bennett, Peter D. Ed. Marketing and Economic Development Proceedings: Fall 1965 Conference. Washington, D.C.: American Marketing Association, 440-52.
-
(1965)
Marketing and Economic Development Proceedings: Fall 1965 Conference
, pp. 440-452
-
-
Feldman, S.P.1
Spencer, M.C.2
-
39
-
-
0013247665
-
Interactive marketing: The influence of participation on positive word-of-mouth and referrals
-
File, Karen M., Judd, Ben B., and Prince, Russ A. 1992. Interactive marketing: The influence of participation on positive word-of-mouth and referrals, Journal of Services Marketing, 6(4): 5-14.
-
(1992)
Journal of Services Marketing
, vol.6
, Issue.4
, pp. 5-14
-
-
File, K.M.1
Judd, B.B.2
Prince, R.A.3
-
40
-
-
0002666102
-
Attitude and the prediction of behavior
-
Fishbein, Martin Ed, New York: John Wiley & Sons, Inc
-
Fishbein, Martin 1967. Attitude and the prediction of behavior. In Fishbein, Martin Ed. Readings in Attitude Theory and Measurement. New York: John Wiley & Sons, Inc., 477-92.
-
(1967)
Readings in Attitude Theory and Measurement
, pp. 477-492
-
-
Fishbein, M.1
-
41
-
-
0019246047
-
-
Fishbein, Martin 1980. A theory of reasoned action: Some applications and implications. In Howe, Herbert E., Jr. and Page, Monte M. Eds. Beliefs, Attitudes and values, Nebraska Symposium on Motivation, 27, Lincoln, NE: University of Nebraska Press, 65-116.
-
Fishbein, Martin 1980. A theory of reasoned action: Some applications and implications. In Howe, Herbert E., Jr. and Page, Monte M. Eds. Beliefs, Attitudes and values, Nebraska Symposium on Motivation, Vol. 27, Lincoln, NE: University of Nebraska Press, 65-116.
-
-
-
-
42
-
-
0003551671
-
-
Reading, MA: Addison-Wesley
-
Fishbein, Martin and Ajzen, Icek 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
-
43
-
-
84869711262
-
-
Francis, Jillian. J., Eccles, Martin P., Johnston, Marie, Walker, Anne, Grimshaw, Jeremy, Foy, Robbie, Kanser, Eileen F. S., Smith, Liz, and Bonetti, Debbie 2004. Constructing questionnaires based on the theory of planned behaviour: A manual for health services researchers, http://www-unix.oit.umass. edu/̃aizen/tpb.html. (accessed May 16, 2005)
-
Francis, Jillian. J., Eccles, Martin P., Johnston, Marie, Walker, Anne, Grimshaw, Jeremy, Foy, Robbie, Kanser, Eileen F. S., Smith, Liz, and Bonetti, Debbie 2004. Constructing questionnaires based on the theory of planned behaviour: A manual for health services researchers, http://www-unix.oit.umass. edu/̃aizen/tpb.html. (accessed May 16, 2005)
-
-
-
-
44
-
-
0142082466
-
-
accessed November 19, 2005
-
Garson, G. David 2005. Structural Equation Modeling, http://www2.chass. ncsu.edu/garson/pa765/structur.htm. (accessed November 19, 2005)
-
(2005)
Structural Equation Modeling
-
-
Garson, G.D.1
-
45
-
-
0036421345
-
A Comparison of three models to explain shop-bot use on the web
-
Gentry, Lance and Calantone, Roger 2002. A Comparison of three models to explain shop-bot use on the web, Psychology & Marketing, 19(11): 945-56.
-
(2002)
Psychology & Marketing
, vol.19
, Issue.11
, pp. 945-956
-
-
Gentry, L.1
Calantone, R.2
-
46
-
-
21844503055
-
Consumer satisfaction and perceived quality: Complementary or divergent constructs
-
Gotlieb, Jerry B., Grewal, Dhruv, and Brown, Stephen W. 1994. Consumer satisfaction and perceived quality: Complementary or divergent constructs, Journal of Applied Psychology, 79(6): 875-85.
-
(1994)
Journal of Applied Psychology
, vol.79
, Issue.6
, pp. 875-885
-
-
Gotlieb, J.B.1
Grewal, D.2
Brown, S.W.3
-
47
-
-
2142829654
-
Theory-based instrumentation to measure the intention to use electronic commerce in small and medium sized businesses
-
Grandon, Elizabeth E. and Mykytyn, Peter P., Jr. 2004. Theory-based instrumentation to measure the intention to use electronic commerce in small and medium sized businesses, Journal of Computer Information Systems, 44(3): 44-57.
-
(2004)
Journal of Computer Information Systems
, vol.44
, Issue.3
, pp. 44-57
-
-
Grandon, E.E.1
Mykytyn Jr., P.P.2
-
48
-
-
84992831489
-
The measurement of word-of-mouth communicationand an investigation of service quality and customer commitment as potential antecedents
-
Harrison-Walker, L. Jean 2001. The measurement of word-of-mouth communicationand an investigation of service quality and customer commitment as potential antecedents. Journal of Service Research, 4(1): 60-75.
-
(2001)
Journal of Service Research
, vol.4
, Issue.1
, pp. 60-75
-
-
Harrison-Walker, L.J.1
-
49
-
-
0030099986
-
Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions
-
Hartline, Michael D. and Jones, Keith C. 1996. Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions, Journal of Business Research, 35(3): 207-15.
-
(1996)
Journal of Business Research
, vol.35
, Issue.3
, pp. 207-215
-
-
Hartline, M.D.1
Jones, K.C.2
-
51
-
-
0009930989
-
Managing word of mouth communications
-
Haywood, K. Michael 1989. Managing word of mouth communications, The Journal of Services Marketing, 3(2): 55-67.
-
(1989)
The Journal of Services Marketing
, vol.3
, Issue.2
, pp. 55-67
-
-
Haywood, K.M.1
-
52
-
-
84986133584
-
calculating the value of customer's referrals
-
Helm, Sabrina 2003. calculating the value of customer's referrals, Managing Service Quality, 13(2): 124-33.
-
(2003)
Managing Service Quality
, vol.13
, Issue.2
, pp. 124-133
-
-
Helm, S.1
-
53
-
-
84992769402
-
Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality
-
Hennig-Thurau, Thorsten, Gwinner, Kevin P., and Gremler, Dwayne D. 2002. Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality, Journal of Service Research, 4(3): 230-47.
-
(2002)
Journal of Service Research
, vol.4
, Issue.3
, pp. 230-247
-
-
Hennig-Thurau, T.1
Gwinner, K.P.2
Gremler, D.D.3
-
55
-
-
0037398329
-
Factors associated with customer willingness to refer leads to salespeople
-
Johnson, Julie T., Barksdale, Hiram C., Jr., and Boles, James S. 2003. Factors associated with customer willingness to refer leads to salespeople, Journal of Business Research, 56(4): 257-63.
-
(2003)
Journal of Business Research
, vol.56
, Issue.4
, pp. 257-263
-
-
Johnson, J.T.1
Barksdale Jr., H.C.2
Boles, J.S.3
-
56
-
-
84986108397
-
The Impact of outcome, competency and affect on service referral
-
Johnson, Madeline, Zinkhan, George M., and Ayala, Gail S. 1998. The Impact of outcome, competency and affect on service referral, The Journal of Marketing Services, 12(6): 397-415.
-
(1998)
The Journal of Marketing Services
, vol.12
, Issue.6
, pp. 397-415
-
-
Johnson, M.1
Zinkhan, G.M.2
Ayala, G.S.3
-
57
-
-
68749106708
-
-
Jones, Thomas O. and Sasser, W. Earl, Jr. 1995. Why Satisfied Customers Defect, Harvard Business Review, 73(6): 88-99.
-
Jones, Thomas O. and Sasser, W. Earl, Jr. 1995. Why Satisfied Customers Defect, Harvard Business Review, 73(6): 88-99.
-
-
-
-
58
-
-
0012946474
-
Green marketing and ajzen's theory of planned behavior: A cross-market examination
-
Kalafatis, Stavros P., Pollard, Michael, East, Robert, and Tsogas, Markos H. 1999. Green marketing and ajzen's theory of planned behavior: A cross-market examination, The Journal of Consumer Marketing, 16(5): 441-60.
-
(1999)
The Journal of Consumer Marketing
, vol.16
, Issue.5
, pp. 441-460
-
-
Kalafatis, S.P.1
Pollard, M.2
East, R.3
Tsogas, M.H.4
-
59
-
-
0037564052
-
Understanding soft drink consumption among female adolescents using the theory of planned behavior
-
Kassem, Nada O., Lee, Jerry W., Modeste, Naomi N., and Johnston, Patricia K. 2003. Understanding soft drink consumption among female adolescents using the theory of planned behavior, Health Education Research, 18(3): 278-91.
-
(2003)
Health Education Research
, vol.18
, Issue.3
, pp. 278-291
-
-
Kassem, N.O.1
Lee, J.W.2
Modeste, N.N.3
Johnston, P.K.4
-
60
-
-
68749114867
-
-
Kotler, Philip, Hayes, Thomas J., and Bloom, Paul N. 2002. Marketing Professional Services: Forward Thinking Strategies for Boosting your Business, your Image, and your Profits, 2nd ed. Paramus, NJ: Prentice Hall.
-
Kotler, Philip, Hayes, Thomas J., and Bloom, Paul N. 2002. Marketing Professional Services: Forward Thinking Strategies for Boosting your Business, your Image, and your Profits, 2nd ed. Paramus, NJ: Prentice Hall.
-
-
-
-
61
-
-
0344691898
-
An analysis of consumer reliance on personal and nonpersonal sources of professional service information
-
Mangold, W. Glynn, Berl, Robert, Pol, Louis, and Abercrombie, C. L. 1987. An analysis of consumer reliance on personal and nonpersonal sources of professional service information, Journal of Professional Services Marketing, 2(3): 9-29.
-
(1987)
Journal of Professional Services Marketing
, vol.2
, Issue.3
, pp. 9-29
-
-
Mangold, W.G.1
Berl, R.2
Pol, L.3
Abercrombie, C.L.4
-
62
-
-
12744263552
-
Self-efficacy theory and the theory of planned behavior: Teaching physically active education classes
-
Martin, Jeffrey J. and Kulinna, Pamela H. 2004. Self-efficacy theory and the theory of planned behavior: Teaching physically active education classes, Research Quarterly for Exercise & Sport, 75(3): 288-97.
-
(2004)
Research Quarterly for Exercise & Sport
, vol.75
, Issue.3
, pp. 288-297
-
-
Martin, J.J.1
Kulinna, P.H.2
-
63
-
-
68749089386
-
-
Misner, Ivan R. 1994. The World's Best-Known Marketing Secret. Austin, TX: Bard & Stephen.
-
Misner, Ivan R. 1994. The World's Best-Known Marketing Secret. Austin, TX: Bard & Stephen.
-
-
-
-
65
-
-
0032348815
-
Explorations of national culture and word-of-mouth referral behavior in the purchase of industrial services in the united states and japan
-
Money, R. Bruce, Gilly, Mary C., and Graham, John L. 1998. Explorations of national culture and word-of-mouth referral behavior in the purchase of industrial services in the united states and japan, Journal of Marketing, 62(4): 76-87.
-
(1998)
Journal of Marketing
, vol.62
, Issue.4
, pp. 76-87
-
-
Money, R.B.1
Gilly, M.C.2
Graham, J.L.3
-
66
-
-
0002441636
-
A test of services marketing theory: Consumer information acquisition activities
-
Murray, Keith B. 1991. A test of services marketing theory: consumer information acquisition activities, Journal of Marketing, 55(1): 10-25.
-
(1991)
Journal of Marketing
, vol.55
, Issue.1
, pp. 10-25
-
-
Murray, K.B.1
-
67
-
-
68749109148
-
-
Parasuraman, A., Zeithaml, Valarie A., and Berry, Leonard L. 1985. A conceptual model of service quality and its implications for future research, Journal of Marketing, 49(4): 41-50.
-
Parasuraman, A., Zeithaml, Valarie A., and Berry, Leonard L. 1985. A conceptual model of service quality and its implications for future research, Journal of Marketing, 49(4): 41-50.
-
-
-
-
68
-
-
68749094868
-
-
Parasuraman, A., Zeithaml, Valarie A., and Berry, Leonard L. 1988. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64(1): 12-40.
-
Parasuraman, A., Zeithaml, Valarie A., and Berry, Leonard L. 1988. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64(1): 12-40.
-
-
-
-
69
-
-
34250079280
-
-
Pettit-O'Malley, Kathy L., Bozman, Carl S., and Umesh, U. N. 1993. Reactions of Clients to Referral Requests. Marketing Letters, 4(1): 71-79.
-
Pettit-O'Malley, Kathy L., Bozman, Carl S., and Umesh, U. N. 1993. Reactions of Clients to Referral Requests. Marketing Letters, 4(1): 71-79.
-
-
-
-
70
-
-
68749114866
-
A re-examination of communication channel usage by adopter categories
-
Price, Linda L., Feick, Lawrence F., and Smith, Daniel C. 1986. A re-examination of communication channel usage by adopter categories, Advances in Consumer Research, 13(1): 409-13.
-
(1986)
Advances in Consumer Research
, vol.13
, Issue.1
, pp. 409-413
-
-
Price, L.L.1
Feick, L.F.2
Smith, D.C.3
-
71
-
-
68749110375
-
A 'General Ledger' referral system for building your practice
-
October-November
-
Rachlin, Norman S. 1979. A 'General Ledger' referral system for building your practice, The Practical Accountant, 12(October-November): 43-46.
-
(1979)
The Practical Accountant
, vol.12
, pp. 43-46
-
-
Rachlin, N.S.1
-
72
-
-
30344483418
-
On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth
-
Ranaweera, Chatura and Prabhu, Jaideep 2003. On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth, Journal of Target Marketing, Measurement, and Analysis for Marketing, 12(1): 82-90.
-
(2003)
Journal of Target Marketing, Measurement, and Analysis for Marketing
, vol.12
, Issue.1
, pp. 82-90
-
-
Ranaweera, C.1
Prabhu, J.2
-
73
-
-
0027566971
-
-
Reichheld, Frederick. F. 1993. Loyalty-based management, Harvard Business Review, 71(2): 64-71.
-
Reichheld, Frederick. F. 1993. Loyalty-based management, Harvard Business Review, 71(2): 64-71.
-
-
-
-
74
-
-
34547369642
-
Customer service segments: Strategic implications for the commercial banking industry
-
Reidenbach, Eric R. and Minton, Ann P. 1991. Customer service segments: Strategic implications for the commercial banking industry. Journal of Professional Services Marketing, 6(2): 129-42.
-
(1991)
Journal of Professional Services Marketing
, vol.6
, Issue.2
, pp. 129-142
-
-
Reidenbach, E.R.1
Minton, A.P.2
-
75
-
-
0033092548
-
Customer benefits and company consequences of customer-salesperson relationships in retailing
-
Reynolds, Kristy E. and Beatty, Sharon E. 1999. Customer benefits and company consequences of customer-salesperson relationships in retailing, Journal of Retailing, 75(1): 11-32.
-
(1999)
Journal of Retailing
, vol.75
, Issue.1
, pp. 11-32
-
-
Reynolds, K.E.1
Beatty, S.E.2
-
76
-
-
0012703766
-
The role of involvement and opinion leadership in consumer word-of-mouth: An implicit model made explicit
-
Richins, Marsha L. and Root-Shaffer, Teri 1988. The role of involvement and opinion leadership in consumer word-of-mouth: An implicit model made explicit, Advances in Consumer Research, 15(1): 32-36.
-
(1988)
Advances in Consumer Research
, vol.15
, Issue.1
, pp. 32-36
-
-
Richins, M.L.1
Root-Shaffer, T.2
-
78
-
-
0031522110
-
The dimensional structure of the perceived behavioral control construct
-
Sparks, Paul, Guthrie, Carol A., and Shepherd, Richard 1997. The dimensional structure of the perceived behavioral control construct, Journal of Applied Social Psychology, 27(5): 418-438.
-
(1997)
Journal of Applied Social Psychology
, vol.27
, Issue.5
, pp. 418-438
-
-
Sparks, P.1
Guthrie, C.A.2
Shepherd, R.3
-
79
-
-
0036257968
-
Customer loyalty in e-commerce: An exploration of its antecedents and consequences
-
Srinivasan, Srini S., Anderson, Rolph, and Ponnavolu, Kishore 2002. Customer loyalty in e-commerce: An exploration of its antecedents and consequences, Journal of Retailing, 78(1): 41-50.
-
(2002)
Journal of Retailing
, vol.78
, Issue.1
, pp. 41-50
-
-
Srinivasan, S.S.1
Anderson, R.2
Ponnavolu, K.3
-
80
-
-
0010335445
-
Word-of-mouth communication: A motivational analysis
-
Sundaram, D. S., Mitra, Kaushik, and Webster, Cynthia 1998. Word-of-mouth communication: A motivational analysis. Advances in Consumer Research, 25(1): 527-31.
-
(1998)
Advances in Consumer Research
, vol.25
, Issue.1
, pp. 527-531
-
-
Sundaram, D.S.1
Mitra, K.2
Webster, C.3
-
81
-
-
0000455143
-
Postpurchase communication by consumers
-
Swan, John E. and Oliver, Richard L. 1989. Postpurchase communication by consumers, Journal of Retailing, 65(4): 516-33.
-
(1989)
Journal of Retailing
, vol.65
, Issue.4
, pp. 516-533
-
-
Swan, J.E.1
Oliver, R.L.2
-
82
-
-
0042374358
-
Changing perceptions and changing behavior in customer relationships
-
Verhoef, Peter C., Franses, Philip H., and Donkers, Bas 2002. Changing perceptions and changing behavior in customer relationships, Marketing Letters, 13(2): 121-34.
-
(2002)
Marketing Letters
, vol.13
, Issue.2
, pp. 121-134
-
-
Verhoef, P.C.1
Franses, P.H.2
Donkers, B.3
-
83
-
-
0038509087
-
The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: Does age of relationship matter?
-
Verhoef, Peter C., Franses, Philip H., and Hoekstra, Janny C. 2002. The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: Does age of relationship matter? Journal of the Academy of Marketing Science, 30(3): 202-216.
-
(2002)
Journal of the Academy of Marketing Science
, vol.30
, Issue.3
, pp. 202-216
-
-
Verhoef, P.C.1
Franses, P.H.2
Hoekstra, J.C.3
-
84
-
-
0009682837
-
Word of mouth
-
Walker, Chip 1995. Word of mouth, American Demographics, 17(7): 38-44.
-
(1995)
American Demographics
, vol.17
, Issue.7
, pp. 38-44
-
-
Walker, C.1
-
85
-
-
84944222556
-
Influences upon consumer expectations of services
-
Webster, Cynthia 1991. Influences upon consumer expectations of services, The Journal of Services Marketing, 5(1): 5-17.
-
(1991)
The Journal of Services Marketing
, vol.5
, Issue.1
, pp. 5-17
-
-
Webster, C.1
-
86
-
-
38249033144
-
Referrals between professional service providers
-
Wheiler, Kent 1987. Referrals between professional service providers, Industrial Marketing Management, 16(3): 191-200.
-
(1987)
Industrial Marketing Management
, vol.16
, Issue.3
, pp. 191-200
-
-
Wheiler, K.1
-
87
-
-
33750706317
-
The effect of postpurchase communication on consumer satisfaction and on consumer recommendation of the retailer
-
Wirtz, Eldon M. and Miller, Kenneth E. 1977. The effect of postpurchase communication on consumer satisfaction and on consumer recommendation of the retailer, Journal of Retailing, 53(2): 39-46.
-
(1977)
Journal of Retailing
, vol.53
, Issue.2
, pp. 39-46
-
-
Wirtz, E.M.1
Miller, K.E.2
-
88
-
-
0030548125
-
The behavioral consequences of service quality
-
Zeithaml, Valerie A., Berry, Leonard L., and Parasuraman, A. 1996. The behavioral consequences of service quality, Journal of Marketing, 60(2): 31-46.
-
(1996)
Journal of Marketing
, vol.60
, Issue.2
, pp. 31-46
-
-
Zeithaml, V.A.1
Berry, L.L.2
Parasuraman, A.3
|