-
1
-
-
17844405574
-
Understanding retail branding: conceptual insights and research priorities
-
Ailawadi, K.L. and Keller, K.L. (2004), “Understanding retail branding: conceptual insights and research priorities”, Journal of Retailing, Vol. 80 No. 4, pp. 331-42.
-
(2004)
Journal of Retailing
, vol.80
, pp. 331-342
-
-
Ailawadi, K.L.1
Keller, K.L.2
-
2
-
-
34247203147
-
The effects of perceived management concern for frontline employees and customers on turnover intentions: moderating role of employment status
-
Alexandrov, A., Babakus, E. and Yavas, U. (2007), “The effects of perceived management concern for frontline employees and customers on turnover intentions: moderating role of employment status”, Journal of Service Research, Vol. 9 No. 4, pp. 356-71.
-
(2007)
Journal of Service Research
, vol.9
, pp. 356-371
-
-
Alexandrov, A.1
Babakus, E.2
Yavas, U.3
-
3
-
-
69649093316
-
Industry report
-
available at: www.theautochannel.com/news/2006/09/27/023310.html.
-
Automotive Aftermarket Industry Association (2006), “Industry report”, available at: www.theautochannel.com/news/2006/09/27/023310.html.
-
(2006)
-
-
-
4
-
-
0038336613
-
The effect of management commitment to service quality on employees' affective and performance outcomes
-
Babakus, E., Yavas, U., Karatepe, O.M. and Avci, T. (2003), “The effect of management commitment to service quality on employees' affective and performance outcomes”, Journal of the Academy of Marketing Science, Vol. 31 No. 3, pp. 272-86.
-
(2003)
Journal of the Academy of Marketing Science
, vol.31
, pp. 272-286
-
-
Babakus, E.1
Yavas, U.2
Karatepe, O.M.3
Avci, T.4
-
5
-
-
0034239390
-
Atmospheric affect as a tool for creating value and gaining share of customer
-
Babin, B.J. and Attaway, J.S. (2000), “Atmospheric affect as a tool for creating value and gaining share of customer”, Journal of Business Research, Vol. 49 No. 2, pp. 91-9.
-
(2000)
Journal of Business Research
, vol.49
, pp. 91-99
-
-
Babin, B.J.1
Attaway, J.S.2
-
6
-
-
0036004608
-
The influence of multiple store environment cues on perceived merchandise value and patronage intentions
-
Baker, J., Parasuraman, A., Grewal, D. and Voss, G.B. (2002), “The influence of multiple store environment cues on perceived merchandise value and patronage intentions”, Journal of Marketing, Vol. 66, pp. 120-41.
-
(2002)
Journal of Marketing
, vol.66
, pp. 120-141
-
-
Baker, J.1
Parasuraman, A.2
Grewal, D.3
Voss, G.B.4
-
7
-
-
33750484663
-
Does attitudinal loyalty influence behavioral loyalty? A theoretical and empirical study
-
Bandyopadhyay, S. and Martell, M. (2007), “Does attitudinal loyalty influence behavioral loyalty? A theoretical and empirical study”, Journal of Retailing and Consumer Services, Vol. 14 No. 1, pp. 35-44.
-
(2007)
Journal of Retailing and Consumer Services
, vol.14
, pp. 35-44
-
-
Bandyopadhyay, S.1
Martell, M.2
-
8
-
-
85036325219
-
On the relationship between store image, store satisfaction and store loyalty
-
Bloemer, J. and de Ruyter, K. (1998), “On the relationship between store image, store satisfaction and store loyalty”, European Journal of Marketing, Vol. 32 Nos 5/6, pp. 499-513.
-
(1998)
European Journal of Marketing
, vol.32
, pp. 499-513
-
-
Bloemer, J.1
de Ruyter, K.2
-
9
-
-
84986082087
-
The relationship between customer loyalty and customer satisfaction
-
Bowen, J.T. and Chen, S.L. (2001), “The relationship between customer loyalty and customer satisfaction”, International Journal of Contemporary Hospitality Management, Vol. 13 No. 5, pp. 213-7.
-
(2001)
International Journal of Contemporary Hospitality Management
, vol.13
, pp. 213-217
-
-
Bowen, J.T.1
Chen, S.L.2
-
10
-
-
84990374582
-
Customer orientation: effects of customer service perceptions and outcome behaviors
-
Brady, M.K. and Cronin, J.J. (2001), “Customer orientation: effects of customer service perceptions and outcome behaviors”, Journal of Service Research, Vol. 3 No. 3, pp. 241-51.
-
(2001)
Journal of Service Research
, vol.3
, pp. 241-251
-
-
Brady, M.K.1
Cronin, J.J.2
-
11
-
-
24144490435
-
Removing the contextual lens: a multi-national, multi-setting comparison of service evaluation models
-
Brady, M.K., Knight, G.A., Cronin, J.J. Jr, Hult, G.T.M. and Keillor, B.D. (2005), “Removing the contextual lens: a multi-national, multi-setting comparison of service evaluation models”, Journal of Retailing, Vol. 81 No. 3, pp. 215-30.
-
(2005)
Journal of Retailing
, vol.81
, pp. 215-230
-
-
Brady, M.K.1
Knight, G.A.2
Cronin, J.J.3
Hult, G.T.M.4
Keillor, B.D.5
-
12
-
-
1842688762
-
Evaluative and relational influences on service loyalty
-
Butcher, K., Sparks, B. and O'Callaghan, F. (2001), “Evaluative and relational influences on service loyalty”, International Journal of Service Industry Management, Vol. 12 No. 4, pp. 310-27.
-
(2001)
International Journal of Service Industry Management
, vol.12
, pp. 310-327
-
-
Butcher, K.1
Sparks, B.2
O'Callaghan, F.3
-
13
-
-
0003519438
-
-
Lawrence Erlbaum Associates, Mahwah, NJ.
-
Cohen, J., Cohen, P., West, S.G. and Aiken, L.S. (2003), Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences, Lawrence Erlbaum Associates, Mahwah, NJ.
-
(2003)
Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences
-
-
Cohen, J.1
Cohen, P.2
West, S.G.3
Aiken, L.S.4
-
14
-
-
0034337149
-
Building store loyalty through store brands
-
Corstjenz, M. and Lal, R. (2000), “Building store loyalty through store brands”, Journal of Marketing Research, Vol. 37, pp. 281-91.
-
(2000)
Journal of Marketing Research
, vol.37
, pp. 281-291
-
-
Corstjenz, M.1
Lal, R.2
-
15
-
-
0002704641
-
Assessing the effects of quality, value, and customer satisfaction on behavioral intentions in service environments
-
Cronin, J.J., Brady, M.K. and Hult, G.T.M. (2000), “Assessing the effects of quality, value, and customer satisfaction on behavioral intentions in service environments”, Journal of Retailing, Vol. 76 No. 2, pp. 193-218.
-
(2000)
Journal of Retailing
, vol.76
, pp. 193-218
-
-
Cronin, J.J.1
Brady, M.K.2
Hult, G.T.M.3
-
16
-
-
0002381637
-
Measuring service quality: a re-examination and extension
-
Cronin, J.J. and Taylor, S.A. (1992), “Measuring service quality: a re-examination and extension”, Journal of Marketing, Vol. 56, pp. 55-68.
-
(1992)
Journal of Marketing
, vol.56
, pp. 55-68
-
-
Cronin, J.J.1
Taylor, S.A.2
-
17
-
-
0001549659
-
A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study
-
Dabholkar, P.A., Shepherd, C.D. and Thorpe, D.I. (2000), “A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study”, Journal of Retailing, Vol. 76 No. 2, pp. 139-73.
-
(2000)
Journal of Retailing
, vol.76
, pp. 139-173
-
-
Dabholkar, P.A.1
Shepherd, C.D.2
Thorpe, D.I.3
-
18
-
-
69649095376
-
The aftermarket consumer: do-it-yourself or do-it-for-me?
-
DeLuca, A. (2005), “The aftermarket consumer: do-it-yourself or do-it-for-me?”, Aftermarket insider, February/March, pp. 5-7.
-
(2005)
Aftermarket insider
, pp. 5-7
-
-
DeLuca, A.1
-
19
-
-
77951516228
-
Customer loyalty: toward an integrated conceptual framework
-
Dick, A.S. and Basu, K. (1994), “Customer loyalty: toward an integrated conceptual framework”, Journal of the Academy of Marketing Science, Vol. 22 No. 2, pp. 99-113.
-
(1994)
Journal of the Academy of Marketing Science
, vol.22
, pp. 99-113
-
-
Dick, A.S.1
Basu, K.2
-
20
-
-
0001809402
-
Do customer loyalty programs really work?
-
Dowling, G.R. and Uncles, M. (1997), “Do customer loyalty programs really work?”, Sloan Management Review, Vol. 38 No. 4, pp. 71-82.
-
(1997)
Sloan Management Review
, vol.38
, pp. 71-82
-
-
Dowling, G.R.1
Uncles, M.2
-
21
-
-
33750982808
-
Consumer loyalty: singular, additive or interactive?
-
East, R., Gendall, P., Hammond, K. and Lomax, W. (2005), “Consumer loyalty: singular, additive or interactive?”, Australasian Marketing Journal, Vol. 13 No. 2, pp. 10-26.
-
(2005)
Australasian Marketing Journal
, vol.13
, pp. 10-26
-
-
East, R.1
Gendall, P.2
Hammond, K.3
Lomax, W.4
-
22
-
-
0004140722
-
-
Oxford University, New York, NY.
-
Ehrenberg, A.S.C. (1988), Repeat-Buying: Facts, Theory, and Application, Oxford University, New York, NY.
-
(1988)
Repeat-Buying: Facts, Theory, and Application
-
-
Ehrenberg, A.S.C.1
-
23
-
-
33751219884
-
The relative strength of affective commitment in securing loyalty in service relationships
-
Evanschitzky, H., Gopalkrishnan, R.I., Plassman, H., Niessing, J. and Meffert, H. (2006), “The relative strength of affective commitment in securing loyalty in service relationships”, Journal of Business Research, Vol. 59, pp. 1207-13.
-
(2006)
Journal of Business Research
, vol.59
, pp. 1207-1213
-
-
Evanschitzky, H.1
Gopalkrishnan, R.I.2
Plassman, H.3
Niessing, J.4
Meffert, H.5
-
24
-
-
84993017846
-
A national customer satisfaction barometer: the Swedish experience
-
Fornell, C. (1992), “A national customer satisfaction barometer: the Swedish experience”, Journal of Marketing, Vol. 56, pp. 6-21.
-
(1992)
Journal of Marketing
, vol.56
, pp. 6-21
-
-
Fornell, C.1
-
25
-
-
0030518346
-
The American customer satisfaction index: nature, purpose, and findings
-
Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. and Bryant, B.E. (1996), “The American customer satisfaction index: nature, purpose, and findings”, Journal of Marketing, Vol. 60, pp. 7-18.
-
(1996)
Journal of Marketing
, vol.60
, pp. 7-18
-
-
Fornell, C.1
Johnson, M.D.2
Anderson, E.W.3
Cha, J.4
Bryant, B.E.5
-
27
-
-
34748860334
-
The effect of framing on willingness to buy private brands
-
Gamliel, E. and Herstein, R. (2007), “The effect of framing on willingness to buy private brands”, Journal of Consumer Marketing, Vol. 24 No. 6, pp. 334-9.
-
(2007)
Journal of Consumer Marketing
, vol.24
, pp. 334-339
-
-
Gamliel, E.1
Herstein, R.2
-
28
-
-
0001938953
-
The index of consumer sentiment toward marketing
-
Gaski, J.F. and Etzel, M.J. (1986), “The index of consumer sentiment toward marketing”, Journal of Marketing, Vol. 50, pp. 71-81.
-
(1986)
Journal of Marketing
, vol.50
, pp. 71-81
-
-
Gaski, J.F.1
Etzel, M.J.2
-
29
-
-
0003934397
-
-
Dryden Press, Chicago, IL.
-
Ghosh, A. (1990), Retail Management, 2nd ed., Dryden Press, Chicago, IL.
-
(1990)
Retail Management, 2nd ed.
-
-
Ghosh, A.1
-
30
-
-
0032159339
-
The effect of store name, brand name, and price discounts on consumers' evaluations and purchase intentions
-
Grewal, D., Krishnan, R., Baker, J. and Borin, N. (1998), “The effect of store name, brand name, and price discounts on consumers' evaluations and purchase intentions”, Journal of Retailing, Vol. 74 No. 3, pp. 331-52.
-
(1998)
Journal of Retailing
, vol.74
, pp. 331-352
-
-
Grewal, D.1
Krishnan, R.2
Baker, J.3
Borin, N.4
-
31
-
-
84869571048
-
A service quality model and its marketing implications
-
Gronroos, C. (1984), “A service quality model and its marketing implications”, European Journal Marketing, Vol. 18 No. 4, pp. 36-44.
-
(1984)
European Journal Marketing
, vol.18
, pp. 36-44
-
-
Gronroos, C.1
-
32
-
-
0242622216
-
Valuing customers
-
working paper, Report No. 01-119, Marketing Science Institute, Cambridge, MA.
-
Gupta, S., Lehmann, D.R. and Stuart, J.A. (2001), “Valuing customers”, working paper, Report No. 01-119, Marketing Science Institute, Cambridge, MA.
-
(2001)
-
-
Gupta, S.1
Lehmann, D.R.2
Stuart, J.A.3
-
33
-
-
0001866335
-
Gender and service delivery
-
in Powell, G. (Ed.), Sage, Newbury Park, CA
-
Gutek, B.A., Cherry, B. and Groth, M. (1999), “Gender and service delivery”, in Powell, G. (Ed.), Handbook of Gender and Work, Sage, Newbury Park, CA, pp. 47-68.
-
(1999)
Handbook of Gender and Work
, pp. 47-68
-
-
Gutek, B.A.1
Cherry, B.2
Groth, M.3
-
34
-
-
44649094263
-
Don't think pink
-
Guyette, J.E. (2004), “Don't think pink”, Aftermarket Business, Vol. 114 No. 1, pp. 1, 63-4, 67-8, 70.
-
(2004)
Aftermarket Business
, vol.114
, pp. 1
-
-
Guyette, J.E.1
-
35
-
-
3042693345
-
The four levels of loyalty and the pivotal role of trust: a study of online service dynamics
-
Harris, L.C. and Goode, M.H.M. (2004), “The four levels of loyalty and the pivotal role of trust: a study of online service dynamics”, Journal of Retailing, Vol. 80 No. 2, pp. 139-58.
-
(2004)
Journal of Retailing
, vol.80
, pp. 139-158
-
-
Harris, L.C.1
Goode, M.H.M.2
-
36
-
-
33744786562
-
The role of private branding in improving service quality
-
Herstein, R. and Gamliel, E. (2006), “The role of private branding in improving service quality”, Managing Service Quality, Vol. 16 No. 3, pp. 306-19.
-
(2006)
Managing Service Quality
, vol.16
, pp. 306-319
-
-
Herstein, R.1
Gamliel, E.2
-
37
-
-
84930579845
-
Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters
-
Iacobucci, D. and Ostrom, A. (1993), “Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters”, Journal of Consumer Psychology, Vol. 2 No. 3, pp. 257-86.
-
(1993)
Journal of Consumer Psychology
, vol.2
, pp. 257-286
-
-
Iacobucci, D.1
Ostrom, A.2
-
38
-
-
0003747358
-
-
Wiley, New York, NY.
-
Jacoby, J. and Chestnut, R.W. (1978), Brand Loyalty: Measurement and Management, Wiley, New York, NY.
-
(1978)
Brand Loyalty: Measurement and Management
-
-
Jacoby, J.1
Chestnut, R.W.2
-
39
-
-
0013146939
-
Switching barriers and repurchase intentions in services
-
Jones, M.A., Mothersbaugh, D.L. and Beatty, S.E. (2000), “Switching barriers and repurchase intentions in services”, Journal of Retailing, Vol. 76 No. 2, pp. 259-74.
-
(2000)
Journal of Retailing
, vol.76
, pp. 259-274
-
-
Jones, M.A.1
Mothersbaugh, D.L.2
Beatty, S.E.3
-
40
-
-
32044441620
-
Choice models and customer relationship management
-
Kamakura, W., Mela, C.F., Ansari, A., Bodapati, A., Fader, P., Iyengar, R., Naik, P., Neslin, S., Sun, B., Verhoef, P.C., Wedel, M. and Wilcox, R. (2005), “Choice models and customer relationship management”, Marketing Letters, Vol. 16 Nos 3/4, pp. 279-91.
-
(2005)
Marketing Letters
, vol.16
, pp. 279-291
-
-
Kamakura, W.1
Mela, C.F.2
Ansari, A.3
Bodapati, A.4
Fader, P.5
Iyengar, R.6
Naik, P.7
Neslin, S.8
Sun, B.9
Verhoef, P.C.10
Wedel, M.11
Wilcox, R.12
-
41
-
-
0033095252
-
The impact of task definition on store-attribute saliences and store choice
-
Kenhove, P.V., de Wulf, K. and Waterschoot, W.V. (1999), “The impact of task definition on store-attribute saliences and store choice”, Journal of Retailing, Vol. 75 No. 1, pp. 125-37.
-
(1999)
Journal of Retailing
, vol.75
, pp. 125-137
-
-
Kenhove, P.V.1
de Wulf, K.2
Waterschoot, W.V.3
-
42
-
-
84992997158
-
Inter-relationships among store images, store satisfaction, and store loyalty among Korea discount retail patrons
-
Koo, D.-M. (2003), “Inter-relationships among store images, store satisfaction, and store loyalty among Korea discount retail patrons”, Asia Pacific Journal of Marketing and Logistics, Vol. 15 No. 4, pp. 42-71.
-
(2003)
Asia Pacific Journal of Marketing and Logistics
, vol.15
, pp. 42-71
-
-
Koo, D.-M.1
-
43
-
-
33344464411
-
The role of price-matching characteristics in influencing store loyalty
-
Kukar-Kinney, M. (2006), “The role of price-matching characteristics in influencing store loyalty”, Journal of Business Research, Vol. 59 No. 4, pp. 475-82.
-
(2006)
Journal of Business Research
, vol.59
, pp. 475-482
-
-
Kukar-Kinney, M.1
-
44
-
-
17844376758
-
Building and sustaining profitable customer loyalty for the 21st century
-
Kumar, V. and Shah, D. (2004), “Building and sustaining profitable customer loyalty for the 21st century”, Journal of Retailing, Vol. 80 No. 4, pp. 317-30.
-
(2004)
Journal of Retailing
, vol.80
, pp. 317-330
-
-
Kumar, V.1
Shah, D.2
-
45
-
-
0037507617
-
Share of wallet in retailing: the effects of customer satisfaction, loyalty cards, and shopper characteristics
-
Magi, A.W. (2003), “Share of wallet in retailing: the effects of customer satisfaction, loyalty cards, and shopper characteristics”, Journal of Retailing, Vol. 79 No. 2, pp. 97-106.
-
(2003)
Journal of Retailing
, vol.79
, pp. 97-106
-
-
Magi, A.W.1
-
46
-
-
84993105302
-
Customer relationship management: customer behavior, organizational challenges, and econometric models
-
paper presented at Conference Summary. working paper series, Report No. 02-102, Marketing Science Institute, Cambridge, MA.
-
Marketing Science Institute (2002a), “Customer relationship management: customer behavior, organizational challenges, and econometric models”, paper presented at Conference Summary. working paper series, Report No. 02-102, Marketing Science Institute, Cambridge, MA.
-
(2002)
-
-
-
47
-
-
84993105305
-
Customer relationship management: strategies and company-wide implementation
-
paper presented at Conference Summary. working paper series, report 02-112, Marketing Science Institute, Cambridge, MA.
-
Marketing Science Institute (2002b), “Customer relationship management: strategies and company-wide implementation”, paper presented at Conference Summary. working paper series, report 02-112, Marketing Science Institute, Cambridge, MA.
-
(2002)
-
-
-
48
-
-
34250306020
-
Corporate brand image, satisfaction and store loyalty: a study of the store as a brand, store brands and manufacturer brands
-
Martenson, R. (2007), “Corporate brand image, satisfaction and store loyalty: a study of the store as a brand, store brands and manufacturer brands”, International Journal of Retail & Distribution Management, Vol. 35 No. 7, pp. 544-55.
-
(2007)
International Journal of Retail & Distribution Management
, vol.35
, pp. 544-555
-
-
Martenson, R.1
-
49
-
-
0036810721
-
A longitudinal study of complaining customers' evaluations of multiple service failures
-
Maxham, J.G. and Netemeyer, R.G. (2002), “A longitudinal study of complaining customers' evaluations of multiple service failures”, Journal of Marketing, Vol. 66, pp. 57-71.
-
(2002)
Journal of Marketing
, vol.66
, pp. 57-71
-
-
Maxham, J.G.1
Netemeyer, R.G.2
-
50
-
-
20144381989
-
Shoppers' satisfaction levels are not the only key to store loyalty
-
Miranda, M.J., Konya, L. and Havrila, I. (2005), “Shoppers' satisfaction levels are not the only key to store loyalty”, Marketing Intelligence & Planning, Vol. 23 No. 2, pp. 220-32.
-
(2005)
Marketing Intelligence & Planning
, vol.23
, pp. 220-232
-
-
Miranda, M.J.1
Konya, L.2
Havrila, I.3
-
51
-
-
0035530178
-
Satisfaction repurchase intent, and repurchase behavior: investigating the moderating effect of customer characteristics
-
Mittal, V. and Kamakura, W.A. (2001), “Satisfaction repurchase intent, and repurchase behavior: investigating the moderating effect of customer characteristics”, Journal of Marketing Research, Vol. 38, pp. 131-42.
-
(2001)
Journal of Marketing Research
, vol.38
, pp. 131-142
-
-
Mittal, V.1
Kamakura, W.A.2
-
52
-
-
33748193022
-
Drivers of local merchant loyalty: understanding the influence of gender and shopping motives
-
Noble, S.M., Griffith, D.A. and Adjei, M.T. (2006), “Drivers of local merchant loyalty: understanding the influence of gender and shopping motives”, Journal of Retailing, Vol. 82 No. 3, pp. 177-88.
-
(2006)
Journal of Retailing
, vol.82
, pp. 177-188
-
-
Noble, S.M.1
Griffith, D.A.2
Adjei, M.T.3
-
53
-
-
0003528130
-
-
McGraw-Hill, New York, NY.
-
Nunnally, J.C. and Bernstein, I.H. (1994), Psychometric Theory, McGraw-Hill, New York, NY.
-
(1994)
Psychometric Theory
-
-
Nunnally, J.C.1
Bernstein, I.H.2
-
54
-
-
0442311244
-
The impact of quality on store loyalty: a contingency approach
-
Odekerken-Schroder, G., de Wulf, K., Kasper, H., Kleinjnen, M., Hoekstra, J. and Commandeur, H. (2001), “The impact of quality on store loyalty: a contingency approach”, Total Quality Management, Vol. 12 No. 3, pp. 307-22.
-
(2001)
Total Quality Management
, vol.12
, pp. 307-322
-
-
Odekerken-Schroder, G.1
de Wulf, K.2
Kasper, H.3
Kleinjnen, M.4
Hoekstra, J.5
Commandeur, H.6
-
55
-
-
0042424936
-
Conceptual and operational aspects of brand loyalty: an empirical investigation
-
Odin, Y., Odin, N. and Valette-Florence, P. (2001), “Conceptual and operational aspects of brand loyalty: an empirical investigation”, Journal of Business Research, Vol. 53 No. 2, pp. 75-84.
-
(2001)
Journal of Business Research
, vol.53
, pp. 75-84
-
-
Odin, Y.1
Odin, N.2
Valette-Florence, P.3
-
56
-
-
84992945101
-
Cognitive affective, and attribute bases of the satisfaction response
-
Oliver, R.L. (1993), “Cognitive affective, and attribute bases of the satisfaction response”, Journal of Consumer Research, Vol. 20, pp. 418-30.
-
(1993)
Journal of Consumer Research
, vol.20
, pp. 418-430
-
-
Oliver, R.L.1
-
57
-
-
0033439536
-
Whence consumer loyalty?
-
Oliver, R.L. (1999), “Whence consumer loyalty?”, Journal of Marketing, Vol. 63, pp. 33-44 (special issue).
-
(1999)
Journal of Marketing
, vol.63
, pp. 33-44
-
-
Oliver, R.L.1
-
58
-
-
0037783361
-
Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty
-
Olsen, S.O. (2002), “Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty”, Journal of the Academy of Marketing Science, Vol. 30 No. 3, pp. 240-9.
-
(2002)
Journal of the Academy of Marketing Science
, vol.30
, pp. 240-249
-
-
Olsen, S.O.1
-
59
-
-
84993065283
-
Refinement and reassessment of the SERVQUAL scale
-
Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991), “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol. 67 No. 4, pp. 420-50.
-
(1991)
Journal of Retailing
, vol.67
, pp. 420-450
-
-
Parasuraman, A.1
Berry, L.L.2
Zeithaml, V.A.3
-
60
-
-
0031280680
-
Gender differences in risk behavior in financial decision-making: an experimental analysis
-
Powell, M. and Ansic, D. (1997), “Gender differences in risk behavior in financial decision-making: an experimental analysis”, Journal of Economic Psychology, Vol. 18 No. 6, pp. 605-29.
-
(1997)
Journal of Economic Psychology
, vol.18
, pp. 605-629
-
-
Powell, M.1
Ansic, D.2
-
62
-
-
0025486182
-
Zero defections: quality comes to services
-
Reichheld, F. and Sasser, W.E. Jr (1990), “Zero defections: quality comes to services”, Harvard Business Review, Vol. 68, pp. 105-11.
-
(1990)
Harvard Business Review
, vol.68
, pp. 105-111
-
-
Reichheld, F.1
Sasser, W.E.2
-
63
-
-
1842554865
-
Return on marketing: using customer equity to focus marketing strategy
-
Rust, R.T., Lemon, K.N. and Zeithaml, V.A. (2004), “Return on marketing: using customer equity to focus marketing strategy”, Journal of Marketing, Vol. 68 No. 1, pp. 109-27.
-
(2004)
Journal of Marketing
, vol.68
, pp. 109-127
-
-
Rust, R.T.1
Lemon, K.N.2
Zeithaml, V.A.3
-
64
-
-
85171264387
-
An examination of the effect of product performance on brand reputation, satisfaction and loyalty
-
Selnes, F. (1993), “An examination of the effect of product performance on brand reputation, satisfaction and loyalty”, European Journal of Marketing, Vol. 27 No. 9, pp. 19-35.
-
(1993)
European Journal of Marketing
, vol.27
, pp. 19-35
-
-
Selnes, F.1
-
65
-
-
0032084441
-
A model of consumer perceptions and store loyalty intentions for a supermarket retailer
-
Sirohi, N., McLaughlin, E.W. and Wittink, D.R. (1998), “A model of consumer perceptions and store loyalty intentions for a supermarket retailer”, Journal of Retailing, Vol. 74, pp. 223-45.
-
(1998)
Journal of Retailing
, vol.74
, pp. 223-245
-
-
Sirohi, N.1
McLaughlin, E.W.2
Wittink, D.R.3
-
66
-
-
84986064573
-
An examination of the relationship between service quality, customer satisfaction, and store loyalty
-
Sivadas, E. and Baker-Prewitt, J.L. (2000), “An examination of the relationship between service quality, customer satisfaction, and store loyalty”, International Journal of Retail & Distribution Management, Vol. 28 No. 2, pp. 73-82.
-
(2000)
International Journal of Retail & Distribution Management
, vol.28
, pp. 73-82
-
-
Sivadas, E.1
Baker-Prewitt, J.L.2
-
67
-
-
0000688628
-
The increasing power of store brands: building loyalty and market share
-
Steencamp, J.-B.E.M. and Dekimpe, M.G. (1997), “The increasing power of store brands: building loyalty and market share”, Longe Range Planning, Vol. 30 No. 6, pp. 917-30.
-
(1997)
Longe Range Planning
, vol.30
, pp. 917-930
-
-
Steencamp, J.-B.E.M.1
Dekimpe, M.G.2
-
68
-
-
0031138957
-
What evokes the brand or store? Consumer research on accessibility theory applied to modeling primary choice
-
Thelen, E.M. and Woodside, A.G. (1997), “What evokes the brand or store? Consumer research on accessibility theory applied to modeling primary choice”, International Journal of Research in Marketing, Vol. 14, pp. 125-45.
-
(1997)
International Journal of Research in Marketing
, vol.14
, pp. 125-145
-
-
Thelen, E.M.1
Woodside, A.G.2
-
69
-
-
34250637721
-
Are the determinants of bank loyalty brand specific?
-
Veloutsou, C., Daskou, S. and Daskou, A. (2004), “Are the determinants of bank loyalty brand specific?”, Journal of Financial Services Marketing, Vol. 9 No. 2, pp. 113-25.
-
(2004)
Journal of Financial Services Marketing
, vol.9
, pp. 113-125
-
-
Veloutsou, C.1
Daskou, S.2
Daskou, A.3
-
70
-
-
84986037879
-
A lifestyle choice? Evaluating the motives of do-it-yourself (DIY) consumers
-
Williams, C.C. (2004), “A lifestyle choice? Evaluating the motives of do-it-yourself (DIY) consumers”, International Journal of Retail & Distribution Management, Vol. 32 No. 5, pp. 270-8.
-
(2004)
International Journal of Retail & Distribution Management
, vol.32
, pp. 270-278
-
-
Williams, C.C.1
-
71
-
-
51249177090
-
The halo effect in store image measurement
-
Wu, B.T.W. and Petroshius, S.M. (1987), “The halo effect in store image measurement”, Journal of the Academy of Marketing Science, Vol. 15, pp. 44-51.
-
(1987)
Journal of the Academy of Marketing Science
, vol.15
, pp. 44-51
-
-
Wu, B.T.W.1
Petroshius, S.M.2
-
72
-
-
84993093094
-
A synergistic problem-solving approach to meeting challenges in retail organizations
-
Yasin, M. and Yavas, U. (2003), “A synergistic problem-solving approach to meeting challenges in retail organizations”, Marketing Intelligence & Planning, Vol. 21 No. 1, pp. 45-50.
-
(2003)
Marketing Intelligence & Planning
, vol.21
, pp. 45-50
-
-
Yasin, M.1
Yavas, U.2
-
73
-
-
85023534152
-
Customer complaints and organizational responses: a study of hotel guests in northern Cyprus
-
Yavas, U., Karatepe, O.M., Babakus, E. and Avci, T. (2004), “Customer complaints and organizational responses: a study of hotel guests in northern Cyprus”, Journal of Hospitality & Leisure Marketing, Vol. 11 Nos 2/3, pp. 31-46.
-
(2004)
Journal of Hospitality & Leisure Marketing
, vol.11
, pp. 31-46
-
-
Yavas, U.1
Karatepe, O.M.2
Babakus, E.3
Avci, T.4
-
74
-
-
23044518118
-
Service quality, profitability, and the economic worth of customers: what we know and what we need to know
-
Zeithaml, V.A. (2000), “Service quality, profitability, and the economic worth of customers: what we know and what we need to know”, Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 67-85.
-
(2000)
Journal of the Academy of Marketing Science
, vol.28
, pp. 67-85
-
-
Zeithaml, V.A.1
-
75
-
-
0030548125
-
The behavioral consequences of service quality
-
Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), “The behavioral consequences of service quality”, Journal of Marketing, Vol. 60, pp. 31-46.
-
(1996)
Journal of Marketing
, vol.60
, pp. 31-46
-
-
Zeithaml, V.A.1
Berry, L.L.2
Parasuraman, A.3
-
76
-
-
1842789610
-
Relative attitudes and commitment in customer loyalty models: some experiences in the commercial airline industry
-
Zins, A. (2001), “Relative attitudes and commitment in customer loyalty models: some experiences in the commercial airline industry”, International Journal of Service Industry Management, Vol. 12 No. 3, pp. 269-94.
-
(2001)
International Journal of Service Industry Management
, vol.12
, pp. 269-294
-
-
Zins, A.1
|