Distinctions between new and loyal customers

Marketing Research

Volumn 12, Issue 1, 2000, Pages 26-32

  Mittal, Vikas ^a   Katrichis, Jerome M ^b  

^a UNIVERSITY OF PITTSBURGH   (United States)

^b UNIVERSITY OF HARTFORD   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 77449106261     PISSN: 10408460     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (6)

1. Bolton, Ruth N. and Katherine N. Lemon (1999), "A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction," Journal of Marketing Research, 36 (2), 171-86.
2. Hansen, David E. and Peter J. Danaher (1999), "Inconsistent Performance During the Service Encounter: What's a Good Start Worth?" Journal of Service Research, 1 (February), 227-35.
3. Hanson, Randy (1992), "Determining Attribute Importance," Quirk's Marketing Research Review, 6 (October), 16-8.
4. Mittal, Vikas, Pankaj Kumar and Michael Tsiros (1999), "Attribute Performance Satisfaction, and Behavioral Intentions Over Time: A Consumption System Approach," Journal of Marketing, 63 (April), 88-101.
5. -, Jerome M. Katrichis, Frank E. Forkin, and Mark Konkel (1993), "Does Satisfaction with Multi-attribute Products Vary Over Time? A Performance Based Approach," Advances in Consumer Research, Chris T. Allen and Deborah Roedder John (eds.). vol. 21, 412-17.
6. Rust, Roland T., Anthony I. Zahorik, and Timothy L. Keiningham (1995), "Return on Quality (ROQ): Making Service Quality Financially Accountable," Journal of Marketing, 59 (April), 58-70.