-
1
-
-
85032070495
-
Customer retention management: A reflection of theory and practice
-
Ahmad, R. and Buttle, F. (2002), "Customer retention management: a reflection of theory and practice" in Marketing Intelligence & Planning, Vol. 20, No. 3, pp. 149-61.
-
(2002)
Marketing Intelligence & Planning
, vol.20
, Issue.3
, pp. 149-161
-
-
Ahmad, R.1
Buttle, F.2
-
2
-
-
20444405530
-
The antecedents and consequences of customer satisfaction for firms
-
Andersen, E. and Sullivan, M. (1993), "The antecedents and consequences of customer satisfaction for firms" in Marketing Science, Vol. 12, pp. 125-43.
-
(1993)
Marketing Science
, vol.12
, pp. 125-143
-
-
Andersen, E.1
Sullivan, M.2
-
3
-
-
39149083626
-
Modelling of customer retention in multi-format retailing
-
Arrondo, E., Berne, C., Mugica, J.M. and Rivera, P. (2002), "Modelling of customer retention in multi-format retailing" in International Review of Retail, Distribution & Consumer Research, Vol. 12, No. 3, pp. 281-96.
-
(2002)
International Review of Retail, Distribution & Consumer Research
, vol.12
, Issue.3
, pp. 281-296
-
-
Arrondo, E.1
Berne, C.2
Mugica, J.M.3
Rivera, P.4
-
4
-
-
0001944139
-
Customers' motivations for maintaining relationships with service providers
-
Bendapudi, N. and Berry, L. (1997), "Customers' motivations for maintaining relationships with service providers" in Journal of Retailing, Vol. 73, No. 1, pp. 15-37.
-
(1997)
Journal of Retailing
, vol.73
, Issue.1
, pp. 15-37
-
-
Bendapudi, N.1
Berry, L.2
-
5
-
-
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" in European Journal of Marketing, Vol. 32, Nos 5/6, pp. 499-513.
-
(1998)
European Journal of Marketing
, vol.32
, Issue.5-6
, pp. 499-513
-
-
Bloemer, J.1
de Ruyter, K.2
-
6
-
-
85133461838
-
Linking perceived service loyalty and service quality: A multi-dimensional perspective
-
Bloemer, J., de Ruyter, K. and Wetzels, M. (1999), "Linking perceived service loyalty and service quality: a multi-dimensional perspective" in European Journal of Marketing, Vol. 33, Nos 11/12, pp. 1082-106.
-
(1999)
European Journal of Marketing
, vol.33
, Issue.11-12
, pp. 1082-1106
-
-
Bloemer, J.1
de Ruyter, K.2
Wetzels, M.3
-
7
-
-
0003834662
-
-
McGraw-Hill, Maidenhead
-
Blumberg, B., Cooper, D. and Schindler, P. (2005), Business Research Methods, McGraw-Hill, Maidenhead.
-
(2005)
Business Research Methods
-
-
Blumberg, B.1
Cooper, D.2
Schindler, P.3
-
8
-
-
0042916415
-
A dynamic process model of service quality: From expectations to behavioural intentions
-
Boulding, W., Staelin, R., Kalra, A. and Zeithaml, V. (1993), "A dynamic process model of service quality: from expectations to behavioural intentions" in Journal of Marketing Research, Vol. 30, pp. 7-27.
-
(1993)
Journal of Marketing Research
, vol.30
, pp. 7-27
-
-
Boulding, W.1
Staelin, R.2
Kalra, A.3
Zeithaml, V.4
-
10
-
-
0000180630
-
Relationship marketing in consumer markets
-
Christy, R., Oliver, G. and Penn, J. (1996), "Relationship marketing in consumer markets" in Journal of Marketing Management, Vol. 12, pp. 175-87.
-
(1996)
Journal of Marketing Management
, vol.12
, pp. 175-187
-
-
Christy, R.1
Oliver, G.2
Penn, J.3
-
11
-
-
77955290094
-
Intra- and Inter-format competition among discounters and supermarkets
-
available at: (accessed 27 February 2009)
-
Cleeren, K., Verboven, F., Dekimpe, M.G. and Gielens, K. (2008), "Intra- and Inter-format competition among discounters and supermarkets", available at: www.econ.kuleuven.be/public/NDBAD83/Frank/Papers/Cleeren,%20Verboven,%20Dekimpe%20&%20Gielens,%202008.pdf (accessed 27 February 2009).
-
(2008)
-
-
Cleeren, K.1
Verboven, F.2
Dekimpe, M.G.3
Gielens, K.4
-
12
-
-
77955294176
-
-
Routledge, London
-
Dawson, J., Findlay, A. and Sparks, L. (2008), The Retailing Reader, Routledge, London.
-
(2008)
The Retailing Reader
-
-
Dawson, J.1
Findlay, A.2
Sparks, L.3
-
13
-
-
0031498514
-
Decline and variability in brand loyalty
-
Dekimpe, M.G., Steenkamp, J.B.E.M., Mellens, M. and Abeele, P.V. (1997), "Decline and variability in brand loyalty" in International Journal of Research in Marketing, Vol. 14, No. 5, pp. 405-20.
-
(1997)
International Journal of Research in Marketing
, vol.14
, Issue.5
, pp. 405-420
-
-
Dekimpe, M.G.1
Steenkamp, J.B.E.M.2
Mellens, M.3
Abeele, P.V.4
-
15
-
-
0035637894
-
Investments in consumer relationships: A cross country and cross industry exploration
-
De Wulf, K. and Odekerken-Schroder, G. (2001), "Investments in consumer relationships: a cross country and cross industry exploration" in Journal of Marketing, Vol. 65, No. 4, pp. 33-50.
-
(2001)
Journal of Marketing
, vol.65
, Issue.4
, pp. 33-50
-
-
de Wulf, K.1
Odekerken-Schroder, G.2
-
16
-
-
17144382175
-
Investments in consumer relationship: A critical reassessment and model extension
-
De Wulf, K., Odekerken-Schroder, G. and van Kenhove, P. (2003), "Investments in consumer relationship: a critical reassessment and model extension" in International Review of Retail Distribution and Consumer Research, Vol. 13, No. 3, pp. 245-61.
-
(2003)
International Review of Retail Distribution and Consumer Research
, vol.13
, Issue.3
, pp. 245-261
-
-
de Wulf, K.1
Odekerken-Schroder, G.2
van Kenhove, P.3
-
17
-
-
77951516228
-
Customer loyalty: Toward an integrated conceptual framework
-
Dick, A. and Basu, K. (1994), "Customer loyalty: toward an integrated conceptual framework" in Journal of the Academy of Marketing Science, Vol. 22, No. 2, pp. 99-113.
-
(1994)
Journal of the Academy of Marketing Science
, vol.22
, Issue.2
, pp. 99-113
-
-
Dick, A.1
Basu, K.2
-
18
-
-
0035998159
-
Customer relationship management: In B2C markets, often less is more
-
Dowling, G. (2002), "Customer relationship management: in B2C markets, often less is more" in California Management Review, Vol. 44, No. 3, pp. 87-104.
-
(2002)
California Management Review
, vol.44
, Issue.3
, pp. 87-104
-
-
Dowling, G.1
-
19
-
-
0001809402
-
Do customer loyalty programs really work?
-
Dowling, G. and Uncles, M. (1997), "Do customer loyalty programs really work?" in Sloan Management Review, Vol. 38, pp. 71-82.
-
(1997)
Sloan Management Review
, vol.38
, pp. 71-82
-
-
Dowling, G.1
Uncles, M.2
-
20
-
-
0347014948
-
Valuing marketing's contribution
-
Doyle, P. (2000), "Valuing marketing's contribution" in European Management Journal, Vol. 18, No. 3, pp. 233-45.
-
(2000)
European Management Journal
, vol.18
, Issue.3
, pp. 233-245
-
-
Doyle, P.1
-
21
-
-
30744478998
-
Value effects of corporate consolidation in European retailing
-
Dragun, D. and Howard, E. (2003), "Value effects of corporate consolidation in European retailing" in International Journal of Retail & Distribution Management, Vol. 31, No. 1, pp. 42-54.
-
(2003)
International Journal of Retail & Distribution Management
, vol.31
, Issue.1
, pp. 42-54
-
-
Dragun, D.1
Howard, E.2
-
22
-
-
84986180793
-
Internal and external factors which affect customer loyalty
-
Duffy, D.L. (2003), "Internal and external factors which affect customer loyalty" in Journal of Consumer Marketing, Vol. 20, No. 5, pp. 480-5.
-
(2003)
Journal of Consumer Marketing
, vol.20
, Issue.5
, pp. 480-485
-
-
Duffy, D.L.1
-
23
-
-
0001932429
-
Developing buyer seller relationships
-
Dwyer, F.R., Schurr, P.H. and Oh, S. (1987), "Developing buyer seller relationships" in Journal of Marketing, Vol. 51, pp. 11-27.
-
(1987)
Journal of Marketing
, vol.51
, pp. 11-27
-
-
Dwyer, F.R.1
Schurr, P.H.2
Oh, S.3
-
25
-
-
0002469577
-
A national customer satisfaction barometer: The Swedish experience
-
Fornell, C. (1992), "A national customer satisfaction barometer: the Swedish experience" in Journal of Marketing, Vol. 55, pp. 1-21.
-
(1992)
Journal of Marketing
, vol.55
, pp. 1-21
-
-
Fornell, C.1
-
26
-
-
0031699536
-
What does your customer really want?
-
Fredericks, J.O. and Salter, J.M. (1998), "What does your customer really want?" in Quality Progress, Jaunary, pp. 63-8.
-
(1998)
Quality Progress
, Issue.Jaunary
, pp. 63-68
-
-
Fredericks, J.O.1
Salter, J.M.2
-
27
-
-
0442310590
-
The relationship between customer satisfaction and loyalty: Cross industry differences
-
Gronholdt, L., Martensen, A. and Kristensen, K. (2000), "The relationship between customer satisfaction and loyalty: cross industry differences" in Total Quality Management, Vol. 11, Nos 4/6, pp. 509-14.
-
(2000)
Total Quality Management
, vol.11
, Issue.4-6
, pp. 509-514
-
-
Gronholdt, L.1
Martensen, A.2
Kristensen, K.3
-
28
-
-
84905082651
-
From marketing mix to relationship marketing. Towards a paradigm shift in marketing
-
Gronroos, C. (1994), "From marketing mix to relationship marketing. Towards a paradigm shift in marketing" in Management Decision, Vol. 32, No. 2, pp. 4-20.
-
(1994)
Management Decision
, vol.32
, Issue.2
, pp. 4-20
-
-
Gronroos, C.1
-
31
-
-
0032395145
-
Relational benefits in services industries: The customer's perspective
-
Gwinner, K.P., Gremler, D.D. and Bitner, M.J. (1998), "Relational benefits in services industries: the customer's perspective" in Academy of Marketing Science, Vol. 26, No. 2, pp. 101-14.
-
(1998)
Academy of Marketing Science
, vol.26
, Issue.2
, pp. 101-114
-
-
Gwinner, K.P.1
Gremler, D.D.2
Bitner, M.J.3
-
32
-
-
84992769402
-
Understanding relationship marketing outcomes: An integration of relational benefits and relational
-
Hennig-Thurau, T., Gwinner, K.P. and Gremier, D.D. (2002), "Understanding relationship marketing outcomes: an integration of relational benefits and relational" in Quality Journal of Service Research, Vol. 4, No. 3, pp. 230-48.
-
(2002)
Quality Journal of Service Research
, vol.4
, Issue.3
, pp. 230-248
-
-
Hennig-Thurau, T.1
Gwinner, K.P.2
Gremier, D.D.3
-
33
-
-
84986136483
-
Service loyalty: Implications for service providers
-
Javalgi, R. and Moberg, C.R. (1997), "Service loyalty: implications for service providers" in Journal of Services Marketing, Vol. 11, No. 3, pp. 165-79.
-
(1997)
Journal of Services Marketing
, vol.11
, Issue.3
, pp. 165-179
-
-
Javalgi, R.1
Moberg, C.R.2
-
34
-
-
0038252832
-
Customer satisfaction, loyalty and the trust environment
-
Johnson, M.D. and Auh, S. (1998), "Customer satisfaction, loyalty and the trust environment" in Advances in Consumer Research, Vol. 25, pp. 15-20.
-
(1998)
Advances in Consumer Research
, vol.25
, pp. 15-20
-
-
Johnson, M.D.1
Auh, S.2
-
35
-
-
2142770183
-
Customer portfolio management: Towards a dynamic theory of exchange relationships
-
Johnson, M.D. and Selnes, F. (2004), "Customer portfolio management: towards a dynamic theory of exchange relationships" in Journal of Marketing, Vol. 68, pp. 1-17.
-
(2004)
Journal of Marketing
, vol.68
, pp. 1-17
-
-
Johnson, M.D.1
Selnes, F.2
-
36
-
-
0242383901
-
A re-examination of the commitment-trust theory
-
Gemunden, H.G., Ritter, T., Walter, A. (Eds.), Pergamon Press, Oxford
-
Kalafatis, S.P. and Millar, H. (1998), "A re-examination of the commitment-trust theory" in Gemunden, H.G., Ritter, T. and Walter, A. (Eds.), Relationships and Networks in International Markets, Pergamon Press, Oxford, pp. 213-27.
-
(1998)
Relationships and Networks in International Markets
, pp. 213-227
-
-
Kalafatis, S.P.1
Millar, H.2
-
37
-
-
0242348061
-
Competitive advantage through anticipation, innovation and relationships
-
Kandamully, J. and Duddy, R. (1999), "Competitive advantage through anticipation, innovation and relationships" in Management Decision, Vol. 37, No. 1, pp. 51-6.
-
(1999)
Management Decision
, vol.37
, Issue.1
, pp. 51-56
-
-
Kandamully, J.1
Duddy, R.2
-
38
-
-
0007447110
-
Loyalty-based segmentation and the customer development process
-
Knox, S. (1998), "Loyalty-based segmentation and the customer development process" in European Management Journal, Vol. 16, No. 6, pp. 729-37.
-
(1998)
European Management Journal
, vol.16
, Issue.6
, pp. 729-737
-
-
Knox, S.1
-
39
-
-
77955284830
-
Method for the millennium
-
Kotler, P. (1997), "Method for the millennium" in Marketing Business, February, pp. 26-7.
-
(1997)
Marketing Business
, Issue.February
, pp. 26-27
-
-
Kotler, P.1
-
43
-
-
0033229179
-
Relationship-based competitive advantage: The role of relationship marketing in marketing strategy
-
Morgan, R.M. and Hunt, S. (1999), "Relationship-based competitive advantage: the role of relationship marketing in marketing strategy" in Journal of Business Research, Vol. 46, No. 3, pp. 281-90.
-
(1999)
Journal of Business Research
, vol.46
, Issue.3
, pp. 281-290
-
-
Morgan, R.M.1
Hunt, S.2
-
44
-
-
21344475322
-
The commitment-trust theory of relationship marketing
-
Morgan, R.M. and Hunt, S.D. (1994), "The commitment-trust theory of relationship marketing" in Journal of Marketing, Vol. 58, pp. 20-38.
-
(1994)
Journal of Marketing
, vol.58
, pp. 20-38
-
-
Morgan, R.M.1
Hunt, S.D.2
-
45
-
-
0000396442
-
A cognitive model of the antecedents and consequences of satisfaction decisions
-
Oliver, R. (1980), "A cognitive model of the antecedents and consequences of satisfaction decisions" in Journal of Marketing Research, Vol. 17, pp. 460-9.
-
(1980)
Journal of Marketing Research
, vol.17
, pp. 460-469
-
-
Oliver, R.1
-
46
-
-
0033439536
-
Whence customer loyalty
-
(special issue)
-
Oliver, R. (1999), "Whence customer loyalty" in Journal of Marketing, Vol. 63, pp. 33-44, (special issue).
-
(1999)
Journal of Marketing
, vol.63
, pp. 33-44
-
-
Oliver, R.1
-
47
-
-
0011860466
-
The domain and conceptual foundations of relationship marketing
-
Sheth, S.N, Parvatiyar, A. (Eds.), Sage, Thousand Oaks, CA
-
Parvatiyar, A. and Sheth, S.N. (2000), "The domain and conceptual foundations of relationship marketing" Sheth, S.N and Parvatiyar, A. (Eds.), Handbook of Relationship Marketing, Sage, Thousand Oaks, CA.
-
(2000)
Handbook of Relationship Marketing
-
-
Parvatiyar, A.1
Sheth, S.N.2
-
48
-
-
0004125095
-
-
Butterworth-Heinemann, Oxford
-
Payne, A., Christopher, M. and Peck, H. (1995), Relationship Marketing for Competitive Advantage: Winning and Keeping Customers, Butterworth-Heinemann, Oxford.
-
(1995)
Relationship Marketing for Competitive Advantage: Winning and Keeping Customers
-
-
Payne, A.1
Christopher, M.2
Peck, H.3
-
49
-
-
0011474093
-
A new marketing paradigm
-
Peppers, D. and Rogers, M. (1995), "A new marketing paradigm" in Planning Review, Vol. 23, No. 2, pp. 14-8.
-
(1995)
Planning Review
, vol.23
, Issue.2
, pp. 14-18
-
-
Peppers, D.1
Rogers, M.2
-
50
-
-
0001564234
-
Do you want to keep your customers forever?
-
Pine, B.J., Peppers, D. and Rogers, M. (1995), "Do you want to keep your customers forever?" in Harvard Business Review, March-April, pp. 103-14.
-
(1995)
Harvard Business Review
, Issue.March-April
, pp. 103-114
-
-
Pine, B.J.1
Peppers, D.2
Rogers, M.3
-
51
-
-
77955291867
-
Relationship marketing and retailing: Comfortable bedfellows?
-
Pressey, A.D. and Mathews, B.P. (1998), "Relationship marketing and retailing: comfortable bedfellows?" in International Journal of Customer Relationship Management, Vol. 1, No. 1, pp. 39-53.
-
(1998)
International Journal of Customer Relationship Management
, vol.1
, Issue.1
, pp. 39-53
-
-
Pressey, A.D.1
Mathews, B.P.2
-
52
-
-
84986078195
-
Barriers to relationship marketing in consumer retailing
-
Pressey, A.D. and Mathews, B.P. (2000), "Barriers to relationship marketing in consumer retailing" in Journal of Services Marketing, Vol. 14, No. 3, pp. 272-86.
-
(2000)
Journal of Services Marketing
, vol.14
, Issue.3
, pp. 272-286
-
-
Pressey, A.D.1
Mathews, B.P.2
-
53
-
-
0003837878
-
-
Harvard Business School Press, Boston, MA
-
Reichheld, F.F. (1996), The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value, Harvard Business School Press, Boston, MA.
-
(1996)
The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value
-
-
Reichheld, F.F.1
-
54
-
-
0025486182
-
Zero defections: Quality comes to services
-
Reichheld, F.F. and Sasser, W.E. Jr (1990), "Zero defections: quality comes to services" in Harvard Business Review, Vol. 68, No. 5, pp. 105-11.
-
(1990)
Harvard Business Review
, vol.68
, Issue.5
, pp. 105-111
-
-
Reichheld, F.F.1
Sasser Jr., W.E.2
-
55
-
-
0034360983
-
On the profitability of long-life customers in a non-contractual setting: An empirical investigation and implications for marketing
-
Reinartz, W.J. and Kumar, V. (2000), "On the profitability of long-life customers in a non-contractual setting: an empirical investigation and implications for marketing" in Journal of Marketing, Vol. 64, pp. 17-35.
-
(2000)
Journal of Marketing
, vol.64
, pp. 17-35
-
-
Reinartz, W.J.1
Kumar, V.2
-
56
-
-
0036636299
-
The mismanagement of customer loyalty
-
Reinartz, W.J. and Kumar, V. (2002), "The mismanagement of customer loyalty" in Harvard Business Review, Vol. 80, No. 7, pp. 86-94.
-
(2002)
Harvard Business Review
, vol.80
, Issue.7
, pp. 86-94
-
-
Reinartz, W.J.1
Kumar, V.2
-
57
-
-
0004108523
-
-
Sage, London
-
Remenyi, D., Williams, B., Money, A. and Swartz, E. (1998), Doing Research in Business and Management, Sage, London.
-
(1998)
Doing Research in Business and Management
-
-
Remenyi, D.1
Williams, B.2
Money, A.3
Swartz, E.4
-
58
-
-
0033092548
-
Customer benefits and company consequences of customer-salesperson relationships in retailing
-
Reynolds, K.E. and Beatty, S.E. (1999), "Customer benefits and company consequences of customer-salesperson relationships in retailing" in Journal of Retailing, Vol. 75, No. 1, pp. 11-32.
-
(1999)
Journal of Retailing
, vol.75
, Issue.1
, pp. 11-32
-
-
Reynolds, K.E.1
Beatty, S.E.2
-
60
-
-
0002345345
-
Service Quality: Insights and managerial implications from the frontier
-
Rust, R.T., Oliver, R.L. (Eds.), Sage, London
-
Rust, R.T. and Oliver, R.L. (1994), "Service Quality: insights and managerial implications from the frontier" in Rust, R.T. and Oliver, R.L. (Eds.), Service Quality: New Directions in Theory and Practice, Sage, London, pp. 241-68.
-
(1994)
Service Quality: New Directions in Theory and Practice
, pp. 241-268
-
-
Rust, R.T.1
Oliver, R.L.2
-
61
-
-
4243102083
-
Making customers pay: Measuring and managing risk and returns
-
Ryals, L. (2003), "Making customers pay: measuring and managing risk and returns" in Journal of Strategic Marketing, Vol. 11, pp. 165-75.
-
(2003)
Journal of Strategic Marketing
, vol.11
, pp. 165-175
-
-
Ryals, L.1
-
62
-
-
0004081521
-
-
Pearson Education, Harlow
-
Saunders, M., Lewis, P. and Thornhill, A. (2007), Research Methods for Business Students, Pearson Education, Harlow.
-
(2007)
Research Methods for Business Students
-
-
Saunders, M.1
Lewis, P.2
Thornhill, A.3
-
63
-
-
80053498315
-
The potential hazard of self service in developing customer loyalty
-
Selnes, F. and Hansen, H. (2001), "The potential hazard of self service in developing customer loyalty" in Journal of Service Research, Vol. 4, No. 2, pp. 79-90.
-
(2001)
Journal of Service Research
, vol.4
, Issue.2
, pp. 79-90
-
-
Selnes, F.1
Hansen, H.2
-
64
-
-
0000824501
-
The evolution of relationship marketing
-
Sheth, J.N. and Parvatiyar, A. (1995), "The evolution of relationship marketing" in International Business Review, Vol. 4, No. 4, pp. 397-418.
-
(1995)
International Business Review
, vol.4
, Issue.4
, pp. 397-418
-
-
Sheth, J.N.1
Parvatiyar, A.2
-
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" in International Journal of Retail & Distribution Management, Vol. 28, No. 2, pp. 73-82.
-
(2000)
International Journal of Retail & Distribution Management
, vol.28
, Issue.2
, pp. 73-82
-
-
Sivadas, E.1
Baker-Prewitt, J.L.2
-
67
-
-
21744440739
-
Developing a customer value based theory of the firm
-
Slater, S.F. (1997), "Developing a customer value based theory of the firm" in Journal of the Academy of Marketing Science, Vol. 25, No. 2, pp. 162-7.
-
(1997)
Journal of the Academy of Marketing Science
, vol.25
, Issue.2
, pp. 162-167
-
-
Slater, S.F.1
-
68
-
-
0033461744
-
Marketing business processes and shareholder value: An organisationally embedded view of marketing activities and the discipline of marketing
-
Srivastava, R.K., Shervani, T.A. and Fahey, L. (1999), "Marketing business processes and shareholder value: an organisationally embedded view of marketing activities and the discipline of marketing" in Journal of Marketing, Vol. 63, No. 2, pp. 168-79.
-
(1999)
Journal of Marketing
, vol.63
, Issue.2
, pp. 168-179
-
-
Srivastava, R.K.1
Shervani, T.A.2
Fahey, L.3
-
69
-
-
33750456514
-
The effect of retail customer loyalty schemes: Detailed measurement or transforming marketing?
-
Stone, M., Bearman, D., Butsher, S.A., Gilbert, D., Crick, P. and Moffett, T. (2003), "The effect of retail customer loyalty schemes: detailed measurement or transforming marketing?" in Journal of Targeting, Measurement and Analysis for Marketing, Vol. 12, No. 3, pp. 305-18.
-
(2003)
Journal of Targeting, Measurement and Analysis for Marketing
, vol.12
, Issue.3
, pp. 305-318
-
-
Stone, M.1
Bearman, D.2
Butsher, S.A.3
Gilbert, D.4
Crick, P.5
Moffett, T.6
-
70
-
-
0035635859
-
Store choice and shopping behaviour: How price format works
-
Tang, C.S., Bell, D.R. and Ho, T.H. (2001), "Store choice and shopping behaviour: how price format works" in California Management Review, Vol. 43, No. 2, pp. 56-74.
-
(2001)
California Management Review
, vol.43
, Issue.2
, pp. 56-74
-
-
Tang, C.S.1
Bell, D.R.2
Ho, T.H.3
-
71
-
-
33744802740
-
Relationship marketing and customer loyalty in a retail setting: A dyadic exploration
-
Too, L.H.Y., Souchon, A.L. and Thirkell, P.C. (2001), "Relationship marketing and customer loyalty in a retail setting: a dyadic exploration" in Journal of Marketing Management, Vol. 17, pp. 287-319.
-
(2001)
Journal of Marketing Management
, vol.17
, pp. 287-319
-
-
Too, L.H.Y.1
Souchon, A.L.2
Thirkell, P.C.3
-
72
-
-
0038457182
-
Customer loyalty and customer loyalty programs
-
Uncles, M., Dowling, G. and Hammond, K. (2003), "Customer loyalty and customer loyalty programs" in Journal of Consumer Marketing, Vol. 20, No. 4, pp. 294-314.
-
(2003)
Journal of Consumer Marketing
, vol.20
, Issue.4
, pp. 294-314
-
-
Uncles, M.1
Dowling, G.2
Hammond, K.3
-
73
-
-
0043259855
-
Latest thinking on attaching a financial value to marketing strategy: Through brands to valuing relationships
-
Ward, K. and Lyals, L. (2001), "Latest thinking on attaching a financial value to marketing strategy: through brands to valuing relationships" in Journal of Targeting, Measurement and Analysis for Marketing, Vol. 9, No. 4, pp. 327-40.
-
(2001)
Journal of Targeting, Measurement and Analysis for Marketing
, vol.9
, Issue.4
, pp. 327-340
-
-
Ward, K.1
Lyals, L.2
-
74
-
-
84986104499
-
An examination of the relationship between trust, commitment and relationship quality
-
Wong, A. and Sohal, A. (2002), "An examination of the relationship between trust, commitment and relationship quality" in International Journal of Retail & Distribution Management, Vol. 30, No. 1, pp. 34-50.
-
(2002)
International Journal of Retail & Distribution Management
, vol.30
, Issue.1
, pp. 34-50
-
-
Wong, A.1
Sohal, A.2
-
75
-
-
84992957693
-
A critical incident approach to the examination of customer relationship management in a retail chain: An exploratory study
-
Wong, A. and Sohal, A. (2003), "A critical incident approach to the examination of customer relationship management in a retail chain: an exploratory study" in Qualitative Market Research: An International Journal, Vol. 6, No. 4, pp. 248-62.
-
(2003)
Qualitative Market Research: An International Journal
, vol.6
, Issue.4
, pp. 248-262
-
-
Wong, A.1
Sohal, A.2
-
76
-
-
77955287776
-
The Wal-Mart effect: How globalization is changing the face of European loyalty
-
available at: (accessed 18 September 2009)
-
Wray, P.G. (2000), "The Wal-Mart effect: how globalization is changing the face of European loyalty", available at: http://loyaltymatters.com/artsep00.html (accessed 18 September 2009).
-
(2000)
-
-
Wray, P.G.1
-
77
-
-
1842739143
-
The contribution of emotional satisfaction to consumer loyalty
-
Yu, Y.-T. and Dean, A. (2001), "The contribution of emotional satisfaction to consumer loyalty" in International Journal of Service Industry Management, Vol. 12, No. 3, pp. 234-51.
-
(2001)
International Journal of Service Industry Management
, vol.12
, Issue.3
, pp. 234-251
-
-
Yu, Y.-T.1
Dean, A.2
-
78
-
-
70349707038
-
Brand personality of retailers - an analysis of its applicability and its effect on store loyalty
-
Zentes, J., Morschett, D. and Schramm-Klein, H. (2008), "Brand personality of retailers - an analysis of its applicability and its effect on store loyalty" in The International Review of Retail Distribution and Consumer Research, Vol. 18, No. 2, pp. 167-84.
-
(2008)
The International Review of Retail Distribution and Consumer Research
, vol.18
, Issue.2
, pp. 167-184
-
-
Zentes, J.1
Morschett, D.2
Schramm-Klein, H.3
-
79
-
-
84991945637
-
Value-driven relational marketing: From products to resources and competencies
-
Gronroos, C. (1997), "Value-driven relational marketing: from products to resources and competencies" in Journal of Marketing Management, Vol. 13, No. 5, pp. 407-20.
-
(1997)
Journal of Marketing Management
, vol.13
, Issue.5
, pp. 407-420
-
-
Gronroos, C.1
-
80
-
-
0037262710
-
Card loyalty: A new emerging issue in grocery retailing
-
Mauri, C. (2002), "Card loyalty: a new emerging issue in grocery retailing" in Journal of Retailing and Consumer Services, Vol. 10, pp. 13-25.
-
(2002)
Journal of Retailing and Consumer Services
, vol.10
, pp. 13-25
-
-
Mauri, C.1
-
81
-
-
85015526939
-
Influences on loyalty programme effectiveness: A conceptual framework and case study investigation
-
Palmer, A., McMahon-Beattie, U. and Beggs, R. (2000), "Influences on loyalty programme effectiveness: a conceptual framework and case study investigation" in Journal of Strategic Marketing, Vol. 8, pp. 47-66.
-
(2000)
Journal of Strategic Marketing
, vol.8
, pp. 47-66
-
-
Palmer, A.1
McMahon-Beattie, U.2
Beggs, R.3
-
82
-
-
33749419419
-
What gets measured gets better
-
Rogers, B. (2003), "What gets measured gets better" in Journal of Targeting, Measurement and Analysis for Marketing, Vol. 12, No. 1, pp. 20-6.
-
(2003)
Journal of Targeting, Measurement and Analysis for Marketing
, vol.12
, Issue.1
, pp. 20-26
-
-
Rogers, B.1
-
83
-
-
0001848840
-
Why satisfied customers defect
-
Sasser, E. and Jones, T. (1995), "Why satisfied customers defect" in Harvard Business Review, November-December, pp. 88-98.
-
(1995)
Harvard Business Review
, Issue.vember-December
, pp. 88-98
-
-
Sasser, E.1
Jones, T.2
-
84
-
-
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" in Journal of Retailing, Vol. 74, No. 2, pp. 223-45.
-
(1998)
Journal of Retailing
, vol.74
, Issue.2
, pp. 223-245
-
-
Sirohi, N.1
McLaughlin, E.W.2
Wittink, D.R.3
-
85
-
-
0012548622
-
Do you or your customers need a loyalty scheme?
-
Uncles, M. (1994), "Do you or your customers need a loyalty scheme?" in Journal of Targeting, Measurement or Analysis for Marketing, Vol. 3, No. 1, pp. 335-50.
-
(1994)
Journal of Targeting, Measurement Or Analysis for Marketing
, vol.3
, Issue.1
, pp. 335-350
-
-
Uncles, M.1
|