-
1
-
-
0041404111
-
Employee commitment to the organization and customer reactions-mapping the linkages
-
Allen, N. J., Grisaffe, D. B.: Employee commitment to the organization and customer reactions-mapping the linkages. Hum. Resour. Manag. Rev. 11(3), 209-236 (2001).
-
(2001)
Hum. Resour. Manag. Rev.
, vol.11
, Issue.3
, pp. 209-236
-
-
Allen, N.J.1
Grisaffe, D.B.2
-
2
-
-
0013123465
-
The customer satisfaction index as a leading indicator
-
T. A. Swartz and D. Iacobucci (Eds.), Thousand Oaks, London, New Delhi: SAGE
-
Anderson, E. W., Fornell, C.: The customer satisfaction index as a leading indicator. In: Swartz, T. A., Iacobucci, D. (eds.) Handbook of Services Marketing & Management, pp. 255-267. SAGE, Thousand Oaks, London, New Delhi (2000).
-
(2000)
Handbook of Services Marketing & Management
, pp. 255-267
-
-
Anderson, E.W.1
Fornell, C.2
-
3
-
-
0011939750
-
Customer satisfaction, market share, and profitability: findings from Sweden
-
Anderson, E. W., Fornell, C., Lehmann, D. R.: Customer satisfaction, market share, and profitability: findings from Sweden. J. Mark. 58(3), 53-66 (1994).
-
(1994)
J. Mark.
, vol.58
, Issue.3
, pp. 53-66
-
-
Anderson, E.W.1
Fornell, C.2
Lehmann, D.R.3
-
4
-
-
0038119505
-
Developing parsimonious retailer equity indexes using partial least squares: a method and applications
-
Arnett, D. B., Laverie, D. A., Meiers, A.: Developing parsimonious retailer equity indexes using partial least squares: a method and applications. J. Retail. 79(3), 161-170 (2003).
-
(2003)
J. Retail.
, vol.79
, Issue.3
, pp. 161-170
-
-
Arnett, D.B.1
Laverie, D.A.2
Meiers, A.3
-
5
-
-
84986078184
-
SERVQUAL revisited: a critical review of service quality
-
Asubonteng, P., McCleary, K. J., Swan, J. E.: SERVQUAL revisited: a critical review of service quality. J. Serv. Mark. 10(6), 62-81 (1996).
-
(1996)
J. Serv. Mark.
, vol.10
, Issue.6
, pp. 62-81
-
-
Asubonteng, P.1
McCleary, K.J.2
Swan, J.E.3
-
6
-
-
0002065564
-
Structural equation models in marketing research: basic principles
-
Chap. 9, R. P. Bagozzi (Ed.), Cambridge: Blackwell
-
Bagozzi, R. P.: Structural equation models in marketing research: basic principles. In: Bagozzi, R. P. (ed.) Principles of Marketing Research, Chap. 9, pp. 317-385. Blackwell, Cambridge (1994).
-
(1994)
Principles of Marketing Research
, pp. 317-385
-
-
Bagozzi, R.P.1
-
7
-
-
58049104300
-
A reliable and valid measurement scale for the perceived service quality of banks
-
Bahia, K., Nantel, J.: A reliable and valid measurement scale for the perceived service quality of banks. Int. J. Bank Mark. 18(2/3), 84-91 (2000).
-
(2000)
Int. J. Bank Mark.
, vol.18
, Issue.2-3
, pp. 84-91
-
-
Bahia, K.1
Nantel, J.2
-
8
-
-
0001610297
-
Sample size effects on chi square and other statistics used in evaluating causal models
-
Bearden, W. O., Sharma, S., Teel, J. E.: Sample size effects on chi square and other statistics used in evaluating causal models. J. Mark. Res. 19(4), 425-430 (1982).
-
(1982)
J. Mark. Res.
, vol.19
, Issue.4
, pp. 425-430
-
-
Bearden, W.O.1
Sharma, S.2
Teel, J.E.3
-
9
-
-
42249090835
-
Einfhrung in die Funktionsweise des PLS-Algorithmus
-
1st edn., F. Bliemel, A. Eggert, G. Fassott, and J. Henseler (Eds.), Stuttgart: Schôffer Poeschel Verlag
-
Betzin, J., Henseler, J.: Einfhrung in die Funktionsweise des PLS-Algorithmus. In: Bliemel, F., Eggert, A., Fassott, G., Henseler, J. (eds.) PLS-Pfadmodellierung, 1st edn., pp. 49-69. Schôffer Poeschel Verlag, Stuttgart (2005).
-
(2005)
PLS-Pfadmodellierung
, pp. 49-69
-
-
Betzin, J.1
Henseler, J.2
-
10
-
-
0002866667
-
Evaluating service encounters: the effects of physical surroundings and employee responses
-
Bitner, M. J.: Evaluating service encounters: the effects of physical surroundings and employee responses. J. Mark. 54(2), 69-82 (1990).
-
(1990)
J. Mark.
, vol.54
, Issue.2
, pp. 69-82
-
-
Bitner, M.J.1
-
11
-
-
0001926055
-
Servicescapes: the impact of physical surroundings on customers and employees
-
Bitner, M. J.: Servicescapes: the impact of physical surroundings on customers and employees. J. Mark. 56(2), 57-71 (1992).
-
(1992)
J. Mark.
, vol.56
, Issue.2
, pp. 57-71
-
-
Bitner, M.J.1
-
12
-
-
0000429475
-
A multistage model of customers' assessments of service quality and value
-
Bolton, R. N., Drew, J. H.: A multistage model of customers' assessments of service quality and value. J. Consum. Res. 17(4), 375-384 (1991).
-
(1991)
J. Consum. Res.
, vol.17
, Issue.4
, pp. 375-384
-
-
Bolton, R.N.1
Drew, J.H.2
-
13
-
-
0042916415
-
A dynamic process model of service quality: from expectations to behavioral intentions
-
Boulding, W., Kalra, A., Staelin, R., Zeithaml, V. A.: A dynamic process model of service quality: from expectations to behavioral intentions. J. Mark. Res. 30(1), 7-27 (1993).
-
(1993)
J. Mark. Res.
, vol.30
, Issue.1
, pp. 7-27
-
-
Boulding, W.1
Kalra, A.2
Staelin, R.3
Zeithaml, V.A.4
-
14
-
-
0035612804
-
Some new thoughts on conceptualizing perceived service quality: a hierarchical approach
-
Brady, M. K., Cronin, J. J.: Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. J. Mark. 65(3), 34-49 (2001).
-
(2001)
J. Mark.
, vol.65
, Issue.3
, pp. 34-49
-
-
Brady, M.K.1
Cronin, J.J.2
-
15
-
-
0002600957
-
Performance-only measurement of service quality: a replication and extension
-
Brady, M. K., Cronin, J. J., Brand, R. R.: Performance-only measurement of service quality: a replication and extension. J. Bus. Res. 55(1), 17-31 (2002).
-
(2002)
J. Bus. Res.
, vol.55
, Issue.1
, pp. 17-31
-
-
Brady, M.K.1
Cronin, J.J.2
Brand, R.R.3
-
16
-
-
79751535564
-
Efficiency in private banking: evidence from Switzerland and Liechtenstein
-
Burgstaller, J., Cocca, T. D.: Efficiency in private banking: evidence from Switzerland and Liechtenstein. Financ. Mark. Portf. Manag. 25, 75-93 (2011).
-
(2011)
Financ. Mark. Portf. Manag.
, vol.25
, pp. 75-93
-
-
Burgstaller, J.1
Cocca, T.D.2
-
17
-
-
59749084839
-
-
Capgemini & Merrill Lynch
-
Capgemini & Merrill Lynch: World Wealth Report (2007).
-
(2007)
World Wealth Report
-
-
-
18
-
-
2942675541
-
In pursuit of moderation: nine common errors and their solutions
-
Carte, T. A., Russell, C. J.: In pursuit of moderation: nine common errors and their solutions. Manag. Inf. Syst. Q. 27(3), 479-501 (2003).
-
(2003)
Manag. Inf. Syst. Q.
, vol.27
, Issue.3
, pp. 479-501
-
-
Carte, T.A.1
Russell, C.J.2
-
19
-
-
0019590893
-
The customer contact approach to services: theoretical bases and practical extensions
-
Chase, R. B.: The customer contact approach to services: theoretical bases and practical extensions. Oper. Res. 29(4), 698-706 (1981).
-
(1981)
Oper. Res.
, vol.29
, Issue.4
, pp. 698-706
-
-
Chase, R.B.1
-
20
-
-
21344483738
-
A study of price and quality in service operations
-
Chen, I. J., Gupta, A., Rom, W.: A study of price and quality in service operations. Int. J. Serv. Ind. Manag. 5(2), 23-33 (1994).
-
(1994)
Int. J. Serv. Ind. Manag.
, vol.5
, Issue.2
, pp. 23-33
-
-
Chen, I.J.1
Gupta, A.2
Rom, W.3
-
21
-
-
0003095695
-
The partial least squares approach to structural equation modelling
-
1st edn., Chap. 10, G. A. Marcoulides (Ed.), Mahwah: Lawrence Erlbaum Associates
-
Chin, W. W.: The partial least squares approach to structural equation modelling. In: Marcoulides, G. A. (ed.) Modern Methods for Business Research, 1st edn., Chap. 10, pp. 295-358. Lawrence Erlbaum Associates, Mahwah (1998).
-
(1998)
Modern Methods for Business Research
, pp. 295-358
-
-
Chin, W.W.1
-
22
-
-
0000468286
-
Structural equation modeling analysis with small samples using partial least squares
-
2nd edn., R. H. Hoyle (Ed.), Thousand Oaks: SAGE
-
Chin, W. W., Newsted, P. R.: Structural equation modeling analysis with small samples using partial least squares. In: Hoyle, R. H. (ed.) Statistical Strategies for Small Sample Research, 2st edn., pp. 307-342. SAGE, Thousand Oaks (1999).
-
(1999)
Statistical Strategies for Small Sample Research
, pp. 307-342
-
-
Chin, W.W.1
Newsted, P.R.2
-
23
-
-
0001878819
-
A paradigm for developing better measures of marketing constructs
-
Churchill, G. A. J.: A paradigm for developing better measures of marketing constructs. J. Mark. Res. 16(1), 64-73 (1979).
-
(1979)
J. Mark. Res.
, vol.16
, Issue.1
, pp. 64-73
-
-
Churchill, G.A.J.1
-
24
-
-
0003604710
-
-
9th edn., Australia, Canada, Mexico, Singapore, Spain, United Kingdom, United States: South-Western
-
Churchill, G. A. J., Iacobucci, D.: Marketing Research. Methodological Foundations, 9th edn. South-Western, Australia, Canada, Mexico, Singapore, Spain, United Kingdom, United States (2005).
-
(2005)
Marketing Research. Methodological Foundations
-
-
Churchill, G.A.J.1
Iacobucci, D.2
-
25
-
-
0002381637
-
Measuring service quality: a reexamination and extension
-
Cronin, J. J., Taylor, S. A.: Measuring service quality: a reexamination and extension. J. Mark. 56(3), 55-68 (1992).
-
(1992)
J. Mark.
, vol.56
, Issue.3
, pp. 55-68
-
-
Cronin, J.J.1
Taylor, S.A.2
-
26
-
-
84986043620
-
A cross-sectional test of the effect and conceptualization of service value
-
Cronin, J. J. J., Brady, M. K., Brand, R. R., Hightower, R. J., Shemwell, D. J.: A cross-sectional test of the effect and conceptualization of service value. J. Serv. Mark. 11(6), 375-391 (1997).
-
(1997)
J. Serv. Mark.
, vol.11
, Issue.6
, pp. 375-391
-
-
Cronin, J.J.J.1
Brady, M.K.2
Brand, R.R.3
Hightower, R.J.4
Shemwell, D.J.5
-
27
-
-
0002704641
-
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
-
Cronin, J. J., Brady, M. K., Hult, G. T. M.: Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. J. Retail. 76(2), 193-218 (2000).
-
(2000)
J. Retail.
, vol.76
, Issue.2
, pp. 193-218
-
-
Cronin, J.J.1
Brady, M.K.2
Hult, G.T.M.3
-
28
-
-
0030527488
-
A measure of service quality for retail stores: scale development and validation
-
Dabholkar, P. A., Thorpe, D. I., Rentz, J. O.: A measure of service quality for retail stores: scale development and validation. J. Acad. Mark. Sci. 24(1), 3-16 (1996).
-
(1996)
J. Acad. Mark. Sci.
, vol.24
, Issue.1
, pp. 3-16
-
-
Dabholkar, P.A.1
Thorpe, D.I.2
Rentz, J.O.3
-
29
-
-
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., Thorpe, D. I.: A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. J. Retail. 76(2), 139-173 (2000).
-
(2000)
J. Retail.
, vol.76
, Issue.2
, pp. 139-173
-
-
Dabholkar, P.A.1
Shepherd, C.D.2
Thorpe, D.I.3
-
30
-
-
35448932834
-
A hierarchical model of health service quality
-
Dagger, T. S., Sweeney, J. C., Johnson, L. W.: A hierarchical model of health service quality. J. Serv. Res. 10(2), 123-142 (2007).
-
(2007)
J. Serv. Res.
, vol.10
, Issue.2
, pp. 123-142
-
-
Dagger, T.S.1
Sweeney, J.C.2
Johnson, L.W.3
-
32
-
-
42949113140
-
A cross-cultural analysis of the end-user computing satisfaction instrument: a multi-group invariance test
-
Deng, X., Doll, W. J., Al-Gahtani, S. S., Larsen, T. J., Pearson, J. M., Raghunathan, T.: A cross-cultural analysis of the end-user computing satisfaction instrument: a multi-group invariance test. Inf. Manag. 45(4), 211-220 (2008).
-
(2008)
Inf. Manag.
, vol.45
, Issue.4
, pp. 211-220
-
-
Deng, X.1
Doll, W.J.2
Al-Gahtani, S.S.3
Larsen, T.J.4
Pearson, J.M.5
Raghunathan, T.6
-
33
-
-
1542606219
-
Selecting a scale for measuring quality
-
Devlin, S. J., Dong, H., Brown, M.: Selecting a scale for measuring quality. Mark. Res. 15(3), 13-16 (2003).
-
(2003)
Mark. Res.
, vol.15
, Issue.3
, pp. 13-16
-
-
Devlin, S.J.1
Dong, H.2
Brown, M.3
-
34
-
-
33745793409
-
Quality of electronic services: conceptualizing and testing a hierarchical model
-
Fassnacht, M., Köse, I.: Quality of electronic services: conceptualizing and testing a hierarchical model. J. Serv. Res. 9(1), 19-37 (2006).
-
(2006)
J. Serv. Res.
, vol.9
, Issue.1
, pp. 19-37
-
-
Fassnacht, M.1
Köse, I.2
-
35
-
-
0000009769
-
Evaluating structural equation models with unobservable variables and measurement error
-
Fornell, C., Larcker, D. F.: Evaluating structural equation models with unobservable variables and measurement error. J. Mark. Res. 18(1), 39-50 (1981).
-
(1981)
J. Mark. Res.
, vol.18
, Issue.1
, pp. 39-50
-
-
Fornell, C.1
Larcker, D.F.2
-
36
-
-
0037484265
-
The impact of human resource management and work climate on organizational performance
-
Gelade, G. A., Ivery, M.: The impact of human resource management and work climate on organizational performance. Pers. Psychol. 56(2), 383-404 (2003).
-
(2003)
Pers. Psychol.
, vol.56
, Issue.2
, pp. 383-404
-
-
Gelade, G.A.1
Ivery, M.2
-
37
-
-
19944388924
-
Test of a service profit chain model in the retail banking sector
-
Gelade, G. A., Young, S.: Test of a service profit chain model in the retail banking sector. J. Occup. Organ. Psychol. 78(1), 1-22 (2005).
-
(2005)
J. Occup. Organ. Psychol.
, vol.78
, Issue.1
, pp. 1-22
-
-
Gelade, G.A.1
Young, S.2
-
38
-
-
0000789331
-
An updated paradigm for scale development incorporating unidimensionality and its assessment
-
Gerbing, D., Anderson, J.: An updated paradigm for scale development incorporating unidimensionality and its assessment. J. Mark. Res. 25(2), 186-192 (1988).
-
(1988)
J. Mark. Res.
, vol.25
, Issue.2
, pp. 186-192
-
-
Gerbing, D.1
Anderson, J.2
-
39
-
-
84869571048
-
A service quality model and its marketing implications
-
Grönroos, C.: A service quality model and its marketing implications. Eur. J. Mark. 18(4), 36-44 (1984).
-
(1984)
Eur. J. Mark.
, vol.18
, Issue.4
, pp. 36-44
-
-
Grönroos, C.1
-
40
-
-
0002173630
-
From marketing mix to relationship marketing-towards a paradigm shift in marketing
-
Grönroos, C.: From marketing mix to relationship marketing-towards a paradigm shift in marketing. Asia-Aust. Mark. J. 2(1), 322-339 (1994).
-
(1994)
Asia-Aust. Mark. J.
, vol.2
, Issue.1
, pp. 322-339
-
-
Grönroos, C.1
-
41
-
-
33847014230
-
Customer metrics and their impact on financial performance
-
Gupta, S., Zeithaml, V. A.: Customer metrics and their impact on financial performance. Mark. Sci. 25(6), 718-739 (2006).
-
(2006)
Mark. Sci.
, vol.25
, Issue.6
, pp. 718-739
-
-
Gupta, S.1
Zeithaml, V.A.2
-
43
-
-
0001444581
-
The service profit chain: intellectual roots, current realities, and future prospects
-
1st edn., Chap. 12, T. A. Swartz and D. Iacobucci (Eds.), Thousand Oaks, London, New Delhi: SAGE
-
Hallowell, R., Schlesinger, L. A.: The service profit chain: intellectual roots, current realities, and future prospects. In: Swartz, T. A., Iacobucci, D. (eds.) Handbook of Services Marketing and Management, 1st edn., vol. 1, Chap. 12, pp. 203-222. SAGE, Thousand Oaks, London, New Delhi (2000).
-
(2000)
Handbook of Services Marketing and Management
, vol.1
, pp. 203-222
-
-
Hallowell, R.1
Schlesinger, L.A.2
-
45
-
-
0003712608
-
-
1st edn., New York: The Free Press
-
Heskett, J. L., Sasser, W. E., Schlesinger, L. A.: The Service Profit Chain, 1st edn. The Free Press, New York (1997).
-
(1997)
The Service Profit Chain
-
-
Heskett, J.L.1
Sasser, W.E.2
Schlesinger, L.A.3
-
46
-
-
79955857552
-
-
1st edn., Bank- und finanzwirtschaftliche Forschungen, Bern, Stuttgart, Wien: Haupt
-
Howald, B.: Kundenwert im Private Banking-Eine Analyse der Einflussfaktoren und der Wirkungszusammenhônge. Bank- und finanzwirtschaftliche Forschungen, 1st edn., vol. 1. Haupt, Bern, Stuttgart, Wien (2007).
-
(2007)
Kundenwert Im Private Banking-Eine Analyse Der Einflussfaktoren Und Der Wirkungszusammenhônge
, vol.1
-
-
Howald, B.1
-
48
-
-
74849128594
-
Book review: M. Pompian: Behavioural Finance and Wealth Management-How to Build Optimal Portfolios that Account for Investor Biases 2006
-
Ising, A.: Book review: M. Pompian: Behavioural Finance and Wealth Management-How to Build Optimal Portfolios that Account for Investor Biases 2006. Financ. Mark. Portf. Manag. 21(4), 491-492 (2007).
-
(2007)
Financ. Mark. Portf. Manag.
, vol.21
, Issue.4
, pp. 491-492
-
-
Ising, A.1
-
49
-
-
0242424963
-
A critical review of construct indicators and measurement model misspecification in marketing and consumer research
-
Jarvis, C. B., MacKenzie, S., Podsakoff, P.: A critical review of construct indicators and measurement model misspecification in marketing and consumer research. J. Consum. Res. 30(2), 199-218 (2003).
-
(2003)
J. Consum. Res.
, vol.30
, Issue.2
, pp. 199-218
-
-
Jarvis, C.B.1
Mackenzie, S.2
Podsakoff, P.3
-
50
-
-
3543095022
-
The determinants of service quality: satisfiers and dissatisfiers
-
Johnston, R.: The determinants of service quality: satisfiers and dissatisfiers. Int. J. Serv. Ind. Manag. 6(5), 53-71 (1995).
-
(1995)
Int. J. Serv. Ind. Manag.
, vol.6
, Issue.5
, pp. 53-71
-
-
Johnston, R.1
-
51
-
-
84986133637
-
The key determinants of internet banking service quality: a content analysis
-
Jun, M., Cai, S.: The key determinants of internet banking service quality: a content analysis. Int. J. Bank Mark. 19(7), 276-291 (2001).
-
(2001)
Int. J. Bank Mark.
, vol.19
, Issue.7
, pp. 276-291
-
-
Jun, M.1
Cai, S.2
-
52
-
-
84956820102
-
Conducting interorganizational research using key informants
-
Kumar, N., Stern, L. W., Anderson, J. C.: Conducting interorganizational research using key informants. Acad. Manag. J. 36(6), 1633-1651 (1993).
-
(1993)
Acad. Manag. J.
, vol.36
, Issue.6
, pp. 1633-1651
-
-
Kumar, N.1
Stern, L.W.2
Anderson, J.C.3
-
53
-
-
84986172508
-
Service quality perspectives and satisfaction in private banking
-
Lassar, W. M., Manolis, C., Winsor, R. D.: Service quality perspectives and satisfaction in private banking. Int. J. Bank Mark. 18(4), 181-199 (2000).
-
(2000)
Int. J. Bank Mark.
, vol.18
, Issue.4
, pp. 181-199
-
-
Lassar, W.M.1
Manolis, C.2
Winsor, R.D.3
-
54
-
-
0032372371
-
A Bayesian approach for analyzing the services of banking institutions
-
Lepak, G. M.: A Bayesian approach for analyzing the services of banking institutions. J. Consum. Aff. 32(1), 121-144 (1998).
-
(1998)
J. Consum. Aff.
, vol.32
, Issue.1
, pp. 121-144
-
-
Lepak, G.M.1
-
56
-
-
79959405440
-
Employee satisfaction, customer loyalty, and financial performance
-
Loveman, G. W.: Employee satisfaction, customer loyalty, and financial performance. J. Serv. Res. 1(1), 18-31 (1998).
-
(1998)
J. Serv. Res.
, vol.1
, Issue.1
, pp. 18-31
-
-
Loveman, G.W.1
-
57
-
-
33846356401
-
A field study of customers' switching behavior for bank services
-
Manrai, L. A., Manrai, A. K.: A field study of customers' switching behavior for bank services. J. Retail. Consum. Serv. 14(3), 208-215 (2007).
-
(2007)
J. Retail. Consum. Serv.
, vol.14
, Issue.3
, pp. 208-215
-
-
Manrai, L.A.1
Manrai, A.K.2
-
59
-
-
79955821524
-
Grundlagen des Private Banking-Akteure und Geschôftsmodelle
-
1st edn., Chap. 1, M. Rudolf (Ed.), Frankfurt am Main: Frankfurt School Verlag
-
Meiers, B., Schilling, C., Baedorf, K.: Grundlagen des Private Banking-Akteure und Geschôftsmodelle. In: Rudolf, M. (ed.) Private Banking, Kompendium bankbetrieblicher Anwendungsfelder, 1st edn. Chap. 1, pp. 21-61. Frankfurt School Verlag, Frankfurt am Main (2008).
-
(2008)
Private Banking, Kompendium Bankbetrieblicher Anwendungsfelder
, pp. 21-61
-
-
Meiers, B.1
Schilling, C.2
Baedorf, K.3
-
60
-
-
5644271810
-
Employee development: an examination of service strategy in a high-contact service environment
-
Meyer Goldstein, S.: Employee development: an examination of service strategy in a high-contact service environment. Prod. Oper. Manag. 12(2), 186-203 (2003).
-
(2003)
Prod. Oper. Manag.
, vol.12
, Issue.2
, pp. 186-203
-
-
Meyer Goldstein, S.1
-
61
-
-
39749093168
-
The magical number seven, plus or minus two: some limits on our capacity for processing information
-
Miller, G. A.: The magical number seven, plus or minus two: some limits on our capacity for processing information. Psychol. Rev. 63(2), 81-97 (1956).
-
(1956)
Psychol. Rev.
, vol.63
, Issue.2
, pp. 81-97
-
-
Miller, G.A.1
-
62
-
-
84986170584
-
Why do customers switch? The dynamics of satisfaction versus loyalty
-
Mittal, B., Lassar, W. M.: Why do customers switch? The dynamics of satisfaction versus loyalty. J. Serv. Mark. 12(3), 177-194 (1998).
-
(1998)
J. Serv. Mark.
, vol.12
, Issue.3
, pp. 177-194
-
-
Mittal, B.1
Lassar, W.M.2
-
63
-
-
79955812498
-
Book review: Thorsten Hens and Kremena Bachmann: Behavioural Finance for Private Banking, Wiley, 2008
-
Oesch, D.: Book review: Thorsten Hens and Kremena Bachmann: Behavioural Finance for Private Banking, Wiley, 2008. Financ. Mark. Portf. Manag. 25(2), 205-206 (2011).
-
(2011)
Financ. Mark. Portf. Manag.
, vol.25
, Issue.2
, pp. 205-206
-
-
Oesch, D.1
-
64
-
-
84986131409
-
Measuring perceived service quality using integrated conjoint experiments
-
Oppewal, H., Vriens, M.: Measuring perceived service quality using integrated conjoint experiments. Int. J. Bank Mark. 18(4/5), 154-170 (2000).
-
(2000)
Int. J. Bank Mark.
, vol.18
, Issue.4-5
, pp. 154-170
-
-
Oppewal, H.1
Vriens, M.2
-
65
-
-
0002408510
-
A conceptual model of service quality and its implications for future research
-
Parasuraman, A., Zeithaml, V. A., Berry, L. L.: A conceptual model of service quality and its implications for future research. J. Mark. 49(4), 41-50 (1985).
-
(1985)
J. Mark.
, vol.49
, Issue.4
, pp. 41-50
-
-
Parasuraman, A.1
Zeithaml, V.A.2
Berry, L.L.3
-
66
-
-
0001312089
-
SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality
-
Parasuraman, A., Zeithaml, V. A., Berry, L. L.: SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. J. Retail. 64(1), 12-40 (1988).
-
(1988)
J. Retail.
, vol.64
, Issue.1
, pp. 12-40
-
-
Parasuraman, A.1
Zeithaml, V.A.2
Berry, L.L.3
-
67
-
-
79955870636
-
Kundenbindung als Marketingziel-Identifikation und Analyse zentraler Determinanten, number 223
-
1st edn., Wiesbaden: Gabler
-
Peter, S. I.: Kundenbindung als Marketingziel-Identifikation und Analyse zentraler Determinanten, number 223. In: NBF-neue betriebswirtschaftliche forschung, 1st edn. Gabler, Wiesbaden (1996).
-
(1996)
NBF-Neue Betriebswirtschaftliche Forschung
-
-
Peter, S.I.1
-
68
-
-
0001062548
-
Assessing measurement error in key informant reports: a methodological note on organizational analysis in marketing
-
Phillips, L. W.: Assessing measurement error in key informant reports: a methodological note on organizational analysis in marketing. J. Mark. Res. 18(4), 395-415 (1981).
-
(1981)
J. Mark. Res.
, vol.18
, Issue.4
, pp. 395-415
-
-
Phillips, L.W.1
-
70
-
-
33644686107
-
An empirical investigation of customer satisfaction and loyalty across two divergent bank segments
-
Pont, M., McQuilken, L.: An empirical investigation of customer satisfaction and loyalty across two divergent bank segments. J. Financ. Serv. Mark. 9(4), 344-359 (2005).
-
(2005)
J. Financ. Serv. Mark.
, vol.9
, Issue.4
, pp. 344-359
-
-
Pont, M.1
McQuilken, L.2
-
72
-
-
1342312200
-
The one number you need to grow
-
Reichheld, F. F.: The one number you need to grow. Harv. Bus. Rev. 81(12), 46-54 (2003).
-
(2003)
Harv. Bus. Rev.
, vol.81
, Issue.12
, pp. 46-54
-
-
Reichheld, F.F.1
-
73
-
-
0025486182
-
Zero defections: quality comes to services
-
Reichheld, F. F., Sasser, W. E. J.: Zero defections: quality comes to services. Harv. Bus. Rev. 68(5), 105-111 (1990).
-
(1990)
Harv. Bus. Rev.
, vol.68
, Issue.5
, pp. 105-111
-
-
Reichheld, F.F.1
Sasser, W.E.J.2
-
76
-
-
79955867855
-
Beurteilung der Ergebnisse von PLS-Pfadanalysen
-
Ringle, C. M., Spreen, F.: Beurteilung der Ergebnisse von PLS-Pfadanalysen. WISU 36(2), 211-216 (2007).
-
(2007)
Wisu
, vol.36
, Issue.2
, pp. 211-216
-
-
Ringle, C.M.1
Spreen, F.2
-
77
-
-
53649107049
-
Messung von Kausalmodellen mit dem Partial-Least-Squares-Verfahren
-
Ringle, C. M., Boysen, N., Wende, S., Will, A.: Messung von Kausalmodellen mit dem Partial-Least-Squares-Verfahren. WISU 35(1), 81-88 (2006).
-
(2006)
Wisu
, vol.35
, Issue.1
, pp. 81-88
-
-
Ringle, C.M.1
Boysen, N.2
Wende, S.3
Will, A.4
-
78
-
-
21844483562
-
Missing data: a conceptual review for applied psychologists
-
Roth, P. L.: Missing data: a conceptual review for applied psychologists. Pers. Psychol. 47(3), 537-560 (1994).
-
(1994)
Pers. Psychol.
, vol.47
, Issue.3
, pp. 537-560
-
-
Roth, P.L.1
-
79
-
-
79955874490
-
-
2nd edn., M. Rudolf and K. Baedorf (Eds.), Frankfurt: Frankfurt School of Finance Verlag
-
Rudolf, M., Baedorf, K. (eds.): Private Banking, 2st edn. Frankfurt School of Finance Verlag, Frankfurt (2011).
-
(2011)
Private Banking
-
-
-
80
-
-
0002345345
-
Service quality-insights and managerial implications from the frontier
-
1st edn., Chap. Preface, R. T. Rust and R. L. Oliver (Eds.), Thousand Oaks: SAGE
-
Rust, R. T., Oliver, R. L.: Service quality-insights and managerial implications from the frontier. In: Rust, R. T., Oliver, R. L. (eds.) Service Quality, 1st edn. Chap. Preface, pp. 1-20. SAGE, Thousand Oaks (1994).
-
(1994)
Service Quality
, pp. 1-20
-
-
Rust, R.T.1
Oliver, R.L.2
-
81
-
-
85107982221
-
Return on quality (ROQ): Making service quality financially accountable
-
Rust, R. T., Zahorik, A. J., Keiningham, T. L.: Return on quality (ROQ): Making service quality financially accountable. J. Mark. 59(2), 58-70 (1995).
-
(1995)
J. Mark.
, vol.59
, Issue.2
, pp. 58-70
-
-
Rust, R.T.1
Zahorik, A.J.2
Keiningham, T.L.3
-
82
-
-
0041120003
-
Leonard A. Schlesinger and James L. Heskett respond: customer satisfaction is rooted in employee satisfaction
-
Schlesinger, L. A., Heskett, J. L.: Leonard A. Schlesinger and James L. Heskett respond: customer satisfaction is rooted in employee satisfaction. Harv. Bus. Rev. 69(6), 148-150 (1991).
-
(1991)
Harv. Bus. Rev.
, vol.69
, Issue.6
, pp. 148-150
-
-
Schlesinger, L.A.1
Heskett, J.L.2
-
83
-
-
0034368483
-
Applying the service profit chain in a retail environment-challenging the satisfaction mirror
-
Silvestro, R., Cross, S.: Applying the service profit chain in a retail environment-challenging the satisfaction mirror. Int. J. Serv. Ind. Manag. 11(3), 244-268 (2000).
-
(2000)
Int. J. Serv. Ind. Manag.
, vol.11
, Issue.3
, pp. 244-268
-
-
Silvestro, R.1
Cross, S.2
-
84
-
-
0033362990
-
Operations, quality, and profitability in the provision of banking services
-
Soteriou, A., Zenios, S. A.: Operations, quality, and profitability in the provision of banking services. Manag. Sci. 45(9), 1221-1238 (1999).
-
(1999)
Manag. Sci.
, vol.45
, Issue.9
, pp. 1221-1238
-
-
Soteriou, A.1
Zenios, S.A.2
-
85
-
-
10144243373
-
PLS path modeling
-
Tenenhaus, M., Vinzi, V. E., Chatelin, Y.-M., Lauro, C.: PLS path modeling. Comput. Stat. Data Anal. 48(1), 159-205 (2005).
-
(2005)
Comput. Stat. Data Anal.
, vol.48
, Issue.1
, pp. 159-205
-
-
Tenenhaus, M.1
Vinzi, V.E.2
Chatelin, Y.-M.3
Lauro, C.4
-
87
-
-
33751016819
-
Multi-channel service retailing: the effects of channel performance satisfaction on behavioral intentions
-
van Birgelen, M., de Jong, A., de Ruyter, K.: Multi-channel service retailing: the effects of channel performance satisfaction on behavioral intentions. J. Retail. 82(4), 367-377 (2006).
-
(2006)
J. Retail.
, vol.82
, Issue.4
, pp. 367-377
-
-
van Birgelen, M.1
de Jong, A.2
de Ruyter, K.3
-
88
-
-
84986047350
-
Empirical evidence for the relationship between customer satisfaction and business performance
-
van der Wiele, T., Boselie, P., Hesselink, M.: Empirical evidence for the relationship between customer satisfaction and business performance. Manag. Serv. Qual. 12(3), 184-193 (2002).
-
(2002)
Manag. Serv. Qual.
, vol.12
, Issue.3
, pp. 184-193
-
-
van der Wiele, T.1
Boselie, P.2
Hesselink, M.3
-
90
-
-
0002667763
-
Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence
-
Zeithaml, V. A.: Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. J. Mark. 52(3), 2-22 (1988).
-
(1988)
J. Mark.
, vol.52
, Issue.3
, pp. 2-22
-
-
Zeithaml, V.A.1
-
91
-
-
23044518118
-
Service quality, profitability, and the economic worth of customers: what we know and what we need to learn
-
Zeithaml, V. A.: Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. J. Acad. Mark. Sci. 28(1), 67-85 (2000).
-
(2000)
J. Acad. Mark. Sci.
, vol.28
, Issue.1
, pp. 67-85
-
-
Zeithaml, V.A.1
-
93
-
-
0030548125
-
The behavioral consequences of service quality
-
Zeithaml, V. A., Berry, L. L., Parasuraman, A.: The behavioral consequences of service quality. J. Mark. 60(2), 31-46 (1996).
-
(1996)
J. Mark.
, vol.60
, Issue.2
, pp. 31-46
-
-
Zeithaml, V.A.1
Berry, L.L.2
Parasuraman, A.3
|