_ Baker, M. (2000). Marketing Strategy and Management, London, MC Millian.
_ Balananis, G., Reynolds, N., and Simintiras, A. (2006). Bases of e_store loyalty: Perceived switching barriers and satisfaction. Journal of Besiness Research, Vol.33, No.59, pp.214-224.
_ Bansal, H.S., Voyer, P.A. (2000). Word_of_mouth processes within a services purchase decision context. Journal of Service Research, Vol.3, No.2, pp.166-177.
_ Beneth, R. (2001). A study of brand loyalty in the business service sector. School of Management, University of Queensland.
_ Bennet, R., and Rundle_Thiele, S. (2002). A comparison of attitudinal loyalty measurement approaches. Journal of Brand Management, Vol.9, No.3, pp.193-207.
_Bolton, R.N., and Drew, J.H. (1991). A multistage model of customer asent management: A framework and propositions for future research. Journal of Academy of Marketing Service, Vol.32, No.3, pp.71-92.
_ Boote, J. (1998). Towards a comprechensive taxonomy and model of coustomer complaining behavior. Journal of Cuatomer Satisfaction, Vol.7, No.11, pp.141-149.
_ Brady, M.K., Joseph, J., and Cronin, J.R. (1997). Some new thougth on conceptualizing perceived service quality. Journal of Marketing, Vol.65, No.2, pp.34-49.
_ Chen, I., and Popovich, K. (2003). Understanding customer relationship management (CRM) people, process and technology. Business Process Management Journsl, Vol.9, No.5, pp.672-688.
_ Cheng Chung, Lo. (2012).A study of relationship marketing on customer satisfaction. Journal of social sciences, vol.8, No.7, pp.91-94.
_ Cronin, J., Michael, A., Brady, G., and Tomas, M. (2000). Assessing the effect of quality, value, and customsr satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, Vol.76, No.3, pp.193-218.
_ Engel, J., Blachwell, R., and Miniard, P. (1995). Consumer Behavior,. Chicago: The Dryden Pess.
_ Fullerton, G. (2003). When does commitment lead to loyalty? Journal of Service Research, Vol.5, No.1, pp.333-344.
_ Gerrad, P., and Cunningham, J.B. (2004). Consumer switching behavior in the Asia banking market. The Journal of Services Marketing, Vol.18, No.2/3, pp.215_225.
_ Gustafsson, A., Johnson, M.D., and Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions and triggers on customsr retention. Journal of Marketing, Vol.69, No.4, pp.208-218.
_ Gounaris, S., Dimitriadis, S., and Stathakapoulos, V. (2010). An examination of the effects of service quality and satisfaction on customer’s behavioral intentions in e_shopping. Journal of Services Marketing, Vol.24, No.2, pp.142-156.
_ Goldesmith, R. (1995). The personalized marketplace: Beyond the 4P, 3. Marketing Intellgence & planning, Vol.17, No.3, pp.178-185.
_ Good hardt, G. J. (2004). Underestanding brand performance measures: using dirichlet benchmarks. Journal of Business Research, Vol.57, No12, pp.1307-1325.
_ Gruen, T.W., Osmonbekov, T., and Czaplewiski, A.J. (2006). Ewom: The impact of customer_to_customer online know_how wxchange on customer value and loyalty. Journal of Business Research, Vol.59, No.4, pp.49-56.
_ Gronroos, C. (2004). The relationship marketing process communication, dialogue, and value. Journal of Business & Industrial Marketing, Vol.19, No.2, pp.99-113.
_ Hammer, M. (2008). Acquiring and retaining customers through traditional and relationship marketing_case_study on the quality hotel burke & will, thesis for bachelor of business, University of Gavle. Journal of Service Research, Vol.22, No.6, pp.134-151.
_Harris, L.C., Goode, M.M.H. (2010). Online servicecapes, traust, and purchase intentions. Journal of Services Marketing, Vol.24, No.3, pp.230-243.
_ Harrison, L., Walker, J. (2001). The measurement of word_of_mouth communication, and an investigation of service quality and customer commitment as potential antecedents. Journal of Service Research, Vol.4, No.1, pp.60-75.
_ Hellier, P.K., Geursen, G.M., Carr, R.A., and Richard, J.A. (2003). Customer repurchase intention: A general structural equation model: European. Journal of Marketing, Vol.37, No.11/12, pp.1262-1800.
_ Johnson, M. D., Herrmann, A., and Huber, F. (2006). The evaluation of loyalty intentions. Journal of Marketing, Vol.40, No.2, pp.122-132.
_ Jones, M.A., Mothersbaugh, D.L., and Beatty, S.E. (2002). Why customers stay: Measuring the underlying dimensions of services switching costs and managing their strategic out comes. Journal of Services Marketing, Vol.21, No.1, pp.70-81.
_ Karadeniz, M. (2013).The relationship marketing approach and strategies in retailing management to constitute customer and brand loyalty. Journal of naval science and engineering, vol.6, No.3, pp.15-26.
_ Keaveney, S.M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, Vol.59, No.2, pp.71-82.
_ Keiningham, T.L., Gooil, B., Aksoy, L., Andreassen, T.W. and Weiner, J. (2008). The value of different customer satisfaction and loyalty metrics in predicting customer retention, rcommendation, and share_of_wallet. Managing Service Quality, Vol.17, No.4, pp.361-384.
_ Keiningham, T.L., Perkins_Munn, I., and Vaura, T.G. (2005). The brand_customer connection. Marketing Management, Vol.14, No.4, pp.33-37.
_ Kuo, Y.F. (2003). A study on servise quality of community websites. Total Quality Management and Business Exellence, Vol.14.No.4, pp.461-473.
_ Lacey, R., Morgan, R.M. (2009). Customer advocacy and theimpact of B2B loualty programs. Journal of Business & Industril Marketing, Vol.24, No.1, pp.3-13.
_ Lee, G.G., and Lin, H.F. (2005). Coustomer perceptions of e_service quality in online shopping. International Journal of Retail and Distribution management, Vol.33, No.2/3, pp.161-176.
_ Lind green, A. (2004). The design, implementation and monitoring of a CRM programme: A case study. Marketing Intelligence & Planning, Vol.22, No.2, pp.160-186.
_ Matthews, C., and Murray, D. (2007). Helping bank customer’s switch: A case study. Journal of Financial Services Marketing, Vol.11, No.4, pp.360-380.
_ Moorman, CH., Rohit, D., and Gerald, Z. (1993). Factors affecting trust in market research relationships. Journal of Marketing, Vol.57, No.1, pp.81-101.
_ Morgan, R.M., and Hunt, S.D. (1994). The commitment_trust theory of relationship marketing. Journal of Maketing, Vol.58, No.3, pp.20-38.
_ Ndubisi, N.O. (2007). Relationship marketing and customer loyalty. Marketing Intelligence & Planning, Vol.25, No.1, pp.98-106.
_ Oliver, R.L. (1999). Whence consumer loyalty? Journal of Marketing, Special Issue, Vol.63, No.7, pp.33-44.
_ Olsen, L.L., (2002). Service quality, satisfaction, and loyalty: From transaction specific to cumulative evaluations. Journal of Service Research, Vol.5, No.2, pp.184-195.
_ Parasuraman, A., Valariez, SH., Zeithaml, V., and Berry, L. (1988). Servqual: A multi_timescale for measuring perceptions. Journal of Retailing, Vol.64, No.17, pp.120-140.
_ Rafigh, M., and Pervaiz, K.A. (1995). Using the 7PS as a generic marketing mix: An exploratory survey of U.K. and European marketing academics. Marketing Intelligence & Planning, Vol.13, No.1, pp.4-15.
_ Reichheld, F.F. (2006). The Ultimate Question. Harrvard Business School press, Boston. MA, PP.143-145.
_ Reichheld, J., and Sasser, E. (1995). Zero defections: Quality comes to services. Harvard Business Review, Vol.75, No.73, pp.59-75.
_ Rehaman Khan, N.U., Mujahid, A., Siddqui, U.A., and Alam, I. (2010). Determinants analysis of customer switching behavior in private banking sector of Palistan. Journal of Contemporary Research in Business, Vol.2, No.7, pp.96-110.
بررسی ارتباط بین بازاریابی رابطه ای و وفاداری مشتریان- قسمت ۵۶
آخرین نظرات