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A Theoretical Review of CRM Effects on Customer Satisfaction and Loyalty
16 references·1 citing·41 second hop
A Theoretical Review of CRM Effects on Customer Satisfaction and Loyalty (2015)A Theoretical Review of CRM Effects on Cu…The role of multichannel integration in customer relationship management (2004)The role of multichannel inte…The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The Customer Relationship Man…An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon (2004)An evaluation of divergent pe…Understanding customer relationship management (CRM) (2003)Understanding customer relati…Measuring the quality of relationships in consumer services: an empirical study (2003)Measuring the quality of rela…Customer Relationship Management: Emerging Practice, Process, and Discipline (2002)Customer Relationship Managem…Avoid the four perils of CRM. (2002)Avoid the four perils of CRM.Customer Relationship Management (CRM) in financial services (2000)Customer Relationship Managem…Accelerating Customer Relationships: Using Crm and Relationship Technologies (2000)Accelerating Customer Relatio…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value (1999)The Service Profit Chain: How…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Perceived Price as Antecedent of Satisfaction and Loyalty: Learn from Fast Food Multinational Restaurants in Indonesia (2022)Perceived Price as Antecedent…Reengineering the Corporation (1993)Reengineering the corporation: A manifesto for business revolution (1993)Customer relationship management: Finding value drivers (2006)The New Industrial Engineering: Information Technology and Business Process Redesign (2011)Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM (2013)Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The Commitment-Trust Theory of Relationship Marketing (1994)Consumer trust, perceived security and privacy policy (2006)The role of satisfaction and website usability in developing customer loyalty and positive word‐of‐mouth in the e‐banking services (2008)The effects of relationship quality and switching barriers on customer loyalty (2010)Zero defections: quality comes to services. (1990)Relational Benefits in Services Industries: The Customer's Perspective (1998)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)Understanding Attitudes and Predicting Social Behavior (1980)Whence Consumer Loyalty? (1999)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Self-Reports in Organizational Research: Problems and Prospects (1986)Structural Equations with Latent Variables (1989)An empirical comparison of the efficacy of covariance-based and variance-based SEM (2009)The use of partial least squares path modeling in international marketing (2009)MANAGING CUSTOMER SERVICES: HUMAN RESOURCE PRACTICES, QUIT RATES, AND SALES GROWTH. (2002)Workplace spirituality and employee work attitudes (2003)The Management of Organizational Justice (2007)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1999Whence Consumer Loyalty?7,319 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 2004The Customer Relationship Management Process: Its Measurement and Impact on Performance1,686 cited
  • 2003Understanding customer relationship management (CRM)1,228 cited
  • 1999The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value1,171 cited
  • 2003Measuring the quality of relationships in consumer services: an empirical study708 cited
  • 2002Avoid the four perils of CRM.699 cited
  • 2002Customer Relationship Management: Emerging Practice, Process, and Discipline682 cited
  • 2004An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon680 cited
  • 2000Customer Relationship Management (CRM) in financial services498 cited
  • 2000

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Accelerating Customer Relationships: Using Crm and Relationship Technologies
434 cited
  • 2004The role of multichannel integration in customer relationship management367 cited
  • Cited by

    • 2022Perceived Price as Antecedent of Satisfaction and Loyalty: Learn from Fast Food Multinational Restaurants in Indonesia21 cited