References

• 1990Zero defections: quality comes to services.5,373 cited
• 2005A Strategic Framework for Customer Relationship Management2,094 cited
• 2001The Loyalty Effect1,406 cited
• 2000On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing1,364 cited
• 2000Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value1,157 cited
• 1997Do Customer Loyalty Programs Really Work1,043 cited
• 2005A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls, and Where to Go871 cited
• 1997Loyalty programs and their impact on repeat-purchase loyalty patterns791 cited
• 2002The mismanagement of customer loyalty.769 cited
• 2003Effects of Loyalty Programs on Value Perception, Program Loyalty, and Brand Loyalty732 cited
• 2002Avoid the four perils of CRM.699 cited
• 1998Determining Where to Shop: Fixed and Variable Costs of Shopping590 cited
• 1995The Introduction and Performance of Store Brands565 cited
• 2004The Influence of Loyalty Programs and Short-Term Promotions on Customer Retention534 cited
• 2007Customer based brand equity: evidence from the hotel industry