References

• 1984A Service Quality Model and its Marketing Implications6,560 cited
• 2004The One Number You Need to Grow2,034 cited
• 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
• 1996SERVQUAL: review, critique, research agenda1,741 cited
• 2004The Customer Relationship Management Process: Its Measurement and Impact on Performance1,686 cited
• 1978Brand Loyalty: Measurement and Management1,629 cited
• 2000On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing1,364 cited
• 1993Loyalty-based management.1,317 cited
• 2003The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration1,163 cited
• 1976A Two-Dimensional Concept of Brand Loyalty1,140 cited
• 2003Customer loyalty and customer loyalty programs858 cited
• 2002The mismanagement of customer loyalty.769 cited
• 1966Consumer Buying Intentions and Purchase Probability: An Experiment in Survey Design579 cited
• 1971Marketing Decision Making: A Model Building Approach549 cited
• 1993Importance‐Performance Analysis and the Measurement of Service Quality