References

• 1999Whence Consumer Loyalty?7,319 cited
• 2004Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context1,829 cited
• 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
• 2000Customer loyalty in the hotel industry: the role of customer satisfaction and image1,231 cited
• 2003Customer loyalty and customer loyalty programs858 cited
• 1990Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories479 cited
• 1999Word‐of‐mouth communication in the service marketplace476 cited
• 1995The effects of customer service on consumer complaining behavior437 cited
• 2001Recognizing cross‐cultural differences in consumer complaint behavior and intentions: an empirical examination353 cited
• 2003Customer complaint behaviour towards hotel restaurant services271 cited
• 2006Correlates of customer loyalty to their bank: a case study in Nigeria263 cited
• 2000An investigation into whether complaining can cause increased consumer satisfaction248 cited
• 2007Consumer complaint behaviour of Asians and non‐Asians about hotel services230 cited
• 2003The effect of attitude and perception on consumer complaint intentions226 cited