References

• 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
• 1970Determining Sample Size for Research Activities18,904 cited
• 1999Whence Consumer Loyalty?7,319 cited
• 2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty6,666 cited
• 1999Whence Consumer Loyalty?4,891 cited
• 2002Consumer Trust, Value, and Loyalty in Relational Exchanges4,193 cited
• 2004E-S-QUAL3,962 cited
• 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
• 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
• 2004The One Number You Need to Grow2,034 cited
• 1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction1,948 cited
• 2003The one number you need to grow.1,683 cited
• 1997Customer delight: Foundations, findings, and managerial insight1,649 cited
• 2000Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments1,629 cited
• 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery