References

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• 1990Zero defections: quality comes to services.5,435 cited
• 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
• 1987Dimensions of Consumer Expertise4,376 cited
• 1994Putting the Service-Profit Chain to Work3,734 cited
• 1996Services Marketing: Integrating Customer Focus Across the Firm3,063 cited
• 1998Constructive Consumer Choice Processes2,850 cited
• 1971Book Review: The Theory of Buyer Behavior2,801 cited
• 2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy2,214 cited
• 1988Adaptive strategy selection in decision making.1,953 cited
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• 2000On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing1,364 cited
• 2003The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration