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Enhancing Singapore travel agencies' customer loyalty: an empirical investigation of customers' behavioural intentions and zones of tolerance
16 references·0 citing·34 second hop
Enhancing Singapore travel agencies' customer loyalty: an empirical investigation of customers' behavioural intentions and zones of tolerance (2007)Enhancing Singapore travel agencies' cust…Service Management and Marketing (2011)Service Management and Market…The Service Profit Chain (2010)The Service Profit ChainThe mismanagement of customer loyalty. (2002)The mismanagement of customer…Performance-only measurement of service quality: a replication and extension (2002)Performance-only measurement …Building Great Customer Experiences (2002)Building Great Customer Exper…Brand trust in the context of consumer loyalty (2001)Brand trust in the context of…Applying the service profit chain in a retail environment (2000)Applying the service profit c…Managing Customer Value (1999)Managing Customer ValueCustomer value: The next source for competitive advantage (1997)Customer value: The next sour…The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)The relationships of customer…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…Zero defections: quality comes to services. (1990)Zero defections: quality come…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis (1987)Defensive Marketing Strategy …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Brand Loyalty Vs. Repeat Purchasing Behavior (1973)Putting the Service-Profit Chain to Work (1994)Understanding Relationship Marketing Outcomes (2002)Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer perceived value: The development of a multiple item scale (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advances in Consumer Research (2025)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The Commitment-Trust Theory of Relationship Marketing (1994)An Integrative Model Of Organizational Trust (1995)The role played by perceived usability, satisfaction and consumer trust on website loyalty (2005)Relationship quality as a predictor of B2B customer loyalty (2006)The Process of Customer Engagement: A Conceptual Framework (2008)A Model of Advertising and Product Quality (1978)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Social Media in Tourism and Hospitality: A Literature Review (2013)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Whence Consumer Loyalty? (1999)The Affective Consequences of Service Work (1993)A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach (2012)A definition for gamification: anchoring gamification in the service marketing literature (2016)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1997Customer value: The next source for competitive advantage4,662 cited
  • 1993Customer satisfaction, customer retention, and market share2,151 cited
  • 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
  • 2011Service Management and Marketing1,414 cited
  • 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
  • 2001Brand trust in the context of consumer loyalty1,340 cited
  • 2010The Service Profit Chain1,034 cited
  • 2002Performance-only measurement of service quality: a replication and extension935 cited
  • 2002The mismanagement of customer loyalty.769 cited
  • 2002Building Great Customer Experiences568 cited
  • 1999Managing Customer Value493 cited

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Applying the service profit chain in a retail environment
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