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The royalty of loyalty: CRM, quality and retention

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References

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2012Uncovering the real effect of switching costs on the satisfaction‐loyalty association

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2013The adoption of customer relationship management (CRM) technology in SMEs122 cited

2009CRM literature: conceptual and functional insights by keyword analysis110 cited

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2010Determinants of customer loyalty in the banking sector: The case of Pakistan101 cited

2011Customer Loyalty, Repurchase and Satisfaction: A Meta-Analytical Review100 cited

2012Service quality perceptions in higher education institutions: the case of a colombian university94 cited

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2017An Exploration of Consumers' Response to Online Service Recovery Initiatives78 cited

2013Impact of CRM Factors on Customer Satisfaction and Loyalty75 cited

2008Integrated customer relationship management for service activities73 cited

2011A measurement tool for customer relationship management processes69 cited