References

• 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
• 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
• 1994Putting the Service-Profit Chain to Work3,732 cited
• 1998Market-Based Assets and Shareholder Value: A Framework for Analysis2,363 cited
• 1993Customer satisfaction, customer retention, and market share2,151 cited
• 2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy2,149 cited
• 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
• 2004The Customer Relationship Management Process: Its Measurement and Impact on Performance1,686 cited
• 1998Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction1,609 cited
• 1997Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services1,380 cited
• 2004Customer Satisfaction and Shareholder Value1,336 cited
• 2000Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value1,157 cited
• 2004Measuring Marketing Productivity: Current Knowledge and Future Directions1,114 cited
• 1998Customer lifetime value: Marketing models and applications975 cited