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Contact management and customer loyalty
12 references·16 citing·46 second hop
Contact management and customer loyalty (2003)Contact management and customer loyaltyThe Practice of Management (2012)The Practice of ManagementIntegrated Marketing Communications (2004)Integrated Marketing Communic…An examination of the relationship between service quality, customer satisfaction, and store loyalty (2000)An examination of the relatio…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters (1998)An Experimental Investigation…The qualitative satisfaction model (1997)The qualitative satisfaction …Decline and variability in brand loyalty (1997)Decline and variability in br…Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…LEARNING FROM CUSTOMER DEFECTIONS (1996)LEARNING FROM CUSTOMER DEFECT…The complex relationship between consumer satisfaction and brand loyalty (1995)The complex relationship betw…The Consumer Rules? (1994)The Consumer Rules?Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…The impact of destination brand authenticity and destination brand self-congruence on tourist loyalty: The mediating role of destination brand engagement (2019)The impact of destination bra…Brand Experience and Emotional Attachment in Services: The Moderating Role of Gender (2017)Brand Experience and Emotiona…SERVQUAL and SERVPERF: A Review of Measures in Services Marketing Research (2013)SERVQUAL and SERVPERF: A Revi…Service quality, satisfaction, perceived value and loyalty among customers in commercial banking in Nakuru Municipality, Kenya (2012)Service quality, satisfaction…Low-Cost Airlines—A New Customer Relationship? An Analysis of Service Quality, Service Satisfaction, and Customer Loyalty in a Low-Cost Setting (2012)Low-Cost Airlines—A New Custo…Exploring customer switching intentions through relationship marketing paradigm (2012)Exploring customer switching …Perceived service quality and self-concept influences on consumer attitude and purchase process: A comparison between physical and internet channels (2011)Perceived service quality and…A multidimensional typology of customer relationships: from faltering to affective (2011)A multidimensional typology o…Testing perceived relational benefits as satisfaction and behavioral outcomes drivers (2010)Testing perceived relational …Perceived value, customer attitude and loyalty in retailing (2008)Perceived value, customer att…Customer service in the retention of mobile phone users in Nigeria (2008)Customer service in the reten…Service quality and customer satisfaction : antecedents of customer's re-patronage intentions (2007)Service quality and customer …Evaluating an extended relationship marketing model for Arab guests of five-star hotels (2007)Evaluating an extended relati…Customer satisfaction : a study of bank customer retention in New Zealand (2006)Customer satisfaction : a stu…Customer experience management — A case study of an Indian bank (2006)Customer experience managemen…A Survey of Customer Retention in the New Zealand Banking Industry (2006)A Survey of Customer Retentio…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? 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this work references cited by second hop

References

  • 1999Whence Consumer Loyalty?7,319 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
  • 2012The Practice of Management3,745 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 1995The complex relationship between consumer satisfaction and brand loyalty1,064 cited
  • 2000An examination of the relationship between service quality, customer satisfaction, and store loyalty833 cited
  • 1998An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters797 cited
  • 1996LEARNING FROM CUSTOMER DEFECTIONS793 cited
  • 2004Integrated Marketing Communications543 cited
  • 1997Decline and variability in brand loyalty341 cited
  • 1997The qualitative satisfaction model274 cited
  • 1994The Consumer Rules?92 cited

Cited by

  • 2019The impact of destination brand authenticity and destination brand self-congruence on tourist loyalty: The mediating role of destination brand engagement225 cited
  • 2008Perceived value, customer attitude and loyalty in retailing104 cited
  • 2007Service quality and customer satisfaction : antecedents of customer's re-patronage intentions

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97 cited
  • 2012Exploring customer switching intentions through relationship marketing paradigm96 cited
  • 2008Customer service in the retention of mobile phone users in Nigeria95 cited
  • 2010Testing perceived relational benefits as satisfaction and behavioral outcomes drivers69 cited
  • 2006Customer satisfaction : a study of bank customer retention in New Zealand69 cited
  • 2013SERVQUAL and SERVPERF: A Review of Measures in Services Marketing Research64 cited
  • 2012Low-Cost Airlines—A New Customer Relationship? An Analysis of Service Quality, Service Satisfaction, and Customer Loyalty in a Low-Cost Setting61 cited
  • 2011A multidimensional typology of customer relationships: from faltering to affective58 cited
  • 2007Evaluating an extended relationship marketing model for Arab guests of five-star hotels55 cited
  • 2012Service quality, satisfaction, perceived value and loyalty among customers in commercial banking in Nakuru Municipality, Kenya51 cited
  • 2006A Survey of Customer Retention in the New Zealand Banking Industry51 cited
  • 2011Perceived service quality and self-concept influences on consumer attitude and purchase process: A comparison between physical and internet channels42 cited
  • 2006Customer experience management — A case study of an Indian bank42 cited
  • 2017Brand Experience and Emotional Attachment in Services: The Moderating Role of Gender41 cited