References

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• 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
• 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
• 2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy2,149 cited
• 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
• 1971Comparison of Bayesian and regression approaches to the study of information processing in judgment1,819 cited
• 2000A Benefit Congruency Framework of Sales Promotion Effectiveness1,518 cited
• 1990Communication Strategies in Marketing Channels: A Theoretical Perspective1,486 cited
• 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
• 2003The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration1,163 cited
• 2009When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance980 cited
• 2003Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction956 cited
• 2004A Customer Lifetime Value Framework for Customer Selection and Resource Allocation Strategy948 cited
• 1993