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Switching barriers in consumer markets: an investigation of the financial services industry

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References

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1990Zero defections: quality comes to services.5,373 cited
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1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1998Relational Benefits in Services Industries: The Customer's Perspective2,347 cited
1995Why Satisfied Customers Defect2,226 cited
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1994The Personal Involvement Inventory: Reduction, Revision, and Application to Advertising1,729 cited
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2000Switching barriers and repurchase intentions in services1,570 cited
1991A Test of Services Marketing Theory: Consumer Information Acquisition Activities1,550 cited
1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis

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1,394 cited

1988SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY852 cited

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