References

• 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
• 1994Putting the Service-Profit Chain to Work3,732 cited
• 2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
• 2002Understanding Relationship Marketing Outcomes2,299 cited
• 1998Customer Satisfaction and Word of Mouth2,105 cited
• 1990Consumer Behavior and Marketing Strategy1,768 cited
• 2003The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration1,163 cited
• 2004A fuzzy optimization model for QFD planning process using analytic network approach627 cited
• 2004Strategic Management of Technological Innovation564 cited
• 2003On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth461 cited
• 2001The Crm Handbook: A Business Guide to Customer Relationship Management432 cited
• 2007The effects of loyalty programs on customer lifetime duration and share of wallet354 cited
• 2000Modeling customer relationships as Markov chains346 cited
• 2010Information architecture for supply chain quality management304 cited
• 2005Customer Relationship Management: A Databased Approach