References

• 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,666 cited
• 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,572 cited
• 1994Putting the Service-Profit Chain to Work3,734 cited
• 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,328 cited
• 2001Customer Satisfaction: A Meta-Analysis of the Empirical Evidence2,229 cited
• 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,508 cited
• 2000On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing1,364 cited
• 1998The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions1,213 cited
• 2003The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration1,170 cited
• 1973Issues in Marketing's Use of Multi-Attribute Attitude Models683 cited
• 2006An Examination of Moderator Effects in the Four-Stage Loyalty Model594 cited
• 2001Customer Satisfaction: A Meta-Analysis of the Empirical Evidence593 cited
• 2001The Customer Pyramid: Creating and Serving Profitable Customers513 cited
• 2000Service quality perspectives and satisfaction in private banking