References

• 2010Satisfaction: a behavioral perspective on the consumer6,044 cited
• 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,399 cited
• 2000Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value1,157 cited
• 1997Do Customer Loyalty Programs Really Work1,043 cited
• 1997Loyalty programs and their impact on repeat-purchase loyalty patterns791 cited
• 1980Content Validity and Reliability of Single Items or Questionnaires735 cited
• 2007The Long-Term Impact of Loyalty Programs on Consumer Purchase Behavior and Loyalty617 cited
• 2004The Influence of Loyalty Programs and Short-Term Promotions on Customer Retention543 cited
• 1981Behavioral Learning Theory: Its Relevance to Marketing and Promotions406 cited
• 2006Do reward programs build loyalty for services?The moderating effect of satisfaction on type and timing of rewards257 cited
• 2007Relations among attractiveness of endorsers, match‐up, and purchase intention in sport marketing in China193 cited
• 2005Loyalty trends for the twenty‐first century189 cited
• 2005Optimal Search Engine Marketing Strategy184 cited
• 2003The Impact of Frequent Shopper Programs in Grocery Retailing167 cited