References

• 1990Zero defections: quality comes to services.5,373 cited
• 1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,167 cited
• 2005A Strategic Framework for Customer Relationship Management2,094 cited
• 2001Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration2,080 cited
• 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
• 1995Relationship Marketing in Consumer Markets: Antecedents and Consequences1,757 cited
• 2004The Customer Relationship Management Process: Its Measurement and Impact on Performance1,686 cited
• 2010Moving Forward and Making a Difference: Research Priorities for the Science of Service1,545 cited
• 2003Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development1,490 cited
• 2001The Loyalty Effect1,406 cited
• 1993Loyalty-based management.1,317 cited
• 2003The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration1,163 cited
• 1999Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing986 cited
• 2005The Role of Relational Information Processes and Technology Use in Customer Relationship Management