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Marketing Effectiveness and Customer Retention in the Service Sector
16 references·1 citing·36 second hop
Marketing Effectiveness and Customer Retention in the Service Sector (1999)Marketing Effectiveness and Customer Rete…The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)The relationships of customer…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectReturn on Quality (ROQ): Making Service Quality Financially Accountable (1995)Return on Quality (ROQ): Maki…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)Managing Customer Relationshi…Tracking the evolution of the services marketing literature (1993)Tracking the evolution of the…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…Zero defections: quality comes to services. (1990)Zero defections: quality come…The profitable art of service recovery. (1990)The profitable art of service…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…THE PEOPLE MAKE THE PLACE (1987)THE PEOPLE MAKE THE PLACEMeasurement of Business Economic Performance: An Examination of Method Convergence (1987)Measurement of Business Econo…Measuring organizational performance in the absence of objective measures: The case of the privately‐held firm and conglomerate business unit (1984)Measuring organizational perf…A Logit Model of Brand Choice Calibrated on Scanner Data (1983)A Logit Model of Brand Choice…Out of the Crisis (1982)Out of the CrisisA Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…The integrated effects of market‐oriented culture and marketing strategy on firm performance (2006)The integrated effects of mar…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)Evolving to a New Dominant Logic for Marketing (2003)Coefficient Alpha and the Internal Structure of Tests (1951)The Theory of Buyer Behavior (1971)The Nature and Scope of Marketing (1976)Trust and TAM in Online Shopping: An Integrated Model1 (2003)\nThe use of partial least squares path modeling in international marketing (2009)Brand Loyalty Vs. Repeat Purchasing Behavior (1973)Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Statistical principles in experimental design. (1962)The Effect of a Market Orientation on Business Profitability (1990)MANAGERIAL TIES AND FIRM PERFORMANCE IN A TRANSITION ECONOMY: THE NATURE OF A MICRO-MACRO LINK. (2000)Linking two dimensions of entrepreneurial orientation to firm performance (2001)A Theory of Social Comparison Processes (1954)Handbook of Industrial and Organizational Psychology. (1977)The Social Psychology of Organizations. (1979)PEOPLE AND ORGANIZATIONAL CULTURE: A PROFILE COMPARISON APPROACH TO ASSESSING PERSON-ORGANIZATION FIT (1991)PERSON‐ORGANIZATION FIT: AN INTEGRATIVE REVIEW OF ITS CONCEPTUALIZATIONS, MEASUREMENT, AND IMPLICATIONS (1996)CONSEQUENCES OF INDIVIDUALS' FIT AT WORK: A META‐ANALYSIS OF PERSON–JOB, PERSON–ORGANIZATION, PERSON–GROUP, AND PERSON–SUPERVISOR FIT (2005)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)Role congruity theory of prejudice toward female leaders. (2002)Transformational, transactional, and laissez-faire leadership styles: A meta-analysis comparing women and men. (2003)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)E‐satisfaction and e‐loyalty: A contingency framework (2003)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 1982Out of the Crisis7,278 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1987THE PEOPLE MAKE THE PLACE4,610 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1984Measuring organizational performance in the absence of objective measures: The case of the privately‐held firm and conglomerate business unit3,337 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 1993Customer satisfaction, customer retention, and market share2,151 cited
  • 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
  • 1983A Logit Model of Brand Choice Calibrated on Scanner Data1,806 cited
  • 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1994Managing Customer Relationships for Profit: The Dynamics of Relationship Quality1,185 cited
  • 1987Measurement of Business Economic Performance: An Examination of Method Convergence

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1,019 cited
  • 1993Tracking the evolution of the services marketing literature977 cited
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    • 2006The integrated effects of market‐oriented culture and marketing strategy on firm performance37 cited