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Making customer relationship management work: evidence from the banking industry in Taiwan
16 references·2 citing·36 second hop
Making customer relationship management work: evidence from the banking industry in Taiwan (2009)Making customer relationship management w…Return on Marketing: Using Customer Equity to Focus Marketing Strategy (2003)Return on Marketing: Using Cu…Consumer perceived value: The development of a multiple item scale (2001)Consumer perceived value: The…Marketing management: analysis. planning. implementation and control (2000)Marketing management: analysi…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Cutoff criteria for fit index…Customer value: The next source for competitive advantage (1997)Customer value: The next sour…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Conceptualizing, Measuring, a…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Zero defections: quality comes to services. (1990)Zero defections: quality come…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…LISREL 7 : user's reference guide (1989)LISREL 7 : user's reference g…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…Strategic Brand Concept-Image Management (1986)Strategic Brand Concept-Image…Positive moods and word-of-mouth in the banking industry (2018)Positive moods and word-of-mo…Progress in customer relationship management adoption: a cross-sector study (2012)Progress in customer relation…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)How destination image and evaluative factors affect behavioral intentions? (2006)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Comparative fit indexes in structural models. (1990)Alternative Ways of Assessing Model Fit (1992)Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecification. (1998)Evaluating the Fit of Structural Equation Models: Tests of Significance and Descriptive Goodness-of-Fit Measures (2003)Sensitivity of Goodness of Fit Indexes to Lack of Measurement Invariance (2007)The Competitive Advantage of Nations (1991)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)The four levels of loyalty and the pivotal role of trust: a study of online service dynamics (2004)Value-based Adoption of Mobile Internet: An empirical investigation (2005)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Understanding Attitudes and Predicting Social Behavior (1980)Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Dimensions of Brand Personality (1997)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Evolving to a New Dominant Logic for Marketing (2003)Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance (2002)PLS-SEM: Indeed a Silver Bullet (2011)lavaan : An R Package for Structural Equation Modeling (2012)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Whence Consumer Loyalty? (1999)
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References

  • 1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives108,592 cited
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 1993Conceptualizing, Measuring, and Managing Customer-Based Brand Equity14,745 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
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  • 1989LISREL 7 : user's reference guide6,783 cited
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  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
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  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
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  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1986

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Strategic Brand Concept-Image Management
2,198 cited
  • 2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy2,149 cited
  • Cited by

    • 2012Progress in customer relationship management adoption: a cross-sector study30 cited
    • 2018Positive moods and word-of-mouth in the banking industry20 cited