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Estrategias de lealtad de clientes en la banca universal
16 references·1 citing·36 second hop
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References

  • 1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research36,736 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1993Conceptualizing, Measuring, and Managing Customer-Based Brand Equity14,745 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1990The measurement and antecedents of affective, continuance and normative commitment to the organization11,924 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1987Developing Buyer-Seller Relationships9,139 cited
  • 1999Whence Consumer Loyalty?7,319 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,761 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,704 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,572 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction3,441 cited
  • 1992The Use of Pledges to Build and Sustain Commitment in Distribution Channels3,430 cited
  • 1994From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing

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2,360 cited
  • 1995The Structure of Commitment in Exchange2,238 cited
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    • 2020Modelo de Ecuaciones Estructurales (Con estimación PLS) basado en calidad de servicio y lealtad del Cliente de las Cajas Rurales Peruanas15 cited