References

• 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
• 1985Competitive advantage, creating and sustaining superior performance10,284 cited
• 1973Marketing Management: Analysis, Planning and Control2,439 cited
• 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
• 2000The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda1,795 cited
• 1997Reflections on gaining competitive advantage through customer value941 cited
• 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions939 cited
• 1995The One to One Future: Building Relationships One Customer at a Time696 cited
• 1995Word-of-mouth effects on short-term and long-term product judgments686 cited
• 2004Customer value: a review of recent literature and an integrative configuration590 cited
• 1991Five imperatives for improving service quality521 cited
• 2003On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth461 cited
• 2003An LTV model and customer segmentation based on customer value: a case study on the wireless telecommunication industry411 cited
• 2002Service quality and productivity: A synergistic perspective