References

• 1994Determinants of Long-Term Orientation in Buyer-Seller Relationships6,726 cited
• 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
• 1998Customer Satisfaction and Word of Mouth2,105 cited
• 2000Customer satisfaction with services: putting perceived value into the equation1,832 cited
• 1997Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services1,380 cited
• 2004Customer Satisfaction and Shareholder Value1,336 cited
• 2000Customer loyalty in the hotel industry: the role of customer satisfaction and image1,231 cited
• 2000Personal characteristics as moderators of the relationship between customer satisfaction and loyalty?an empirical analysis1,179 cited
• 1998Antecedents and consequences of trust and satisfaction in buyer‐seller relationships1,088 cited
• 2003On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth461 cited
• 1996Customer satisfaction and price tolerance350 cited

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