References

• 1996The Behavioral Consequences of Service Quality11,994 cited
• 1990Zero defections: quality comes to services.5,435 cited
• 1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,201 cited
• 1996The value concept and relationship marketing2,180 cited
• 1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction1,978 cited
• 1997The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development1,340 cited
• 1996Frontiers of Electronic Commerce977 cited
• 2001The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France889 cited
• 2001Value Creation in Buyer–Seller Relationships885 cited
• 1996LEARNING FROM CUSTOMER DEFECTIONS793 cited
• 2003The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting700 cited
• 1995Relationship Marketing: The Strategy Continuum504 cited
• 1997Keynote paper From marketing mix to relationship marketing ‐ towards a paradigm shift in marketing491 cited
• 2004Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market417 cited