References

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• 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
• 1999Whence Consumer Loyalty?7,319 cited
• 1999Whence Consumer Loyalty?4,891 cited
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• 2004The One Number You Need to Grow2,034 cited
• 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
• 2003The one number you need to grow.1,683 cited
• 1989A Critical review of consumer satisfaction1,522 cited
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• 1996An empirical examination of a model of perceived service quality and satisfaction1,220 cited
• 1995The complex relationship between consumer satisfaction and brand loyalty1,064 cited
• 1993An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty893 cited
• 1988A Conceptual Model of Service Quality579 cited
• 2004Customer satisfaction should not be the only goal