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A Theoretical Review of CRM Effects on Customer Satisfaction and Loyalty
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A Theoretical Review of CRM Effects on Customer Satisfaction and Loyalty (2015)A Theoretical Review of CRM Effects on Cu…International Journal of Business and Social Science (2018)International Journal of Busi…The role of multichannel integration in customer relationship management (2004)The role of multichannel inte…The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The Customer Relationship Man…An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon (2004)An evaluation of divergent pe…Measuring the quality of relationships in consumer services: an empirical study (2003)Measuring the quality of rela…Customer Relationship Management: Emerging Practice, Process, and Discipline (2002)Customer Relationship Managem…Avoid the four perils of CRM. 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(1999)Whence Consumer Loyalty?The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Contemporary Marketing (1974)Contemporary MarketingStrategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. 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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1999Whence Consumer Loyalty?4,891 cited
  • 2018International Journal of Business and Social Science4,284 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 2004The Customer Relationship Management Process: Its Measurement and Impact on Performance1,686 cited
  • 2003Measuring the quality of relationships in consumer services: an empirical study708 cited
  • 2002Avoid the four perils of CRM.699 cited
  • 2002Customer Relationship Management: Emerging Practice, Process, and Discipline682 cited
  • 2004An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon680 cited
  • 2000Customer Relationship Management (CRM) in financial services498 cited
  • 2000Accelerating Customer Relationships: Using Crm and Relationship Technologies434 cited
  • 2004The role of multichannel integration in customer relationship management

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367 cited
  • 1974Contemporary Marketing288 cited
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