References

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• 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
• 2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy2,149 cited
• 2004The One Number You Need to Grow2,034 cited
• 1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction1,948 cited
• 2003The one number you need to grow.1,683 cited
• 2005The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention1,575 cited
• 2000Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value1,157 cited
• 1999A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction1,126 cited
• 2004The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services970 cited
• 2014A step-by-step approach to using SAS for factor analysis and structural equation modeling949 cited
• 2004A Customer Lifetime Value Framework for Customer Selection and Resource Allocation Strategy948 cited
• 2001The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France885 cited
• 2001A Framework for Customer Relationship Management