Durvasula, S., Lysonski, S., Mehta, S.C., & Tang, B.P. (2004). Forging relationships with
services: the antecedents that have an impact on behavioural outcomes in the life insurance
industry. Journal of Financial Services Marketing, 8(4), 314-326. http://dx.doi.org/10.1057/
palgrave.fsm.4770129
Fogli, L. (2006). Customer Service Delivery. San Francisco: Jossey-Bass.
Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience.
Journal of Marketing, 56(1), 6-21. http://dx.doi.org/10.2307/1252129
Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J., & Bryant, B.E. (1996). The American
customer satisfaction, index: nature, purpose and findings. Journal of Marketing, 60(4), 7-18.
http://dx.doi.org/10.2307/1251898
Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships.
Journal of Marketing, 58(2), 1-19. http://dx.doi.org/10.2307/1252265
Garbarino, E., & Johnson, M. S. (1999). The Different Roles of Satisfaction, Trust, and
Commitment in Customer Relationships. Journal of Marketing, 63(2), 70-87. http://dx.doi.
org/10.2307/1251946
Geyskens, I., Steenkamp, J.B.E.M., & Kumar, N. (1998). Generalizations about trust
in marketing channel relationships using meta-analysis. International Journal of Research in
Marketing, 15(3), 223-248. http://dx.doi.org/10.1016/S0167-8116(98)00002-0
Gremler, D.D., & Brown, S.W. (1996). Service loyalty: its nature, importance, and
implications. In Edvardsson, B., Brown, S.W., Johnston, R. & Scheuing, E. (Eds), QUIS
V: Advancing Service Quality: A Global Perspective (171-180). New York: International Service
Quality Association.
Gronhaug, K., & Gilly, M.C. (1991). A transaction cost approach to customer
dissatisfaction and complaint actions. Journal of Economic Psycholog y, 12(1), 165-183. http://
dx.doi.org/10.1016/0167-4870(91)90048-X
Guillen, M, Neilsen, J. P., & Perez-Marin, A. M. (2008). The Need to Monitor Customer
Loyalty and Business Risk in the European Insurance Industry. The Geneva Papers on Risk
and Insurance, 33(1), 207-218. http://dx.doi.org/10.1057/gpp.2008.1
Hallowell, R. (1996). The relationship of customer satisfaction, customer loyalty and
profitability: an empirical study. International Journal of Service Industry Management, 7(4), 27-42.
http://dx.doi.org/10.1108/09564239610129931
Hauser, J. R., Simester, D. I., & Wernerfelt, B. (1994). Customer satisfaction incentives.
Marketing Science, 13(4), 327-350. http://dx.doi.org/10.1287/mksc.13.4.327
Homburg, Ch., & Giering, A. (2001). Personal Characteristics as Moderators of the
Relationship Between Customer Satisfaction and Loyalty - An Empirical Analysis.
Psycholog y & Marketing, 18(1), 43-66. http://dx.doi.org/10.1002/1520-6793(200101)18:13.0.CO;2-I
Jackson, B.B. (1985). Winning and Keeping Industrial Customers. Lexington: Lexington Books.
Jacoby, J., & Kyner, D.B. (1973). Brand Loyalty Versus Repeat Purchasing Behavior. Journal
of Marketing Research, 10(1), 1-9. http://dx.doi.org/10.2307/3149402
Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P. (2005). The role of relational
information processes and technology use in customer relationship management. Journal of
Marketing, 69(4), 177-192. http://dx.doi.org/10.1509/jmkg.2005.69.4.177
30.
31.
32.
33.
34.
35.
36.
37.
38.
39.
40.
41.
42.
43.
44.
45.
157
Johanson, J., & Mattsson, L.G. (1997). Internationalizations in industrial systems: A
network approach. In Ford, D. (Ed.). Understanding Business Markets (194-213). London:
Dryden Press.
Johnson, M. D, Herrmann, A., & Huber, F. (2006). The Evolution of Loyalty Intentions.
Journal of Marketing, 70(2), 122-132. http://dx.doi.org/10.1509/jmkg.70.2.122
Jones, M.A., Beatty, S.E., & Mothersbaugh, D.V. (2000). Switching barriers and repurchase
intentions in services. Journal of Retailing, 76(2), 259-274. http://dx.doi.org/10.1016/S0022-
4359(00)00024-5
Jones, T., Fox, G.L., Taylor, S.F., & Fabrigar, L.R. (2010). Service customer commitment
and response. Journal of Services Marketing, 24(1), 16-28. http://dx.doi.org/10.1108/088760410
11017862
Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: the role
of customer satisfaction and image. International Journal of Contemporary Hospitality Management,
12(6), 346-351. http://dx.doi.org/10.1108/09596110010342559
Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions
on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural
analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371. http://dx.doi.org/10.110
8/13555851011062269
Keaveney, S.M. (1995). Customer switching behavior in service industries: an exploratory
study. Journal of Marketing, 59(2), 71-82. http://dx.doi.org/10.2307/1252074
Knox, S., & Walker, D. (2001). Measuring and Managing Brand Loyalty. Journal of Strategic
Marketing, 9(2), 111-128. http://dx.doi.org/10.1080/713775733
Kumra, R., & Mittal, R. K. (2004). Trust and its Determinants in Internet Banking: A
Study of Private Sector Banks in India. Decision, 31(1), 73-96.
Ladhari, R., Ladhari, I., & Morales, M. (2011). Bank service quality: comparing Canadian
and Tunisian customer perceptions. International Journal of Bank Marketing, 29(3), 224-246.
http://dx.doi.org/10.1108/02652321111117502
Lim, K., & Razzaque, A.M. (1997). Brand loyalty and situational effects: An interactionist
perspective. Journal of International Consumer Marketing, 9(4), 95-115. http://dx.doi.
org/10.1300/J046v09n04_06
Lombardi, L.J. (2005). The importance of client retention. LIMRA’s MarketFacts Quarterly,
24(2), 31-2.
Lusch, R.F., & Brown, J.R. (1996). Interdependency, contracting, and relational behavior in
marketing channel. Journal of Marketing, 60(4), 19-38. http://dx.doi.org/10.2307/1251899
Mayer, R.C., Davis, J.H., & Schoorman, F.D. (1995). An integrative model of organizational
trust. Academy of Management Review, 20(3), 709-734. http://dx.doi.org/10.5465/
AMR.1995.9508080335
Minkiewicz, J., Evans, J., Bridson, K., & Mavondo, F. (2011). Corporate image in the leisure
services sector. Journal of Services Marketing, 25(3), 190-201. http://dx.doi.org/10.1108/08876
041111129173
Mittal, B., & Walfried, M.L. (1998). Why Do customers Switch? The Dynamics of
Satisfaction versus Loyalty. Journal of Services Marketing, 12(3), 177-194. http://dx.doi.
org/10.1108/08876049810219502
Durvasula, S., Lysonski, S., Mehta, S.C., & Tang, B.P. (2004). Forging relationships withservices: the antecedents that have an impact on behavioural outcomes in the life insuranceindustry. Journal of Financial Services Marketing, 8(4), 314-326. http://dx.doi.org/10.1057/palgrave.fsm.4770129Fogli, L. (2006). Customer Service Delivery. San Francisco: Jossey-Bass.Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience.Journal of Marketing, 56(1), 6-21. http://dx.doi.org/10.2307/1252129Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J., & Bryant, B.E. (1996). The Americancustomer satisfaction, index: nature, purpose and findings. Journal of Marketing, 60(4), 7-18.http://dx.doi.org/10.2307/1251898Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships.Journal of Marketing, 58(2), 1-19. http://dx.doi.org/10.2307/1252265Garbarino, E., & Johnson, M. S. (1999). The Different Roles of Satisfaction, Trust, andCommitment in Customer Relationships. Journal of Marketing, 63(2), 70-87. http://dx.doi.org/10.2307/1251946Geyskens, I., Steenkamp, J.B.E.M., & Kumar, N. (1998). Generalizations about trustin marketing channel relationships using meta-analysis. International Journal of Research inMarketing, 15(3), 223-248. http://dx.doi.org/10.1016/S0167-8116(98)00002-0Gremler, D.D., & Brown, S.W. (1996). Service loyalty: its nature, importance, andimplications. In Edvardsson, B., Brown, S.W., Johnston, R. & Scheuing, E. (Eds), QUISV: Advancing Service Quality: A Global Perspective (171-180). New York: International ServiceQuality Association.Gronhaug, K., & Gilly, M.C. (1991). A transaction cost approach to customerdissatisfaction and complaint actions. Journal of Economic Psycholog y, 12(1), 165-183. http://dx.doi.org/10.1016/0167-4870(91)90048-XGuillen, M, Neilsen, J. P., & Perez-Marin, A. M. (2008). The Need to Monitor CustomerLoyalty and Business Risk in the European Insurance Industry. The Geneva Papers on Riskand Insurance, 33(1), 207-218. http://dx.doi.org/10.1057/gpp.2008.1Hallowell, R. (1996). The relationship of customer satisfaction, customer loyalty andprofitability: an empirical study. International Journal of Service Industry Management, 7(4), 27-42.http://dx.doi.org/10.1108/09564239610129931Hauser, J. R., Simester, D. I., & Wernerfelt, B. (1994). Customer satisfaction incentives.Marketing Science, 13(4), 327-350. http://dx.doi.org/10.1287/mksc.13.4.327Homburg, Ch., & Giering, A. (2001). Personal Characteristics as Moderators of theRelationship Between Customer Satisfaction and Loyalty - An Empirical Analysis.Psycholog y & Marketing, 18(1), 43-66. http://dx.doi.org/10.1002/1520-6793(200101)18:1<43::AID-MAR3>3.0.CO;2-IJackson, B.B. (1985). Winning and Keeping Industrial Customers. Lexington: Lexington Books.Jacoby, J., & Kyner, D.B. (1973). Brand Loyalty Versus Repeat Purchasing Behavior. Journalof Marketing Research, 10(1), 1-9. http://dx.doi.org/10.2307/3149402Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P. (2005). The role of relationalinformation processes and technology use in customer relationship management. Journal ofMarketing, 69(4), 177-192. http://dx.doi.org/10.1509/jmkg.2005.69.4.17730.31.32.33.34.35.36.37.38.39.40.41.42.43.44.45.157Johanson, J., & Mattsson, L.G. (1997). Internationalizations in industrial systems: Anetwork approach. In Ford, D. (Ed.). Understanding Business Markets (194-213). London:Dryden Press.Johnson, M. D, Herrmann, A., & Huber, F. (2006). The Evolution of Loyalty Intentions.Journal of Marketing, 70(2), 122-132. http://dx.doi.org/10.1509/jmkg.70.2.122Jones, M.A., Beatty, S.E., & Mothersbaugh, D.V. (2000). Switching barriers and repurchaseintentions in services. Journal of Retailing, 76(2), 259-274. http://dx.doi.org/10.1016/S0022-4359(00)00024-5Jones, T., Fox, G.L., Taylor, S.F., & Fabrigar, L.R. (2010). Service customer commitmentand response. Journal of Services Marketing, 24(1), 16-28. http://dx.doi.org/10.1108/08876041011017862Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: the roleof customer satisfaction and image. International Journal of Contemporary Hospitality Management,12(6), 346-351. http://dx.doi.org/10.1108/09596110010342559Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensionson customer satisfaction, trust, and loyalty in e-commerce settings: A cross culturalanalysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371. http://dx.doi.org/10.1108/13555851011062269Keaveney, S.M. (1995). Customer switching behavior in service industries: an exploratorystudy. Journal of Marketing, 59(2), 71-82. http://dx.doi.org/10.2307/1252074Knox, S., & Walker, D. (2001). Measuring and Managing Brand Loyalty. Journal of StrategicMarketing, 9(2), 111-128. http://dx.doi.org/10.1080/713775733Kumra, R., & Mittal, R. K. (2004). Trust and its Determinants in Internet Banking: AStudy of Private Sector Banks in India. Decision, 31(1), 73-96.Ladhari, R., Ladhari, I., & Morales, M. (2011). Bank service quality: comparing Canadianand Tunisian customer perceptions. International Journal of Bank Marketing, 29(3), 224-246.http://dx.doi.org/10.1108/02652321111117502Lim, K., & Razzaque, A.M. (1997). Brand loyalty and situational effects: An interactionistperspective. Journal of International Consumer Marketing, 9(4), 95-115. http://dx.doi.org/10.1300/J046v09n04_06Lombardi, L.J. (2005). The importance of client retention. LIMRA’s MarketFacts Quarterly,24(2), 31-2.Lusch, R.F., & Brown, J.R. (1996). Interdependency, contracting, and relational behavior inmarketing channel. Journal of Marketing, 60(4), 19-38. http://dx.doi.org/10.2307/1251899
Mayer, R.C., Davis, J.H., & Schoorman, F.D. (1995). An integrative model of organizational
trust. Academy of Management Review, 20(3), 709-734. http://dx.doi.org/10.5465/
AMR.1995.9508080335
Minkiewicz, J., Evans, J., Bridson, K., & Mavondo, F. (2011). Corporate image in the leisure
services sector. Journal of Services Marketing, 25(3), 190-201. http://dx.doi.org/10.1108/08876
041111129173
Mittal, B., & Walfried, M.L. (1998). Why Do customers Switch? The Dynamics of
Satisfaction versus Loyalty. Journal of Services Marketing, 12(3), 177-194. http://dx.doi.
org/10.1108/08876049810219502
การแปล กรุณารอสักครู่..
Durvasula, S., Lysonski, S., Mehta, S.C., & Tang, B.P. (2004). Forging relationships with
services: the antecedents that have an impact on behavioural outcomes in the life insurance
industry. Journal of Financial Services Marketing, 8(4), 314-326. http://dx.doi.org/10.1057/
palgrave.fsm.4770129
Fogli, L. (2006). Customer Service Delivery. San Francisco: Jossey-Bass.
Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience.
Journal of Marketing, 56(1), 6-21. http://dx.doi.org/10.2307/1252129
Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J., & Bryant, B.E. (1996). The American
customer satisfaction, index: nature, purpose and findings. Journal of Marketing, 60(4), 7-18.
http://dx.doi.org/10.2307/1251898
Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships.
Journal of Marketing, 58(2), 1-19. http://dx.doi.org/10.2307/1252265
Garbarino, E., & Johnson, M. S. (1999). The Different Roles of Satisfaction, Trust, and
Commitment in Customer Relationships. Journal of Marketing, 63(2), 70-87. http://dx.doi.
org/10.2307/1251946
Geyskens, I., Steenkamp, J.B.E.M., & Kumar, N. (1998). Generalizations about trust
in marketing channel relationships using meta-analysis. International Journal of Research in
Marketing, 15(3), 223-248. http://dx.doi.org/10.1016/S0167-8116(98)00002-0
Gremler, D.D., & Brown, S.W. (1996). Service loyalty: its nature, importance, and
implications. In Edvardsson, B., Brown, S.W., Johnston, R. & Scheuing, E. (Eds), QUIS
V: Advancing Service Quality: A Global Perspective (171-180). New York: International Service
Quality Association.
Gronhaug, K., & Gilly, M.C. (1991). A transaction cost approach to customer
dissatisfaction and complaint actions. Journal of Economic Psycholog y, 12(1), 165-183. http://
dx.doi.org/10.1016/0167-4870(91)90048-X
Guillen, M, Neilsen, J. P., & Perez-Marin, A. M. (2008). The Need to Monitor Customer
Loyalty and Business Risk in the European Insurance Industry. The Geneva Papers on Risk
and Insurance, 33(1), 207-218. http://dx.doi.org/10.1057/gpp.2008.1
Hallowell, R. (1996). The relationship of customer satisfaction, customer loyalty and
profitability: an empirical study. International Journal of Service Industry Management, 7(4), 27-42.
http://dx.doi.org/10.1108/09564239610129931
Hauser, J. R., Simester, D. I., & Wernerfelt, B. (1994). Customer satisfaction incentives.
Marketing Science, 13(4), 327-350. http://dx.doi.org/10.1287/mksc.13.4.327
Homburg, Ch., & Giering, A. (2001). Personal Characteristics as Moderators of the
Relationship Between Customer Satisfaction and Loyalty - An Empirical Analysis.
Psycholog y & Marketing, 18(1), 43-66. http://dx.doi.org/10.1002/1520-6793(200101)18:1<43::
AID-MAR3>3.0.CO;2-I
Jackson, B.B. (1985). Winning and Keeping Industrial Customers. Lexington: Lexington Books.
Jacoby, J., & Kyner, D.B. (1973). Brand Loyalty Versus Repeat Purchasing Behavior. Journal
of Marketing Research, 10(1), 1-9. http://dx.doi.org/10.2307/3149402
Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P. (2005). The role of relational
information processes and technology use in customer relationship management. Journal of
Marketing, 69(4), 177-192. http://dx.doi.org/10.1509/jmkg.2005.69.4.177
30.
31.
32.
33.
34.
35.
36.
37.
38.
39.
40.
41.
42.
43.
44.
45.
157
Johanson, J., & Mattsson, L.G. (1997). Internationalizations in industrial systems: A
network approach. In Ford, D. (Ed.). Understanding Business Markets (194-213). London:
Dryden Press.
Johnson, M. D, Herrmann, A., & Huber, F. (2006). The Evolution of Loyalty Intentions.
Journal of Marketing, 70(2), 122-132. http://dx.doi.org/10.1509/jmkg.70.2.122
Jones, M.A., Beatty, S.E., & Mothersbaugh, D.V. (2000). Switching barriers and repurchase
intentions in services. Journal of Retailing, 76(2), 259-274. http://dx.doi.org/10.1016/S0022-
4359(00)00024-5
Jones, T., Fox, G.L., Taylor, S.F., & Fabrigar, L.R. (2010). Service customer commitment
and response. Journal of Services Marketing, 24(1), 16-28. http://dx.doi.org/10.1108/088760410
11017862
Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: the role
of customer satisfaction and image. International Journal of Contemporary Hospitality Management,
12(6), 346-351. http://dx.doi.org/10.1108/09596110010342559
Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions
on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural
analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371. http://dx.doi.org/10.110
8/13555851011062269
Keaveney, S.M. (1995). Customer switching behavior in service industries: an exploratory
study. Journal of Marketing, 59(2), 71-82. http://dx.doi.org/10.2307/1252074
Knox, S., & Walker, D. (2001). Measuring and Managing Brand Loyalty. Journal of Strategic
Marketing, 9(2), 111-128. http://dx.doi.org/10.1080/713775733
Kumra, R., & Mittal, R. K. (2004). Trust and its Determinants in Internet Banking: A
Study of Private Sector Banks in India. Decision, 31(1), 73-96.
Ladhari, R., Ladhari, I., & Morales, M. (2011). Bank service quality: comparing Canadian
and Tunisian customer perceptions. International Journal of Bank Marketing, 29(3), 224-246.
http://dx.doi.org/10.1108/02652321111117502
Lim, K., & Razzaque, A.M. (1997). Brand loyalty and situational effects: An interactionist
perspective. Journal of International Consumer Marketing, 9(4), 95-115. http://dx.doi.
org/10.1300/J046v09n04_06
Lombardi, L.J. (2005). The importance of client retention. LIMRA’s MarketFacts Quarterly,
24(2), 31-2.
Lusch, R.F., & Brown, J.R. (1996). Interdependency, contracting, and relational behavior in
marketing channel. Journal of Marketing, 60(4), 19-38. http://dx.doi.org/10.2307/1251899
Mayer, R.C., Davis, J.H., & Schoorman, F.D. (1995). An integrative model of organizational
trust. Academy of Management Review, 20(3), 709-734. http://dx.doi.org/10.5465/
AMR.1995.9508080335
Minkiewicz, J., Evans, J., Bridson, K., & Mavondo, F. (2011). Corporate image in the leisure
services sector. Journal of Services Marketing, 25(3), 190-201. http://dx.doi.org/10.1108/08876
041111129173
Mittal, B., & Walfried, M.L. (1998). Why Do customers Switch? The Dynamics of
Satisfaction versus Loyalty. Journal of Services Marketing, 12(3), 177-194. http://dx.doi.
org/10.1108/08876049810219502
การแปล กรุณารอสักครู่..