| Tài liệu tham khảo |
Loại |
Chi tiết |
| 1. Aaker, David A (1996), “Measuring brand equity across products and markets”, California Management Review; Spring 1996; 38, 3; pg. 102 2. Aaker, Jennifer. L. (1997), “Dimension of Brand Personality”, Journal ofMarketing Research, 34 (3): 347-356 |
Sách, tạp chí |
| Tiêu đề: |
Measuring brand equity across products and markets"”, California Management Review; Spring 1996; 38, 3; pg. 102 2. Aaker, Jennifer. L. (1997), “"Dimension of Brand Personality |
| Tác giả: |
Aaker, David A (1996), “Measuring brand equity across products and markets”, California Management Review; Spring 1996; 38, 3; pg. 102 2. Aaker, Jennifer. L |
| Năm: |
1997 |
|
| 3. Agrawal, R. (2008), Public transportation and customer satisfaction, Global Business Review |
Sách, tạp chí |
| Tiêu đề: |
Public transportation and customer satisfaction |
| Tác giả: |
Agrawal, R |
| Năm: |
2008 |
|
| 4. Andreas Wittmer & Tim Boettger (2010), Structural analysis of VLJ air taxi customer value factors, University of St. Gallen |
Sách, tạp chí |
| Tiêu đề: |
Structural analysis of VLJ air taxi customer value factors |
| Tác giả: |
Andreas Wittmer & Tim Boettger |
| Năm: |
2010 |
|
| 5. Bachelet, D. (1995), Measuring Satisfaction, or the Chain, the Tree, and the Nest, Customer Satisfaction Research, Brookes, R (ed.), ESOMAR, page 81 |
Sách, tạp chí |
| Tiêu đề: |
Measuring Satisfaction, or the Chain, the Tree, and the Nest |
| Tác giả: |
Bachelet, D |
| Năm: |
1995 |
|
| 6. Bejoy John Thomas and P C Sekar (2008), “Measurement and Validity of Jennifer. Aaker’s Brand Personality for Colgate Brand” |
Sách, tạp chí |
| Tiêu đề: |
Measurement and Validity of Jennifer. Aaker’s Brand Personality for Colgate Brand |
| Tác giả: |
Bejoy John Thomas and P C Sekar |
| Năm: |
2008 |
|
| 7. Bexley, J. B. (2005), Service Quality: An empirical study of expectations versus perceptions in the delivery of financial services in community banks |
Sách, tạp chí |
| Tiêu đề: |
Bexley, J. B. (2005) |
| Tác giả: |
Bexley, J. B |
| Năm: |
2005 |
|
| 8. Bojanic, D. C. (1991), Quality Measurement in Professional Services Firms, Journal of Professional Services Marketing, 7 (2): 27-36 |
Sách, tạp chí |
| Tiêu đề: |
Quality Measurement in Professional Services Firms |
| Tác giả: |
Bojanic, D. C |
| Năm: |
1991 |
|
| 9. Caruana A. (2000), Service loyalty – the effects of service quality and mediating role of customer satisfaction, European Journal of Marketing 36, 7/8: 811-823 |
Sách, tạp chí |
| Tiêu đề: |
Service loyalty – the effects of service quality and mediating role of customer satisfaction |
| Tác giả: |
Caruana A |
| Năm: |
2000 |
|
| 10. Cronin, J. J. & S. A. Taylor (1992), Measuring Service Quality: A Reexamination and Extension, Journal of Marketing, 56 (July): 55-68 |
Sách, tạp chí |
| Tiêu đề: |
Measuring Service Quality: A Reexamination and Extension |
| Tác giả: |
Cronin, J. J. & S. A. Taylor |
| Năm: |
1992 |
|
| 11. Czepiel J. A. (1990), Service Encounter and Service Relationships: Implication for Research, Journal of Business Research, 20, 13-21 |
Sách, tạp chí |
| Tiêu đề: |
Service Encounter and Service Relationships: "Implication for Research |
| Tác giả: |
Czepiel J. A |
| Năm: |
1990 |
|
| 13. David Carvalho Teixeira da Costa (2009), Performance and Design of Taxi Services at Airport Passenger Terminals |
Sách, tạp chí |
| Tiêu đề: |
David Carvalho Teixeira da Costa (2009) |
| Tác giả: |
David Carvalho Teixeira da Costa |
| Năm: |
2009 |
|
| 14. Day, G. S. (1996), “A Two-Dimensional Concept to Brand Loyalty”, Journal of Advertising, 30(9), pp.29-35 |
Sách, tạp chí |
| Tiêu đề: |
A Two-Dimensional Concept to Brand Loyalty |
| Tác giả: |
Day, G. S |
| Năm: |
1996 |
|
| 15. Ekinci, Y. (2003), An investigation of the determinants of customer satisfaction, Tourism Analysis, 193-196 |
Sách, tạp chí |
| Tiêu đề: |
An investigation of the determinants of customer satisfaction |
| Tác giả: |
Ekinci, Y |
| Năm: |
2003 |
|
| 16. Gerbing and Anderson (1998), An update paradigm for scale development incorporing unidimensionality and its assessments, Journal of Marketing Research 25: 186-192 |
Sách, tạp chí |
| Tiêu đề: |
update paradigm for scale development incorporing unidimensionality and its assessments |
| Tác giả: |
Gerbing and Anderson |
| Năm: |
1998 |
|
| 17. Gronroos, C. (1984), A service quality model and its marketing implications, European Journal of Marketing, 18(4):36-44 |
Sách, tạp chí |
| Tiêu đề: |
A service quality model and its marketing implications |
| Tác giả: |
Gronroos, C |
| Năm: |
1984 |
|
| 18. Gronroos, C. (1990), Service Management and Marketing, Managing the Moments of Truth in Service Competition, Lexington, MA: The Free Press 19. Hair & ctg (1998), Multivariate Data Analysis, Prentice-HallInternational, Inc, page 111 |
Sách, tạp chí |
| Tiêu đề: |
Service Management and Marketing, Managing the Moments of Truth in Service Competition", Lexington, MA: The Free Press 19.Hair & ctg (1998)," Multivariate Data Analysis |
| Tác giả: |
Gronroos, C. (1990), Service Management and Marketing, Managing the Moments of Truth in Service Competition, Lexington, MA: The Free Press 19. Hair & ctg |
| Năm: |
1998 |
|
| 20. Hayes, B. E. (1994), Measuring Customer Satisfaction – Development and Use of Questionnaires, 5th ed, Wincosin: ASQC Quality Press, page 24 |
Sách, tạp chí |
| Tiêu đề: |
Measuring Customer Satisfaction – Development and Use of Questionnaires, 5th ed |
| Tác giả: |
Hayes, B. E |
| Năm: |
1994 |
|
| 22. Jabnoun and Al-Tamimi (2003), Measuring perceived service quality at UAE commercial banks, International Journal of Quality and Reliability Management 4 |
Sách, tạp chí |
| Tiêu đề: |
Measuring perceived service quality at UAE commercial banks |
| Tác giả: |
Jabnoun and Al-Tamimi |
| Năm: |
2003 |
|
| 23. K Abdul Waheed, Neeti Yadav (2007), “A study on brand personality orientation to brand loyalty” |
Sách, tạp chí |
| Tiêu đề: |
A study on brand personality orientation to brand loyalty |
| Tác giả: |
K Abdul Waheed, Neeti Yadav |
| Năm: |
2007 |
|
| 24. Lehtinen, U & J. R. Lehtinen (1982), Service Quality: A Study of Quality Dimensions, Working Paper, Service Management Institute, Helsinki, Finland |
Sách, tạp chí |
| Tiêu đề: |
Service Quality: A Study of Quality Dimensions |
| Tác giả: |
Lehtinen, U & J. R. Lehtinen |
| Năm: |
1982 |
|