Tài liệu tham khảo |
Loại |
Chi tiết |
1. Anderson, E.W. and Fornell, C. (2000), Foundation of the American Customer Satisfaction Index, Total Quality Management, 11, 7, 8869-8882 |
Sách, tạp chí |
Tiêu đề: |
Total Quality Management |
Tác giả: |
Anderson, E.W. and Fornell, C |
Năm: |
2000 |
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2. Andreassen, T. W. and Lindestad, B. (1998a), The effects of corporate image in the formation of customer loyalty, Journal of Service Marketing, 1, 82-92 |
Sách, tạp chí |
Tiêu đề: |
Journal of Service Marketing, 1 |
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3. Andreassen, T. W. and Lindestad, B. (1998b), Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise, International Journal of Service Industry Management, 9, 7-23 |
Sách, tạp chí |
Tiêu đề: |
International Journal of Service Industry Management |
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4. Bae, Young Han, ( 2012 )."Three essays on the customer satisfaction- customer loyalty association." PhD (Doctor of Philosophy) thesis, University of Iowa |
Sách, tạp chí |
Tiêu đề: |
Three essays on the customer satisfaction-customer loyalty association |
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5. Berry L, Parasuraman A. & Zeithaml V. (1988), The Service-Quality Puzzle, Business Horizons, Sep-Oct, pp 35-43 |
Sách, tạp chí |
Tiêu đề: |
The Service-Quality Puzzle |
Tác giả: |
Berry L, Parasuraman A. & Zeithaml V |
Năm: |
1988 |
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7. Bloemer, J.M.M. and Poiesz, T.B.C. (1989), “The illusion of consumer satisfaction”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 2, pp. 43-8 |
Sách, tạp chí |
Tiêu đề: |
“The illusion of consumersatisfaction |
Tác giả: |
Bloemer, J.M.M. and Poiesz, T.B.C |
Năm: |
1989 |
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8. Bearden, William O and Jesse E. Teel (1983), ―Selected Determinants of Consumer Satisfaction and Complaint Reports.‖ Journal of Marketing Research, Vol. 20, No. 1, pp. 21-28 |
Sách, tạp chí |
Tiêu đề: |
―Selected Determinants ofConsumer Satisfaction and Complaint Reports.‖ |
Tác giả: |
Bearden, William O and Jesse E. Teel |
Năm: |
1983 |
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10. 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 andmediating role of customer satisfaction” |
Tác giả: |
Caruana. A |
Năm: |
2000 |
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13. Day, G.S. (1969). A two-dimensional concept of brand loyalty, Journal of Advertising Research 9: 29-35 |
Sách, tạp chí |
Tiêu đề: |
Journal ofAdvertising Research |
Tác giả: |
Day, G.S |
Năm: |
1969 |
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14. De Ruyter, K., Wetzels, M. and Bloemer, J. (1998), “On the relationship between perceived service quality, service loyalty and switching costs”, International Journal of Service Industry Management, Vol. 9 No. 5, pp. 436- 53 |
Sách, tạp chí |
Tiêu đề: |
On the relationshipbetween perceived service quality, service loyalty and switching costs |
Tác giả: |
De Ruyter, K., Wetzels, M. and Bloemer, J |
Năm: |
1998 |
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15. Dick, A.S. and Basu, K. (1994), “Customer loyalty: toward an integrated conceptual framework”, Journal of the Academy of Marketing Science, Vol.22, pp. 99-113 |
Sách, tạp chí |
Tiêu đề: |
Customer loyalty: toward an integratedconceptual framework”, "Journal of the Academy of Marketing Science |
Tác giả: |
Dick, A.S. and Basu, K |
Năm: |
1994 |
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17. Fornell, C. (1992), A national customer satisfaction barometer, the Swedish experience, Journal of Marketing, 56, 6-21 |
Sách, tạp chí |
Tiêu đề: |
Journal of Marketing |
Tác giả: |
Fornell, C |
Năm: |
1992 |
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19. Feigenbaum, A.V. (1991), Total Quality Control, 3 rd ed., revised, Mc Graw- Hill, New York |
Sách, tạp chí |
Tiêu đề: |
Total Quality Control, 3"rd "ed |
Tác giả: |
Feigenbaum, A.V |
Năm: |
1991 |
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21. Gremler D.D. and Brown S.W. (1996). “ (1996), ``Service loyalty: its nature, importance and implications’’ |
Sách, tạp chí |
Tiêu đề: |
(1996) |
Tác giả: |
Gremler D.D. and Brown S.W. (1996). “ |
Năm: |
1996 |
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28. Jacoby, J. (1971). A model of multi-brand loyalty, Journal of Advertising Research 11: 25-31 |
Sách, tạp chí |
Tiêu đề: |
Journal of AdvertisingResearch |
Tác giả: |
Jacoby, J |
Năm: |
1971 |
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29. Jacoby, J. and Chestnut, R.W. (1978). Brand Loyalty: Measurement and Management. New York: John Wiley |
Sách, tạp chí |
Tiêu đề: |
Brand Loyalty: Measurement andManagement |
Tác giả: |
Jacoby, J. and Chestnut, R.W |
Năm: |
1978 |
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31. Kotler, P. and Amstrong. (2008). Principle of Marketing. 12th edition, New Jersey, U.S.A.: Pearson Education, Inc |
Sách, tạp chí |
Tiêu đề: |
Principle of Marketing |
Tác giả: |
Kotler, P. and Amstrong |
Năm: |
2008 |
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38. Martensen. A., Gronholdt, L. and Kristensen, K. (2000), The drivers of customer satisfaction and loyalty. Cross-industry findings from Denmark, Total Quality Management, 11, 8544-8553 |
Sách, tạp chí |
Tiêu đề: |
Total Quality Management |
Tác giả: |
Martensen. A., Gronholdt, L. and Kristensen, K |
Năm: |
2000 |
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39. Michèle Paulin Jean Perrien Ronald Ferguson, (1997),"Relational contract norms and the effectiveness of commercial banking relationships", International Journal of Service Industry Management, Vol. 8 Iss 5 pp. 435 - 452 Permanent link to this document |
Sách, tạp chí |
Tiêu đề: |
Relational contractnorms and the effectiveness of commercial banking relationships |
Tác giả: |
Michèle Paulin Jean Perrien Ronald Ferguson |
Năm: |
1997 |
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32. Kai Kristensen , Anne Martensen & Lars Gronholdt (2000) (http://dx.doi.org/10.1080/09544120050135533) |
Link |
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