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Loại |
Chi tiết |
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Sách, tạp chí |
| Tiêu đề: |
The Effect of Service Price Increases on Customer Retention: The Moderating Role of Customer Tenure and Relationship Breadth”. "Journal of Service Research |
| Tác giả: |
Dawes, J |
| Năm: |
2009 |
|
| 11. Ennew, C.T. & Binks, M.R. (1996), “The impact of service quality and service characteristics on customer retention: Small businesses and their banks in UK”, British Journal of Management, 7 : 219- 230 |
Sách, tạp chí |
| Tiêu đề: |
The impact of service quality and service characteristics on customer retention: Small businesses and their banks in UK”, "British Journal of Management |
| Tác giả: |
Ennew, C.T. & Binks, M.R |
| Năm: |
1996 |
|
| 12. Evangelia Blery et al (2008), “Service quality and customer retention in mobile telephony”, Journal of Targeting, Measurement and Analysis for Marketing, 17(1) : 27-37 |
Sách, tạp chí |
| Tiêu đề: |
Service quality and customer retention in mobile telephony”, "Journal of "Targeting, Measurement and Analysis for Marketing |
| Tác giả: |
Evangelia Blery et al |
| Năm: |
2008 |
|
| 13. Festus Olorunniwo & Maxwell K. Hsu (2006), “A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services”, Managing Service Quality, 16(2) : 106-123 |
Sách, tạp chí |
| Tiêu đề: |
A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services”, "Managing Service Quality |
| Tác giả: |
Festus Olorunniwo & Maxwell K. Hsu |
| Năm: |
2006 |
|
| 14. Festus Olorunniwo, Maxwell K. Hsu & Godwin J. Udo (2006) “Service quality, customer satisfaction, and behavioral intentions in the service factory”, Journal of Services Marketing, 20(1) : 59-72 |
Sách, tạp chí |
| Tiêu đề: |
Service quality, customer satisfaction, and behavioral intentions in the service factory”, "Journal of Services Marketing |
|
| 15. Fill, C. (2005), Marketing Communications: contexts, strategies, and applications, Pearson Education Limited, New York |
Sách, tạp chí |
| Tiêu đề: |
Marketing Communications: contexts, strategies, and applications |
| Tác giả: |
Fill, C |
| Năm: |
2005 |
|
| 16. Fornell, C. & Wernerfelt, B. (1987) “Defensive Marketing Strategy by Customer Complaint Management : A Theoretical Analysis”, Journal of Marketing Research, 24(4) : 337-346 |
Sách, tạp chí |
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| 17. Gour C. Saha & Theingi (2009), "Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand", Managing Service Quality, 19(3) : 350-372 |
Sách, tạp chí |
| Tiêu đề: |
Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand |
| Tác giả: |
Gour C. Saha & Theingi |
| Năm: |
2009 |
|
| 18. Gremler, D.D. & Brown, S.W. (1996), “Service loyalty : its nature, importance, and implications’’, in Edwardson, B., Brown, S.W., Johnston, R. et al. (Eds), Advancing Service Quality : A Global Perspective, International Service Quality Association |
Sách, tạp chí |
| Tiêu đề: |
Service loyalty : its nature, importance, and implications’’, in Edwardson, B., Brown, S.W., Johnston, R. "et al". (Eds), "Advancing Service Quality : A Global "Perspective |
| Tác giả: |
Gremler, D.D. & Brown, S.W |
| Năm: |
1996 |
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| 19. Headley , D.E. & Miller, S.J. (1993), “Measuring service quality and its relationship to future consumer behaviour”, Journal of Health Care Marketing, 13(4) : 32-41 |
Sách, tạp chí |
| Tiêu đề: |
Measuring service quality and its relationship to future consumer behaviour”, "Journal of Health Care Marketing |
| Tác giả: |
Headley , D.E. & Miller, S.J |
| Năm: |
1993 |
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| 20. Heskett, J.L., Sasser, W.E. & Schlesinger, L.A. (1997), The service profit chain: how leading companies link profit and growth to loyalty, satisfaction, and value, The Free Press, New York |
Sách, tạp chí |
| Tiêu đề: |
The service profit chain: how leading "companies link profit and growth to loyalty, satisfaction, and value |
| Tác giả: |
Heskett, J.L., Sasser, W.E. & Schlesinger, L.A |
| Năm: |
1997 |
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| 21. Iuliia Shcheglova and Sergii Shcheglov (2010), Retention of the restaurants’ customers, Master Thesis, Gotland University |
Sách, tạp chí |
| Tiêu đề: |
Retention of the restaurants’ customers |
| Tác giả: |
Iuliia Shcheglova and Sergii Shcheglov |
| Năm: |
2010 |
|
| 22. Jones, M.A. et al. (2007), “The Positive and Negative Effects of Switching Costs on Relational Outcomes”, Journal of Service Research, 9(4) : 335-355 |
Sách, tạp chí |
| Tiêu đề: |
The Positive and Negative Effects of Switching Costs on Relational Outcomes”, "Journal of Service Research |
| Tác giả: |
Jones, M.A. et al |
| Năm: |
2007 |
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| 23. Kangis , P. & Zhang, Y. (2000), “Service quality and customer retention in financial services”, Journal of Financial ServicesMarketing, 4(4) : 306-318 |
Sách, tạp chí |
| Tiêu đề: |
Service quality and customer retention in financial services”, "Journal of Financial ServicesMarketing |
| Tác giả: |
Kangis , P. & Zhang, Y |
| Năm: |
2000 |
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| 24. Lassar, W.M., Manolis, C.& Winsor, R.D. (2000), “Service quality perspectives and satisfaction in private banking”, International Journal of Bank Marketing, 18 : 181-199 |
Sách, tạp chí |
| Tiêu đề: |
Service quality perspectives and satisfaction in private banking”,"International Journal of Bank Marketing |
| Tác giả: |
Lassar, W.M., Manolis, C.& Winsor, R.D |
| Năm: |
2000 |
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| 25. Mehta, S.C., A.K. Lalwani, & S. L. Han (2000), “Service Quality in Retailing: Relative Efficiency of Alternative Measurement Scales for Different Product-Service Environments”, International Journal of Retail & Distribution Management, 28 (2) : 62-72 |
Sách, tạp chí |
| Tiêu đề: |
Service Quality in Retailing: Relative Efficiency of Alternative Measurement Scales for Different Product-Service Environments"”, International Journal of "Retail & Distribution Management |
| Tác giả: |
Mehta, S.C., A.K. Lalwani, & S. L. Han |
| Năm: |
2000 |
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| 26. Morgan, R.M. & Hunt, S.D. (1994), “The commitment – trust theory of relationship marketing’’, Journal of Marketing, 58(July) : 20-38 |
Sách, tạp chí |
| Tiêu đề: |
The commitment – trust theory of relationship marketing’’, "Journal of Marketing |
| Tác giả: |
Morgan, R.M. & Hunt, S.D |
| Năm: |
1994 |
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| 27. Newell, F. (2000), Loyalty.com : Customer relationship Management in the New Era of Internet Marketing, McGraw-Hill, New York |
Sách, tạp chí |
| Tiêu đề: |
Loyalty.com : Customer relationship Management in the New Era of Internet "Marketing |
| Tác giả: |
Newell, F |
| Năm: |
2000 |
|
| 28. Oxford Economics (2009), “The Impact of the Express Delivery Industry on the Global Economy”, www.oxfordeconomics.com |
Sách, tạp chí |
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The Impact of the Express Delivery Industry on the Global Economy |
| Tác giả: |
Oxford Economics |
| Năm: |
2009 |
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| 31. Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1993), “Research note: more on improving service quality measurement”, Journal of Retailing, 69(1) : 140-147 |
Sách, tạp chí |
| Tiêu đề: |
Research note: more on improving service quality measurement”, "Journal of Retailing |
| Tác giả: |
Parasuraman, A., Zeithaml, V.A. & Berry, L.L |
| Năm: |
1993 |
|