References: Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J. Byrant, B.E. (1996). the american customer satisfaction index. Journal of Marketing, 60, 4. Henning-Thurau, T., Klee, A. (1998). the impact of customer satisfaction and relationship quality on customer retention and a critical reassessment and moral development. Wiley Periodical Psychology and Marketing, 14, 8, 737-764. Burke. (2004). Linking measures of customer satisfaction, value, and loyalty to financial performance. White Page Series, 5, 3. Hallowell, R. (1996). The relationship of customer satisfaction, customer loyalty, and profitablilty: an empirical study. International Journal of Service Industry Management, 7, 4, 27-42. Silvestro, R, Dr. The Assymmetric relationship between customer satisfaction, dissatisfaction, loyalty, and financial performance in B2B companies. Bloemer, J. M., Kasper, H. D. P., (1995). The complex relationship between consumer satisfaction and brand loyalty. Journal of Economic Psychology, 16, 2, 311-329. Sivadas, E., Baker-Prewitt. (2000). An examaination of the relationship between service quality, customer satisfaction and store loyalty within the retail department store. International Journal of Retail and Distribution Management, 28, 2, 73-82. Cronin, J. J., Brady, M. K., Thomas, G., Huit, M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intention in service environments. Journal of Retailing, 76, 2, 193-218. Mittal, B., Lassar, W.M. (1998). Why do customer’s switch? The dynamics of satisfaction verses loyalty. Journal of Serivce Marketing, 12, 3, 177-194. Uncles, M. D., Dowling, G. R., Hammond
References: Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J. Byrant, B.E. (1996). the american customer satisfaction index. Journal of Marketing, 60, 4. Henning-Thurau, T., Klee, A. (1998). the impact of customer satisfaction and relationship quality on customer retention and a critical reassessment and moral development. Wiley Periodical Psychology and Marketing, 14, 8, 737-764. Burke. (2004). Linking measures of customer satisfaction, value, and loyalty to financial performance. White Page Series, 5, 3. Hallowell, R. (1996). The relationship of customer satisfaction, customer loyalty, and profitablilty: an empirical study. International Journal of Service Industry Management, 7, 4, 27-42. Silvestro, R, Dr. The Assymmetric relationship between customer satisfaction, dissatisfaction, loyalty, and financial performance in B2B companies. Bloemer, J. M., Kasper, H. D. P., (1995). The complex relationship between consumer satisfaction and brand loyalty. Journal of Economic Psychology, 16, 2, 311-329. Sivadas, E., Baker-Prewitt. (2000). An examaination of the relationship between service quality, customer satisfaction and store loyalty within the retail department store. International Journal of Retail and Distribution Management, 28, 2, 73-82. Cronin, J. J., Brady, M. K., Thomas, G., Huit, M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intention in service environments. Journal of Retailing, 76, 2, 193-218. Mittal, B., Lassar, W.M. (1998). Why do customer’s switch? The dynamics of satisfaction verses loyalty. Journal of Serivce Marketing, 12, 3, 177-194. Uncles, M. D., Dowling, G. R., Hammond