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Refernces

The document lists references on topics related to customer loyalty and satisfaction. It contains references from 2000 to 2004 on strategic importance of loyalty, building customer loyalty in business to business commerce, relationship between customer loyalty and satisfaction, marketing management strategies, customer satisfaction and retention experiences of employees, consumer behavior, deeper customer analysis leading to more satisfaction, and examination of relationship between service quality, satisfaction, and store loyalty.

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28 views1 page

Refernces

The document lists references on topics related to customer loyalty and satisfaction. It contains references from 2000 to 2004 on strategic importance of loyalty, building customer loyalty in business to business commerce, relationship between customer loyalty and satisfaction, marketing management strategies, customer satisfaction and retention experiences of employees, consumer behavior, deeper customer analysis leading to more satisfaction, and examination of relationship between service quality, satisfaction, and store loyalty.

Uploaded by

121
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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 Anderson, H. & Jacobsen P. N.

, 2000, Creating Loyalty: Its Strategic Importance in Your


Customer Strategy.
 Bansal, S. & Gupta, G., 2001, Building Customer Loyalty Business-to-Business Commerce.
 Bowen, J. T. & Chen, S. L., May 2001, the Relationship between Customer Loyalty and
Customer Satisfaction, International Journal of Contemporary Hospitality.
 Evans, J. R. & Lindsay, W. M., 2003, the Management and Control of Quality. 3rd Ed.
 Guiltinan, J. P., Paul, G. W. & Madden, T. J.,2001, Marketing Management: Strategies and
Programs
 Hansemark, O. C. & Albinson, M., 2004, Customer Satisfaction and Retention: The
Experiences of Individual Employees, Managing Service Quality.
 Hoyer, W. D. & MacInnis, D. J., 2001, Consumer Behaviour. 2nd Ed.
 Hokanson, S., January 2, 2001, The Deeper You Analyse, The More You Satisfy Customers
 Kotler, P., 2000, Marketing Management. 10th Ed.
 LaBarbera, P. A. & Mazursky, D., 2000, A Longitudinal Assessment of Consumer
Satisfaction.
 Sivadass, E. & Baker-Prewitt, J. L., 2000, An Examination of the Relationship Between
Service Quality, Customer Satisfaction, and Store Loyalty.

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