Professional Documents
Culture Documents
13. Anderson E.W. and Sullivan, M.W. (1990), “Customer Satisfaction and
Retention Across Firms”, Presentation at the TIMS College of
Marketing Special Interest Conference on Services Marketing.
Nashville. TN. (September).
14. Anderson, J.C. and Gerbing, D.W. (1991), “Predicting The
Performance Of Measures In A Confirmatory Factor Analysis With A
Pre-Test Assessment Of Their Substantive Validities”, Journal of
Applied Psychology, Vol.No.76, Issue.No.5,pp.732-740.
15. Andreassen, T. W. (1999), “What Drives Customer Loyalty with
28. Beatty, S. E., Morris, L. M., James, E. C., Kristy, E. R., & Jungki L.
(1996), “Customer-Sales Associate Retail Relationships”, Journal of
Retailing, Vol.No.72,pp. 223-247.
29. Beerli, A., Martin, J, and Quintana, A. (2004), “A Model Of Customer
Loyalty In The Retail Banking Market”, European Journal of
Marketing, Vol.No.38, Issue.No.1/2,pp.253-275.
30. Bell, S.J., Auh, S. and Smalley, K. (2005), “Customer Relationship
Dynamics: Service Quality and Customer Loyalty in the Context of
Varying Levels of Customer Expertise and Switching Costs”, Journal
of the Academy of Marketing Science, Vol.No.33, Issue.No.2,pp.169-
183.
31. Berry, L. L., Parasuraman, A. and Zeithaml, V. (1994), “Improving
Service Quality In America: Lessons Learned”, Academy of
Management Executive, Vol.No.8, Issue.No.2,pp.32-45.
32. Bitner, M. J. (1992), “Servicescapes: The Impact Of Physical
Surroundings On Customers And Employees”, Journal of Marketing,
Vol.No. 56, April, pp. 57-71.
33. Bitner, M.J. (1990), “Evaluating Service Encounters: The Effects Of
Physical Surroundings And Employee Responses”, Journal of
387
59. Chow, C.C. and Luk, P. (2005), “A Strategic Service Quality Approach
Using Analytic Hierarchy Process”, Managing Service Quality,
32-49.
87. DuWors, R.E. and Haines, G.H. (1990), “Event History Analysis
Measures Of Brand Loyalty,” Journal of Marketing Research,
Vol.No.27, Issue.No. 4, pp. 485-93.
88. Edvardsson, B. (1996), “Making Service-Quality Improvement Work”,
Managing Service Quality, Vol.No.6, Issue.No.1, pp. 49-52.
89. Edvardsson, B. (2005), “Service Quality: Beyond Cognitive
Assessment”, Managing Service Quality, Vol. 15 No. 2, pp. 127-131.
90. Ehigie, B.O. (2006), “Correlates of customer loyalty to their bank: a
case study in Nigeria”, International Journal of Bank Marketing, Vol.
24 No. 7, pp. 494-508.
91. Ehrenberg, A.S.C., and Scriven, J.A. (1999), “Brand Loyalty”, The
Elgar Companion to Consumer Research and Economic Psychology,
pp. 53-63.
92. Elanain, H. (2003), “Staff Perceptions of Service Quality in Egyptian
Commercial Banks: An Internal and External Perspective”,
Loughborough University.
93. Enquist, B., Edvardsson, B., and Sebhatu, S.P. (2007), “Values-based
service quality for sustainable business”, Managing Service Quality,
Vol. 17 No. 4, pp. 385-403.
94. Finn, D.W. and Lamb, C.R., Jr (1991), “An Evaluation of the
SERVQUAL Scales in a Retailing Setting”, Advances in Consumer
Research, Vol. 18, pp. 483-490.
95. Firoz, N. M. and Maghrabi, A.S. (1994), “The Role of service
marketing in economic development: an analysis”, International
Journal of Management, Vol. 2, pp. 641-647.
96. Fogarty, G., Catts, R., & Forlin, C. (2000), “Measuring Service Quality
with SERVPERF”, Journal of Outcome Measurement, Vol. 4 No.1,
394
pp. 425-447.
97. Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. and Bryant, B.E.
(1996), “The American customer satisfaction, index: nature, purpose
and findings”, Journal of Marketing, Vol. 60, pp. 7-18.
98. Foucault, B. & Scheufele, D. (2002), “Web vs campus store? Why
students buy textbooks online”, Journal of Consumer Marketing, Vol.
19 No.5, pp. 409-423.
99. Freeman, F.S. (1965), Theory and Practice of Psychological Testing,
New Delhi: Oxford and IBH Publishing Co., Indian edition.
100. Fullerton, G. (2003), “When Does Commitment Lead to Loyalty?”,
167. Kelley, S.W., Hoffman, K.D. and Davis, M.A. (1993), “A Typology
Of Retail Failures And Recoveries”, Journal of Retailing, Vol. 69, pp.
429-52.
168. Kheng, L.L., Mahamad, O., Ramayah, T. and Mosahab, R. (2010),
“The Impact of Service Quality on Customer Loyalty: A Study of
Banks in Penang”, International Journal of Marketing Studies, Vol. 2,
No. 2.
169. Kim, J. and Mueller, C. (1978), Introduction to Factor Analysis, Sage
Publications, Beverly Hills, CA.
402
308-331.
181. Lee, F. (2003), “To build loyalty, Hospitals need to exceed customer‟s
expectation”, Marketing Health Service, Summer, pp. 33-37.
182. Lee, J. (2007), “SERVQUAL vs SERVPERF: round 2 in a multi-
cultural setting”, Journal of Academyof Business and Economics, Vol.
7 No. 3.
183. Lee, S.C., Barker, S., and Kandampully, J. (2003), “Technology,
service quality and customer loyalty in hotels”, Managing Service
Quality, Vol. 13 No.5, pp. 423-432.
184. Lee-Kelley, L., Davies, S., and Kangis, P. (2002), “Service Quality
for customer retention in the UK steel industry: old dogs and new
tricks”, European Business Review, Vol. 14, No. 4, pp. 276-286.
185. Leen, J.Y.A., Ramayah, T., and Ma‟ruf, J.J. (2004), “Validating a
retail service quality instrument in apparel speciality stores”, The
Proceedings of the International Borneo Business Conference, “The
Impact of Contemporary Environment on Economics and Business”,
Kota Kinabalu, Malaysia.
186. Lehtinen, J. (1983), “Customer oriented service system”, working
paper, Service Management Institute, Helsinki.
187. Lehtinen, J.R. and Lehtinen, U. (1982), “Service quality: a study of
quality dimensions”, unpublished Working Paper, Service
Management Institute, Helsinki.
188. Lenka, U., Suar, D. and Mohapatra, P.K.J. (2009), “Service Quality,
Customer Satisfaction, and Customer Loyalty in Indian Commercial
Banks”, Journal of Entrepreneurship, Vol. 18, No. 1, pp. 47-64
189. Leung, C. & To, C.K. (2001), “Measuring perceived service quality of
fashion stores: a test-retest reliability investigation”, Journal of
Fashion Marketing and Management, Vol. 5, No. 4, pp. 324-329.
404
208. Morais, D.B., Dorsch, M.J. and Backman, S.J. (2004), “Can Tourism
Providers Buy their Customers‟ Loyalty? Examining the Influence of
Customer-Provider Investments on Loyalty”, Journal of Travel
Research, Vol. 42, No. 3, pp. 235-243.
209. Morschett, D., Swoboda, B. & Foscht, T. (2005), “Perception of Store
Attributes and Overall Attitude towards Grocery Retailers: The Role
of Shopping Motives”, The International Review of Retail,
Distribution and Consumer Research, Vol. 15 No. 4, pp. 423-447.
210. Munoz, J.M., Raven, P. and Welsh, D.H.B. (2005), “An exploratory
study of retail service quality expectations and perceptions among
Philippine small/medium enterprises”, Journal of Developmental
Entrepreneurship, pp 1-13.
211. Nadiri, H. & Hussain, K. (2005), “Perceptions of service quality in
North Cyprus hotels”, International Journal of Contemporary
Hospitality Management, Vol. 17 No.6, pp. 469-480.
212. Nadiri, H. and Tumer, M. (2009), “Retail service quality and
behavioural intentions: An empirical application of the retail service
quality scale in Northern Cyprus”, E+M Ekonomie A Management,
pp. 127-137.
213. Naik, C.N. K., Gantasala, S.B. and Prabhakar, G.V. (2010),
“SERVQUAL, Customer Satisfaction and Behavioural Intentions in
Retailing”, European Journal of Social Sciences, Volume 17, No. 2,
pp 200-213.
214. Nantel, J. (1985), “Can the self-monitoring construct improve
predictions of consumer complaining/non-complaining behaviors?”, in
Day, R.L. and Hunt, H.K. (Eds), Consumer Satisfaction
Dissatisfaction and Complaining Behavior, combined proceedings,
Department of Marketing, Indiana University, Bloomington, IN, pp.
407
54-62.
215. Ndubisi, N. (2005), Customer loyalty and antecedents: A relational
marketing approach, Allied Academies International Conference,
Academy of Marketing Studies, Proceedings Vol. 10 No. 2,pp. 49-54.
216. Newman, J.W. and Werbel, R.A. (1973), “Multivariate Analysis of
Brand Loyalty for Major Household Appliances”, Journal of
Marketing Research, Vol. 42, pp. 404-49.
217. Nhat, N.D.D. and Hau, L.N. (2007), “Determinants of retail service
quality- A study of supermarkets in Vietnam”, Science & Technology
Development, Vol. 10 No.8
218. Nordstrom, R.D. and Swan, J.E. (1976), “Does a Change in Customer
Loyalty Occur When a New Car Agency Is Sold?”, Journal of
Marketing Research, Vol. 13, No. 2, pp. 173-177.
219. O‟Neill, M. & Palmer, A. (2003), “An exploratory study of the effects
of experience on consumer perceptions of the service quality
construct”, Managing Service Quality, Vol. 13 No. 3, pp. 187-196
220. O‟Neill, M.A., Palmer, A.J. and Beggs, R. (1998), “The effects of
survey timing on perceptions of service quality”, Managing Service
Quality, Vol. 8 No. 2, pp. 126-132.
221. Odekerken-Schröder, G., De Wulf, K., Kasper, H., Kleijnen, M.,
Hoekstra, J. & Commandeur, H. (2001), “The impact of quality on
store loyalty: a contingency approach”, Total Quality Management,
Vol. 12 No. 3, pp. 307-322.
222. Ogden, J. & Ogden, D. (2005), Retailing: Integrated Retail
Management, Boston: Houghton Mifflin Company.
223. Oh, H. (1997) “Structural assessment of the customer satisfaction and
service quality models with lodging services: EDM, SERVQUAL and
SERVPERF” Unpublished Thesis for the degree of PhD, The
408
233. Park, J., Robertson, R. and Wu, C. (2006), “Modelling the Impact of
Airline Service Quality and Marketing Variables on Passengers‟
Future Behavioural Intentions”, Transportation Planning and
Technology, Vol. 29 No. 5, pp. 359-381.
234. Paulins, V. (2005), “An analysis of customer service quality to college
students as influenced by customer appearance through dress during
the in-store shopping process”, Journal of Retailing and Consumer
Services, Vol. 12, pp. 345-355.
235. Pearson, N. (1996), “Building brands directly: creating business value
from customer Relationships”. Macmillan Business, Vol. 20, No. 6,
pp. 68-82.
236. Perugini, M. & Bagozzi, R. (2001), “The Roles of Desires and
Anticipated Emotions in Goal-Directed Behaviours: Broadening and
Deepening the Theory of Planned Behavior”, British Journal of Social
Psychology, Vol. 40, pp. 79-98.
237. Poku, K., Zakari, M., & Soali, A. (2013). Impact of Service Quality on
Customer Loyalty in the Hotel Industry: An Empirical Study from
Ghana, International Review of Management and Business Research,
Vol 2, Iss 2, 600–609.
238. Pollack, B.L. (2008), “The nature of the service quality and
satisfaction relationship-Empirical evidence for the existence of
satisfiers and dissatisfiers”, Managing Service Quality, Vol. 18 No. 6,
pp. 537-558.
239. Prayag, G. (2007), “Assessing international tourists‟ perceptions of
service quality at Air Mauritius”, International Journal of Quality &
Reliability Management, Vol. 24 No. 5.
240. Qin, H. and Prybutok, V. R. (2009), “Service quality, customer
satisfaction, and behavioral intentions in fast-food restaurants”,
410
249. Reichheld, F.F. and Sasser, W.E. Jr (1990), “Zero defections: quality
comes to services”, Harvard Business Review, Vol. 68, pp. 105-111.
250. Reinartz, W. and Kumar, V. (2002), “The Mismanagement of
Customer Loyalty”, Harvard Business Review, Vol. 80, No. 7.
251. Rhoades, D.L., Waguespack, B. and Treudt, E. (1998), “Service
quality in the US airline industry: progress and problems”, Managing
Service Quality, Vol. 8 No. 5, pp. 306-311
252. Ribbink, D., van Riel, A.C.R., Liljander, V., and Streukens, S. (2004),
“Comfort your online customer: quality, trust and loyalty on the
Internet”, Managing Service Quality, Vol. 14 No. 6, pp. 446-456.
253. Richins, M. (1983), “Negative Word-of-Mouth by Dissatisfied
Consumers: A Pilot Study”, Journal l of Marketing, Vol. 47, pp. 68-
78.
254. Rizka, M., Widji, A., (2013), The Effects Of Service Quality And The
Mediating Role Of Customer Relationship Marketing Telkom Speedy
In Jember Area, Rev. Integr. Bus. Econ. Res., Vol 2(1) 491. (n.d.).,
2(1), 491–502.
255. Rocha, M., Hammond, L. & Hawkins, D. (2005), “Age, gender and
national factors in fashion consumption‟, Journal of Fashion
Marketing and Management, Vol. 9 No.4, pp. 380-390.
256. Ronald J. Burke, R.J. (1999), “Managerial feedback, organizational
values and service quality”, Managing Service Quality, Vol. 9 No. 1,
pp. 53–57.
257. Rosen, L.D. and Karwan, K.R. (1994), “Prioritising the dimensions of
service quality”, International Journal of Service Industry
Management, Vol. 5 No.4, pp. 39-52.
258. Rowley, J. and Dawes, J. (1999), “Customer loyalty- a relevant
concept for libraries?”, Library Management, Vol. 20 No. 6, pp. 345-
412
351.
259. Rundle-Thiele, S. (2005), “Exploring loyal qualities: assessing
survey-based loyalty measures”, Journal of Services Marketing, Vol.
19 No. 6, pp. 492–500.
260. Rust, R. T., Oliver, R. L. (1994), Service Quality: New Directions in
Theory and Practice, CA: Sage, Thousand Oaks.
261. Rust, R.T. and Oliver, R.L. (1994), “Service quality: insights and
managerial implications from the frontier”, in Rust, R.T. and Oliver,
R.L. (Eds), Service Quality: New Directions in Theory and Practice,
Sage Publications, Thousand Oaks, CA, pp. 1-19.
262. Rust, R.T. and Zahorik, A.J. (1993), “Customer Satisfaction,
Customer Retention, and Market Share”, Journal of Retailing, Vol. 69
No. 2, pp. 193-215.
263. 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 - 453.
264. Saha, G.C. and Theingi (2009), “Service quality, satisfaction, and
behavioural intentions: A study of low-cost airline carriers in
Thailand”, Managing Service Quality, Vol. 19 No. 3, pp. 350-372.
265. Saunders, M., Lewis, P. & Thornhill, A. (2007), Research Methods for
Business students, 4th edn. London: Prentice Hall.
266. Saunders, M., Lewis, P. & Thornhill, A. (2009), Research Methods for
Business students, 5th edn. Essex: Pearson Education Limited.
267. Scaglione, F. (1988), “Two-Way Communication: Tapping into
Gripes and Profits”, Management Review, Vol. 77, pp. 51-53.
268. Selnes, F. (1993), “An examination of the effect of product
performance on brand reputation, satisfaction and loyalty”, European
413