Understanding the psychological process underlying customer satisfaction and retention in a relational service
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- Hernández, Blanca & Jiménez, Julio & Martín, M. José, 2010. "Customer behavior in electronic commerce: The moderating effect of e-purchasing experience," Journal of Business Research, Elsevier, vol. 63(9-10), pages 964-971, September.
- M. Ballings & D. Van Den Poel & E. Verhagen, 2013. "Evaluating the Added Value of Pictorial Data for Customer Churn Prediction," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 13/869, Ghent University, Faculty of Economics and Business Administration.
- Lepkova Natalija & Vilutienė Tatjana & Bełej Miroslaw & Putek-Szeląg Ewa & Źróbek Sabina, 2017. "Comparative Analysis of Newly-Built Housing Quality in Poland and Lithuania," Real Estate Management and Valuation, Sciendo, vol. 25(4), pages 85-98, December.
- Yapanto, Lis M, 2021. "The effect of CRM on employee performance in banking industry," OSF Preprints xbjns, Center for Open Science.
- Kasiri, Leila Agha & Guan Cheng, Kenny Teoh & Sambasivan, Murali & Sidin, Samsinar Md., 2017. "Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 91-97.
- Lin, Chiu Hui & Wu, Chih-Wen & Cheng, Yi-Han, 2015. "The empirical study of consumers' loyalty for display technology," Journal of Business Research, Elsevier, vol. 68(11), pages 2260-2265.
- Luciene Eberle & Gabriel Sperandio Milan & Celso Augusto de Matos, 2016. "Antecedents to Customer Retention in a Corporate Context," Brazilian Business Review, Fucape Business School, vol. 13(1), pages 1-23, January.
- Chijioke Nwachukwu & Pavel Žufan, 2017. "Influence of Customer Focused Mission Statement on Customer Satisfaction," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 65(3), pages 1031-1038.
- Guenther, Miriam & Guenther, Peter, 2021. "The complex firm financial effects of customer satisfaction improvements," International Journal of Research in Marketing, Elsevier, vol. 38(3), pages 639-662.
- Niros, Meletios & Pollalis, Yannis & Niros, Angelica, 2017. "Effective marketing of mobile telecom services through brand personality: Empirical evidence from Greece," MPRA Paper 76477, University Library of Munich, Germany.
- ȚICHINDELEAN Mihai, 2015. "Relationship Marketing - A Client Relationship Lifecycle Perspective - Theoretical Considerations On The Client Acquisition And Retention Phase," Revista Economica, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 67(2), pages 161-175.
- Ibrahim A. Elshaer & Alaa M. S. Azazz, 2021. "Amid the COVID-19 Pandemic, Unethical Behavior in the Name of the Company: The Role of Job Insecurity, Job Embeddedness, and Turnover Intention," IJERPH, MDPI, vol. 19(1), pages 1-15, December.
- Ji Li & Yanghong Hu & Ludan Zhang & Lan Liang & Wei Sun, 2018. "Symbiosis-Orientation and the Survival of Small–Large Strategic Alliances," Journal of Entrepreneurship and Innovation in Emerging Economies, Entrepreneurship Development Institute of India, vol. 4(2), pages 121-136, July.
- Jing Yu, 2022. "Exploring Recreationist-Environment Fit Hospitality Experiences of Green Hotels in China," Sustainability, MDPI, vol. 14(3), pages 1-27, February.
- Dellande, Stephanie & Gilly, Mary C. & Graham, John L., 2016. "Managing consumer debt: Culture, compliance, and completion," Journal of Business Research, Elsevier, vol. 69(7), pages 2594-2602.
- Akamavi, Raphaël K. & Mohamed, Elsayed & Pellmann, Katharina & Xu, Yue, 2015. "Key determinants of passenger loyalty in the low-cost airline business," Tourism Management, Elsevier, vol. 46(C), pages 528-545.
- Wajeeha Aslam & Imtiaz Arif & Kashif Farhat & Marium Khursheed, 2018. "The Role of Customer Trust, Service Quality and Value Dimensions in Determining Satisfaction and Loyalty: An Empirical Study of Mobile Telecommunication Industry in Pakistan," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 30(2), pages 177-194.
- Elliot, Statia & Li, Guoxin & Choi, Chris, 2013. "Understanding service quality in a virtual travel community environment," Journal of Business Research, Elsevier, vol. 66(8), pages 1153-1160.
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Keywords
Attitude toward target Attitude toward behavior Customer satisfaction Customer retention Relational service;Statistics
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