1
Customer frustration in loyalty programs
Type: Research paper
Author(s): Bernd Stauss, Maxie Schmidt, Andreas Schoeler
Source: International Journal of Service Industry Management Volume: 16 Issue: 3 2005

2
The four Cs of customer loyalty
Type: Conceptual paper
Author(s): Jennifer Rowley
Source: Marketing Intelligence & Planning Volume: 23 Issue: 6 2005

3
The evolution of customer loyalty strategy
Type: Viewpoint
Author(s): Dennis L. Duffy
Source: Journal of Consumer Marketing Volume: 22 Issue: 5 2005

4
Customer loyalty: an empirical study
Type: Research paper
Author(s): Rosalind McMullan, Audrey Gilmore
Source: European Journal of Marketing Volume: 42 Issue: 9/10 2008

5
Relationship marketing and customer loyalty
Type: Research paper
Author(s): Nelson Oly Ndubisi
Source: Marketing Intelligence & Planning Volume: 25 Issue: 1 2007

6
Customer loyalty and the role of relationship length
Type: Research paper
Author(s): Chung-Yu Wang, Li-Wei Wu
Source: Managing Service Quality Volume: 22 Issue: 1 2012

7
Creating customer loyalty through service customization
Type: Research paper
Author(s): Pedro S. Coelho, Jörg Henseler

8
Securing customer loyalty: Is advocacy the way forward?
Type: Literature review
Source: Strategic Direction Volume: 21 Issue: 6 2005

9
Understanding and profitably managing customer loyalty
Type: Literature review
Author(s): Robert Gee, Graham Coates, Mike Nicholson
Source: Marketing Intelligence & Planning Volume: 26 Issue: 4 2008

10
Customer loyalty programs: are they fair to consumers?
Type: General review
Author(s): Russell Lacey, Julie Z. Sneath
Source: Journal of Consumer Marketing Volume: 23 Issue: 7 2006

11
Lasting customer loyalty: a total customer experience approach
Type: General review
Author(s): Oswald A. Mascarenhas, Ram Kesavan, Michael Bernacchi
Source: Journal of Consumer Marketing Volume: 23 Issue: 7 2006

12
Loyalty cards and customer behaviour: Has the loyalty card had its day in European retailing?
Type: Literature review
Source: Strategic Direction Volume: 21 Issue: 7 2005

13
Satisfaction and trust on customer loyalty: a PLS approach
Type: Research paper
Author(s): Bee Wah Yap, T. Ramayah, Wan Nushazelin Wan Shahidan
Source: Business Strategy Series Volume: 13 Issue: 4 2012

14
Brand credibility, customer loyalty and the role of religious orientation
Type: Research paper
Author(s): Abdullah Alam, M. Usman Arshad, Sayyed Adnan Shabbir
Source: Asia Pacific Journal of Marketing and Logistics Volume: 24 Issue: 4 2012

15
A model of customer loyalty and corporate social responsibility
Type: Research paper
Author(s): Rujirutana Mandhachitara, Yaowalak Poolthong
Source: Journal of Services Marketing Volume: 25 Issue: 2 2011

16
A multiple-item scale for measuring customer loyalty development
Type: Research paper
Author(s): Rosalind McMullan
Source: Journal of Services Marketing Volume: 19 Issue: 7 2005

17
A transactional approach to customer loyalty in the hotel industry
Type: Research paper
Author(s): Hanaa Osman, Nigel Hemmington, David Bowie
Source: International Journal of Contemporary Hospitality Management Volume: 21 Issue: 3 2009

18
Retail store loyalty: a comparison of two customer segments
Type: Research paper
Author(s): Ugur Yavas, Emin Babakus
Source: International Journal of Retail & Distribution Management Volume: 37 Issue: 6 2009

19
Customer advocacy and the impact of B2B loyalty programs
Type: Research paper
Author(s): Russell Lacey, Robert M. Morgan
Source: Journal of Business & Industrial Marketing Volume: 24 Issue: 1 2009

20
Customer tradeoffs between key determinants of SME banking loyalty
Type: Research paper
Author(s): Regan Lam, Suzan Burton, Hing-Po Lo
Source: International Journal of Bank Marketing Volume: 27 Issue: 6 2009

21
Effects of organizational and serviceperson orientation on customer loyalty
Type: Research paper
Author(s): Scott Colwell, Sandra Hogarth-Scott, Depeng Jiang, Ashwin Joshi
Source: Management Decision Volume: 47 Issue: 10 2009

22
Effect of gender on customer loyalty: a relationship marketing approach
Type: Research paper
Author(s): Nelson Oly Ndubisi
Source: Marketing Intelligence & Planning Volume: 24 Issue: 1 2006

23
Internet use, customer relationships and loyalty in the Vietnamese travel industry
Type: Research paper
Author(s): Hoang Thi Phuong Thao, Fredric William Swierczek
Source: Asia Pacific Journal of Marketing and Logistics Volume: 20 Issue: 2 2008

24
Do Chinese cultural values affect customer satisfaction/loyalty?
Type: Research paper
Author(s): Rui Jin Hoare, Ken Butcher
Source: International Journal of Contemporary Hospitality Management Volume: 20 Issue: 2 2008

25
An empirical analysis of the components of retailer customer loyalty programs
Type: Research paper
Author(s): Myron Gable, Susan S. Fiorito, Martin T. Topol
Source: International Journal of Retail & Distribution Management Volume: 36 Issue: 1 2008

26
The Handbook of Customer Satisfaction and Loyalty Measurement (3rd ed.)
Type: Non-article
Author(s): K. Narasimhan
Source: Measuring Business Excellence Volume: 12 Issue: 3 2008

27
Does relationship marketing improve customer relationship satisfaction and loyalty?
Type: Research paper
Author(s): Andreas Leverin, Veronica Liljander
Source: International Journal of Bank Marketing Volume: 24 Issue: 4 2006

28
Correlates of customer loyalty to their bank: a case study in Nigeria
Type: Research paper
Author(s): Benjamin Osayawe Ehigie
Source: International Journal of Bank Marketing Volume: 24 Issue: 7 2006

29
Customer satisfaction and loyalty in a digital environment: an empirical test
Type: Research paper
Author(s): Jean Donio’, Paola Massari, Giuseppina Passiante
Source: Journal of Consumer Marketing Volume: 23 Issue: 7 2006

30
Using customer equity models to improve loyalty and profits
Type: Research paper
Author(s): Kathy Stevens
Source: Journal of Consumer Marketing Volume: 23 Issue: 7 2006

31
Customer loyalty and employee engagement: an alignment for value
Type: Research paper
Author(s): Matthew P. Gonring
Source: Journal of Business Strategy Volume: 29 Issue: 4 2008

32
Customer satisfaction and loyalty: start with the product, culminate with the brand
Type: Research paper
Author(s): Eduardo Torres-Moraga, Arturo Z. Vásquez-Parraga, Jorge Zamora-González
Source: Journal of Consumer Marketing Volume: 25 Issue: 5 2008

33
The influence of loyalty programme membership on customer purchase behaviour
Type: Research paper
Author(s): Lars Meyer-Waarden
Source: European Journal of Marketing Volume: 42 Issue: 1/2 2008

34
Telecom’s search for the ultimate customer loyalty platform
Type: Case study
Author(s): Rick Ferguson, Bill Brohaugh
Source: Journal of Consumer Marketing Volume: 25 Issue: 5 2008

35
Customer-based brand equity, equity drivers, and customer loyalty in the supermarket industry
Type: Research paper
Author(s): Arthur W. Allaway, Patricia Huddleston, Judith Whipple, Alexander E. Ellinger
Source: Journal of Product & Brand Management Volume: 20 Issue: 3 2011

36
A strategic approach to building online customer loyalty: integrating customer profitability tiers
Type: Conceptual paper
Author(s): Dennis Pitta, Frank Franzak, Danielle Fowler
Source: Journal of Consumer Marketing Volume: 23 Issue: 7 2006

37
Putting the customer back to the front: Reclaiming customer loyalty through holistic business management
Type: General review
Source: Strategic Direction Volume: 22 Issue: 5 2006

38
Supplier-customer relationship management and customer loyalty: The banking industry perspective
Type: Research paper
Author(s): Nelson Oly Ndubisi, Chan Kok Wah, Gibson C. Ndubisi
Source: Journal of Enterprise Information Management Volume: 20 Issue: 2 2007

39
The paradox of customer education: Customer expertise and loyalty in the financial services industry
Type: Research paper
Author(s): Simon J. Bell, Andreas B. Eisingerich
Source: European Journal of Marketing Volume: 41 Issue: 5/6 2007

40
The customer satisfaction-customer loyalty relationship: Reassessing customer and relational characteristics moderating effects
Type: Research paper
Author(s): Helena Martins Gonçalves, Patrícia Sampaio
Source: Management Decision Volume: 50 Issue: 9 2012

41
Marketing planning and digital customer loyalty data in small business
Type: Conceptual paper
Author(s): Christina Donnelly, Geoff Simmons, Gillian Armstrong, Andrew Fearne
Source: Marketing Intelligence & Planning Volume: 30 Issue: 5 2012

42
Remedy or cure for service failure?: Effects of service recovery on customer satisfaction and loyalty
Type: Research paper
Author(s): Mabel Komunda, Aihie Osarenkhoe
Source: Business Process Management Journal Volume: 18 Issue: 1 2012

43
Modeling customer satisfaction and loyalty: survey data versus data mining
Type: Research paper
Author(s): Chris Baumann, Greg Elliott, Suzan Burton
Source: Journal of Services Marketing Volume: 26 Issue: 3 2012

44
Internet ticketing in a not-for-profit, service organization: Building customer loyalty
Type: Research paper
Author(s): John R. Olson, Kenneth K. Boyer
Source: International Journal of Operations & Production Management Volume: 25 Issue: 1 2005

45
The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market
Type: Research paper
Author(s): Serkan Aydin, Gökhan Özer
Source: European Journal of Marketing Volume: 39 Issue: 7/8 2005

46
Building brand webs: Customer relationship management through the Tesco Clubcard loyalty scheme
Type: Research paper
Author(s): Jennifer Rowley
Source: International Journal of Retail & Distribution Management Volume: 33 Issue: 3 2005

47
Guests’ perceptions on factors influencing customer loyalty: An analysis for UK hotels
Type: Research paper
Author(s): Usha Ramanathan, Ramakrishnan Ramanathan
Source: International Journal of Contemporary Hospitality Management Volume: 23 Issue: 1 2011

48
Modelling customer loyalty in financial services: A hybrid of formative and reflective constructs
Type: Research paper
Author(s): Chris Baumann, Greg Elliott, Hamin Hamin
Source: International Journal of Bank Marketing Volume: 29 Issue: 3 2011

49
Satisfaction, inertia, and customer loyalty in the varying levels of the zone of tolerance and alternative attractiveness
Type: Research paper
Author(s): Li-Wei Wu
Source: Journal of Services Marketing Volume: 25 Issue: 5 2011

50
Proactive improvement of logistics service providers as driver of customer loyalty
Type: Research paper
Author(s): Carl Marcus Wallenburg, Peter Lukassen
Source: European Journal of Marketing Volume: 45 Issue: 3 2011

51
The impact of private label brands on customer loyalty and product category profitability
Type: Research paper
Author(s): Michael S. Pepe, Russell Abratt, Paul Dion
Source: Journal of Product & Brand Management Volume: 20 Issue: 1 2011

52
Measuring customer loyalty with multi-item scales: A case for caution
Type: Research paper
Author(s): Magnus Söderlund
Source: International Journal of Service Industry Management Volume: 17 Issue: 1 2006

53
Customer satisfaction, loyalty and commitment in service organizations: Some evidence from Greece
Type: Research paper
Author(s): Zoe S. Dimitriades
Source: Management Research News Volume: 29 Issue: 12 2006

54
Exploring the impact of brand image on customer loyalty and commitment in China
Type: Research paper
Author(s): Ike-Elechi Ogba, Zhenzhen Tan
Source: Journal of Technology Management in China Volume: 4 Issue: 2 2009

55
The effect of perceived fairness toward hotel overbooking and compensation practices on customer loyalty
Type: Research paper
Author(s): Johye Hwang, Li Wen
Source: International Journal of Contemporary Hospitality Management Volume: 21 Issue: 6 2009

56
Relationship-value-based antecedents of customer satisfaction and loyalty in manufacturing
Type: Research paper
Author(s): Barbara Cater, Tomaž Cater
Source: Journal of Business & Industrial Marketing Volume: 24 Issue: 8 2009

57
The effects of service failures and recovery on customer loyalty in e-services: An empirical investigation
Type: Research paper
Author(s): Rui Sousa, Christopher A. Voss
Source: International Journal of Operations & Production Management Volume: 29 Issue: 8 2009

58
Life is not a shopping cart: three keys to building brands and improving customer loyalty
Type: General review
Author(s): Bryan Pearson
Source: Journal of Consumer Marketing Volume: 23 Issue: 7 2006

59
Researching Customer Satisfaction and Loyalty: How to Find out What People Really Think
Type: Non-article
Author(s): Karen P. Goncalves
Source: Journal of Consumer Marketing Volume: 23 Issue: 3 2006

60
Understanding customer loyalty through system dynamics: The case of a public sports service in Spain
Type: Research paper
Author(s): Jose Antonio Martínez García, Laura Martínez Caro
Source: Management Decision Volume: 47 Issue: 1 2009

61
Linking the hierarchical service quality model to customer satisfaction and loyalty
Type: Research paper
Author(s): Birgit Leisen Pollack
Source: Journal of Services Marketing Volume: 23 Issue: 1 2009

62
Customer satisfaction and loyalty in the eyes of new and repeat customers: Evidence from the transport sector
Type: Research paper
Author(s): Angelos Pantouvakis, Konstantinos Lymperopoulos
Source: Managing Service Quality Volume: 18 Issue: 6 2008

63
The moderating effect of brand image on public relations perception and customer loyalty
Type: Research paper
Author(s): An-Tien Hsieh, Chung-Kai Li
Source: Marketing Intelligence & Planning Volume: 26 Issue: 1 2008

64
Identification and analysis of moderator variables: Investigating the customer satisfaction-loyalty link
Type: Research paper
Author(s): Gianfranco Walsh, Heiner Evanschitzky, Maren Wunderlich
Source: European Journal of Marketing Volume: 42 Issue: 9/10 2008

65
Sell the Brand First: How to Sell Your Brand and Create Lasting Customer Loyalty
Type: Non-article
Author(s): Audhesh Paswan
Source: Journal of Product & Brand Management Volume: 17 Issue: 4 2008

66
Developing customer loyalty from e-tail store image attributes
Type: Research paper
Author(s): Zee-Sun Yun, Linda K. Good
Source: Managing Service Quality Volume: 17 Issue: 1 2007

67
Putting it right: service failure and customer loyalty in UK banks
Type: Research paper
Author(s): Henry Jones, Jillian Dawes Farquhar
Source: International Journal of Bank Marketing Volume: 25 Issue: 3 2007

68
The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industry
Type: Research paper
Author(s): Nick Bontis, Lorne D. Booker, Alexander Serenko
Source: Management Decision Volume: 45 Issue: 9 2007

69
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share-of-wallet
Type: Research paper
Author(s): Timothy L. Keiningham, Bruce Cooil, Lerzan Aksoy, Tor W. Andreassen, Jay Weiner
Source: Managing Service Quality Volume: 17 Issue: 4 2007

70
Customer loyalty and the effect of switching costs as a moderator variable: A case in the Turkish mobile phone market
Type: Research paper
Author(s): Serkan Aydin, Gökhan Özer, Ömer Arasil
Source: Marketing Intelligence & Planning Volume: 23 Issue: 1 2005

71
Social reading and the creation of customer loyalty clubs or communities to improve communication with our users and reduce costs in marketing and advertising
Type: General review
Author(s): Nuria Romero
Source: Bottom Line: Managing Library Finances, The Volume: 25 Issue: 2 2012

72
The impact of the recent banking crisis on customer loyalty in the banking sector: Developing versus developed countries
Type: Research paper
Author(s): Lukasz Skowron, Kai Kristensen
Source: The TQM Journal Volume: 24 Issue: 6 2012

73
The impact of unprofitable customer abandonment on current customers’ exit, voice, and loyalty intentions: an empirical analysis
Type: Research paper
Author(s): Michael Haenlein, Andreas M. Kaplan
Source: Journal of Services Marketing Volume: 26 Issue: 6 2012

74
Investigating relationships between relationship quality, customer loyalty and cooperation: An empirical study of convenience stores’ franchise chain systems
Type: Research paper
Author(s): John McDonnell, Amanda Beatson, Chih-Hsuan Huang
Source: Asia Pacific Journal of Marketing and Logistics Volume: 23 Issue: 3 2011

75
Generic technology-based service quality dimensions in banking: Impact on customer satisfaction and loyalty
Type: Research paper
Author(s): Shirshendu Ganguli, Sanjit Kumar Roy
Source: International Journal of Bank Marketing Volume: 29 Issue: 2 2011

76
Salespersons’ service quality and customer loyalty in fashion chain stores: A study in Hong Kong retail stores
Type: Research paper
Author(s): Cheng Yu Sum, Chi Leung Hui
Source: Journal of Fashion Marketing and Management Volume: 13 Issue: 1 2009

77
Retailer premium own-brands: creating customer loyalty through own-brand products advantage
Type: Conceptual paper
Author(s): Ying Huang, Patricia Huddleston
Source: International Journal of Retail & Distribution Management Volume: 37 Issue: 11 2009

78
An approach to develop effective customer loyalty programs: The VIP program at T&T Supermarkets Inc.
Type: Case study
Author(s): Richard Ho, Leo Huang, Stanley Huang, Tina Lee, Alexander Rosten, Christopher S. Tang
Source: Managing Service Quality Volume: 19 Issue: 6 2009

79
The role of satisfaction and website usability in developing customer loyalty and positive word-of-mouth in the e-banking services
Type: Research paper
Author(s): Luis V. Casaló, Carlos Flavián, Miguel Guinalíu
Source: International Journal of Bank Marketing Volume: 26 Issue: 6 2008

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