Contact management and customer loyalty

Whence Consumer Loyalty?

Richard L. Oliver · Journal of Marketing · 1999 · 6.9K citations

Business, Marketing, Marketing Management +10

Customer Loyalty: Toward an Integrated Conceptual Framework

Anthony Steven Dick, Kunal Basu · Journal of the Academy of Marketing Science · 1994 · 6.6K citations

Business, Marketing, Marketing Management +14

The complex relationship between consumer satisfaction and brand loyalty

JoséM.M. Bloemer, Hans Kasper · Journal of Economic Psychology · 1995 · 1.1K citations

Business, Marketing, Marketing Management +16

An examination of the relationship between service quality, customer satisfaction, and store loyalty

Eugene Sivadas, Jamie L. Baker‐Prewitt · International Journal of Retail & Distribution Management · 2000 · 832 citations

Business, Marketing, Retail Management +13

An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters

Amy Smith, Ruth N. Bolton · Journal of Service Research · 1998 · 795 citations

Business, Psychology, Social Psychology +15