Concepedia
European Journal of Operational Research · 2003 · 411 citations · 88 references
Customer ProfitabilityCustomer SatisfactionFinancial Risk ManagementCustomer ProfilingRisk ManagementCustomer Attrition AnalysisBusinessManagementRisk Analysis (Business)Financial EngineeringMarketingFinanceQuantitative Management
88
The Behavioral Consequences of Service Quality
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.6K citations
Customer Satisfaction, Aggregate Level, Service Quality +11
Determinants of Long-Term Orientation in Buyer-Seller Relationships
Shankar Ganesan · Journal of Marketing · 1994 · 5.9K citations
Relationship Marketing, Customer Satisfaction, Long-term Orientation +11
Customer Switching Behavior in Service Industries: An Exploratory Study
Susan M. Keaveney · Journal of Marketing · 1995 · 2.4K citations
Customer Satisfaction, Marketing Literature, Service Research +13
A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction
Ruth N. Bolton · Marketing Science · 1998 · 2K citations
Customer Profitability, Relationship Marketing, Quality Of Life +15
Switching barriers and repurchase intentions in services
Michael A. Jones, David L. Mothersbaugh, Sharon E. Beatty · Journal of Retailing · 2000 · 1.6K citations
Customer Satisfaction, Service Research, Consumer Research +5