1 |
Anderson, Eugene, Claes Fornell, and Roland Rust, "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services", Marketing Science, 16, 2, pp. 129-145, 1997.
DOI
ScienceOn
|
2 |
Bearden, William and Jesse Teel, "Selected Determinants of Consumer Satisfaction and Complaint Reports", Journal of Marketing Research, 20, February, pp. 21-28, 1983.
DOI
ScienceOn
|
3 |
Bitner, Mary, "Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses", Journal of Marketing, 54, April, pp. 69-82, 1990.
DOI
ScienceOn
|
4 |
Boulding, William, Ajay Kalra, Richard Staelin, and Valerie Zeithaml, "A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions", Journal of Marketing Research, 30, February, pp. 7-27, 1993.
DOI
ScienceOn
|
5 |
Bryant, Everitt and Jaesung Cha, "Crossing the Threshold", Marketing Research, 8, 4, pp. 20-28, 1996.
|
6 |
Cohen, John, Chance, "Skill and Luck: The Psychology of Guessing and Gambling", Pelican, London, UK, 1960.
|
7 |
Darke, Peter and Jonathan Freedman, "The Belief in Good Luck Scale", Journal of Research in Personality, 31, pp. 486-511, 1997a.
DOI
|
8 |
Darke, Peter and Jonathan Freedman, "Lucky Events and Beliefs in Luck: Paradoxical Effects on Risk-Taking", Personality and Social Psychology Bulletin, 23, pp. 378-388, 1997b.
DOI
|
9 |
Day, Ralph, "Modeling Choices Among Alternative Responses to Dissatisfaction", in Advances in Consumer Research, T. Kinnear, ed. Ann Arbor, MI: Association for Consumer Research, pp. 438-444, 1984.
|
10 |
Fournier, Susan, "Consumers and Their Brands: Developing Relationship Theory in Consumer Research", Journal of Consumer Research, 24, March, pp. 343-373, 1998.
DOI
ScienceOn
|
11 |
Ganesh, Jaishankar, Mark Arnold, and Kristy Reynolds, "Understanding the Customer Base of Service Providers: An Examination of the Differences Between Switchers and Stayers", Journal of Marketing, 64, July, pp. 65-87, 2000.
|
12 |
Garbarino, Ellen and Mark Johnson, "The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationship", Journal of Marketing, 63, April, pp. 70-87, 1999.
DOI
ScienceOn
|
13 |
Hayano, David, "Strategies for the Management of Luck and Action in an Urban Poker Parlour", Urban Life, 6, pp. 475-488, 1978.
DOI
|
14 |
Henslin, James, "Craps and Magic", American Journal of Sociology, 73, pp. 316-330, 1967.
DOI
|
15 |
Heider, Fritz, "The Psychology of Interpersonal Relations", Wiley, New York, 1958.
|
16 |
Howard, John and Jagdish Sheth, "The Theory of Buyer Behavior", New York: John Wiley & Sons, 1969.
|
17 |
Jones, Thomas and Earl Sasser Jr., "Why Satisfied Customers Defect", Harvard Business Review, 73, November/December, pp. 88-99, 1995.
|
18 |
Keaveney, Susan, "Customer Switching Behavior in Service Industries: An Exploratory Study", Journal of Marketing, 59, April, pp. 71-82, 1995.
|
19 |
Kelley, Scott, Douglas Hoffman, and Mark Davis, "A Typology of Retail Failures and Rediscoveries", Journal of Retailing, 69, Winter, pp. 429-452, 1993.
DOI
ScienceOn
|
20 |
Keren, Gideon and Willem Wagenaar, "On the Psychology of Playing Blackjack: Normative and Descriptive Considerations with Implications for Decision Theory", Journal of Experimental Psychology, 114, pp. 133-158, 1985.
DOI
|
21 |
Lo, Andrew, "Market Efficiency: Stock Market Behavior in Theory and Practice", Vol 1., Lyme, N.H.: Edward Elgar Publishing, 1997.
|
22 |
Mano, Haim and Richard Oliver, "Assessing the Dimensionality and Structure of Consumption Experience: Evaluation, Feeling, and Satisfaction", Journal of Consumer Research, 20, December, pp. 451-466, 1993.
DOI
ScienceOn
|
23 |
Mittal, Vikas and Jerome Katrichis, "Distinctions between New and Loyal Customers", Marketing Research, 12, Spring, pp. 27-32, 2000.
|
24 |
Newman, Joseph and Richard Werbel, "Multivariate Analysis of Brand Loyalty for Major Household Appliances", Journal of Marketing Research, 10, November, pp. 404-409, 1973.
DOI
ScienceOn
|
25 |
Oliver, Richard, "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions", Journal of Marketing Research, 17, November, pp. 460-469, 1980.
DOI
ScienceOn
|
26 |
Oliver, Richard, "Whence Consumer Loyalty?", Journal of Marketing, 63, pp. 33-44, 1999.
|
27 |
Pritchard, Duncan and Mathew Smith, "The Psychology and Philosophy of Luck", New Ideas in Psychology, 22, 1, pp. 1-24, 2004.
DOI
|
28 |
Reichheld, Frederick, "Loyalty-Based Management", Harvard Business Review, 71, March/April, pp. 64-73, 1993.
|
29 |
Rust, Ronald and Anthony Zahorik, "Customer Satisfaction, Customer Retention, and Marketing Share", Journal of Retailing, 69, Summer, pp. 193-215, 1993.
DOI
ScienceOn
|
30 |
Stewart, Thomas, "A Satisfied Customer Isn't Enough", Fortune, 136, July 21, pp. 112-113, 1997.
|
31 |
Szymanski, David and David Henard, "Customer Satisfaction: A Meta-Analysis of the Empirical Evidence", Journal of the Academy of Marketing Science, 29, 1, pp. 16-35, 2001.
DOI
|
32 |
Weiner, Bernard, "An Attribution Theory of Achievement Motivation and Emotion", Psychological Review, 92, pp. 548-573, 1985.
DOI
ScienceOn
|
33 |
Yi, Youjae, "A Critical Review of Consumer Satisfaction", in Review of Marketing 1990, Valarie A. Zeithaml ed., Chicago, Il: American Marketing Association, pp. 68-123, 1990.
|
34 |
Westbrook, Robert and Michael Reilly, "Value-Percept Disparity: An Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction", in Advances in Consumer Research, Richard P. Bagozzi and Alice M. Tybout, eds. AnnArbor, MI: Association for Consumer Research, pp. 256-261, 1983.
|