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22. Fornell, Claes (1992),”A National Customer Satisfaction Barometer: The Swedish Experience, “Journal of Marketing, Vol. 56, No.1,January, pp.6-21.Parasuraman et al. 23. Fornell.(1992).CustomerSatisfactionMarket Share and ProfitabilityFindings.From Sweden. Journal of Marketing. July,53-66. 24. Garvin, David A., 1983. Product quality: profitable at any cost? , The New York Times, p.A8, March 3. 25. Griffin, J. (1995), Customer Loyalty: How to Earn It, How to Keep It, Lexington Book, New York, NY. 26. Griffin, J[. 1995]. Customer Loyalty : How to Earn It , How to Keep It. Simmonand Schuster Inc.) 27. Grigoroudis, E., Siskos, Y., 2004. ―A survey of customer satisfaction barometers: Some results from the transportation-communications sector,‖ European Journal of Operational Research, Vol. 152(2), p.334–353. 28. Gronholdt, L., A. Martensen and K. Kristensen,. The Relationship Between Customer Satisfaction and Loyalty: Cross-Industry Differences, Total Quality Management, 11(4-6), 2000, pp.509-514.24. 29. Gronroos, C. (1983). Strategic Management and Marketing in the Service Sector. Boston : Marketing Science institute. 30. JacobY, R. (1994), “Why Some Customers Are More Equal Than Others,” Fortune, Vol. 130, No. 6, pp. 215-223 31. Jones, T.O. and W. E. Sasser.(1995). “Why Satisfied Customer Defect,” Harvard Business Review, Vol.73 (6), Nov. / Dec., pp. 88-99. 32. Jones, Thomas O. and W.E. Sasser, J.R., 1995, Why Satisfaction Customer Defect, Harvard Business Review, November-December:88-99. 33. Juran, J. M. and F. M. Gryna, 1997. Quality Planning and Analysis,McGraw-Hill, New York. 34. Kandampully, J., (2002), “Innovation as the Core Competency of a Service Organization: The Role of Technology, Knowledge and Networks,” European Journal of Innovation Management. 5(1), 18-26. 138
35. Kotler (1999)Kotler, P., Marketing Management : Analysis, Planning, Implementation and Control, 9th ed , Englewood Cliffs, NJ:Prentice-Hall Inc, 1999. 36. Lee et al(2001)What Makes Internet Users Visit Cyber Stores again Key Design Factors for Customer Loyalty,” Proceedings of the CHI 2000 conference on Human factors in computing system 37. Lee, M. and Cunningham, L. F. (2001) “A cost/benefit approach to understanding service loyalty,” Journal of Services Marketing, 15(2), pp. 113-130. 38. Lee, M. and Cunningham, L. F. (2001) “A cost/benefit approach to understanding service loyalty,” Journal of Services Marketing, 15(2), pp. 113-130. 39. Lehtinen, U. and J. R. Lenhtinen, 1984. Service Quality: A Study of Quality Dimensions, unpublished workingpaper, Helsinking Service Management Institute Finland. 40. Levitt, T., 1972. Production-Line Approach to Service. Harvard Business Review, 50, pp.41-52 41. Lewis, R. C. and B. H. Booms, 1983. The marketing aspects of service quality, in emerging perspectives on services marketing, in L. Berry, G.Shostack, and G. Upah, eds., Emerging Perspectives on Service Marketing,Chicago: American Marketing, pp.99-107. 42. Martineau,P.(January-February,1958), “The Personality of The Retail Store,” Harvard Business Review, Vol.36, p.47-55. 43. Oliver, Richard L. (1997), Satisfaction: A Behavioral Perspective on the Consumer. New York: Irwin/Mcgraw-Hill. 44. Parasuraman, A., V. A. Zeithaml and L. L. Berry, 1996. The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2): 31-46. 45. Parasuraman, A., Valarie A. Zeithaaml and Leonard L. Berry, 1985, A Conceptual Model of Service Quality and It’s Implications for Future Research, Journal of Marketing Vol.49 (Fall) pp. 41-50. 46. Parasuraman, A., Zeithaml, V. A., &; Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49, 41-50. 139
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22. Fornell, Claes (1992),”A National Customer Satisfaction Barometer: The<br />
Swedish Experience, “Journal of Marketing, Vol. 56, No.1,January,<br />
pp.6-21.Parasuraman et al.<br />
23. Fornell.(1992).CustomerSatisfactionMarket Share and<br />
ProfitabilityFindings.From Sweden. Journal of Marketing. July,53-66.<br />
24. Garvin, David A., 1983. Product quality: profitable at any cost? , The New<br />
York Times, p.A8, March 3.<br />
25. Griffin, J. (1995), Customer Loyalty: How to Earn It, How to Keep It,<br />
Lexington Book, New York, NY.<br />
26. Griffin, J[. 1995]. Customer Loyalty : How to Earn It , How to Keep It.<br />
Simmonand Schuster Inc.)<br />
27. Grigoroudis, E., Siskos, Y., 2004. ―A survey of customer satisfaction<br />
barometers: Some results from the transportation-communications sector,‖<br />
European Journal of Operational Research, Vol. 152(2), p.334–353.<br />
28. Gronholdt, L., A. Martensen and K. Kristensen,. The Relationship Between<br />
Customer Satisfaction and Loyalty: Cross-Industry Differences, Total<br />
Quality Management, 11(4-6), 2000, pp.509-514.24.<br />
29. Gronroos, C. (1983). Strategic Management and Marketing in the Service<br />
Sector. Boston : Marketing Science institute.<br />
30. JacobY, R. (1994), “Why Some Customers Are More Equal Than Others,”<br />
Fortune, Vol. 130, No. 6, pp. 215-223<br />
31. Jones, T.O. and W. E. Sasser.(1995). “Why Satisfied Customer Defect,”<br />
Harvard Business Review, Vol.73 (6), Nov. / Dec., pp. 88-99.<br />
32. Jones, Thomas O. and W.E. Sasser, J.R., 1995, Why Satisfaction Customer<br />
Defect, Harvard Business Review, November-December:88-99.<br />
33. Juran, J. M. and F. M. Gryna, 1997. Quality Planning and<br />
Analysis,McGraw-Hill, New York.<br />
34. Kandampully, J., (2002), “Innovation as the Core Competency of a Service<br />
Organization: The Role of Technology, Knowledge and Networks,”<br />
European Journal of Innovation Management. 5(1), 18-26.<br />
138
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