2007 Annual International CHRIE Conference & Exposition
229
Dick, A.S. and Basu, K. (1994). Customer loyalty: Toward an integrated framework.
Journal of the Academy of
Marketing Science,
22(2): 99-113.
Duffy, B., Smith, K., Terhanian, G. and Bremer, J. (2005). Comparing data from online and face-to-face surveys.
International Journal of Market Research,
47(6): 615-639.
Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience.
Journal of Marketing,
56(1): 6-21.
Ganesh, J., Arnold, M.J. and Reynolds, K.E. (2000). Understanding the Customer Base of Service Providers: An
Examination of the Differences Between Switchers and Stayers.
Journal of Marketing,
64(3): 65-87.
Iwasaki, Y. and Havitz, M. (2004). Examining relationships between leisure involvement, psychological
commitment and loyalty to a recreation agency.
Journal of Leisure Research,
36(1): 45-72.
Jacoby, J. and Chestnut, R. (1978).
Brand loyalty measurement and management
. New York: Wiley.
Johnson, M.D. (1984). Consumer Choice Strategies for Comparing Noncomparable Alternatives
Journal of
Consumer Research,
11(3): 741-753.
Jones, M.A., Mothersbaugh, D.L. and Beatty, S.E. (2000). Switching Barriers and Repurchasing Intentions in
Services.
Journal of Retailing,
76(2): 259-274.
Kenny, D.A. (1979).
Correlation and causality
. New York: John Wiley & Sons.
Klemperer, P. (1995). Competition when consumers have switching costs: An overview with applications to
industrial organization macroeconomics and international trade.
Review of Economics Studies,
62(October):
515-539.
Kline, R. B. (2005).
Principles and practice of structural equation modeling
(2nd ed.). New York, NY: Guilford.
Kyle, G., Graefe, A.R., Manning, R. and Bacon, J. (2004). Predictors of behavioral loyalty among hikers along the
Appalachian Trail.
Leisure Sciences,
26: 99-118.
Lam, S.Y., Shankar, V., Erramilli, M.K. and Murthy, B. (2004). Customer Value, Satisfaction, Loyalty, and
Switching Costs: An Illustration From a Business-to-Business Service Context.
Journal of the Academy of
Marketing Science,
32(3): 293-311.
Le, B. and Agnew, C.R. (2003). Commitment and its theorized determinants: A meta-analysis of the Investment
Model.
Personal Relationships,
10: 37-57.
Li, X. (2006).
Examining the antecedents and structure of customer loyalty in a tourism context.
Unpublished
Doctoral Dissertation, Texas A&M University, College Station.
Morais, D.B., Dorsch, M.J. and Backman, S.J. (2004). Can tourism providers buy their customers' loyalty?
Examining the influence of customer-provider investments on loyalty.
Journal of Travel Research,
42(3):
235-243.
Oliver, R.L. (1981). Measurement and Evaluation of Satisfaction Process in Retail Setting.
Journal of Retailing
57(Fall): 25-48.
Olsen, S.O. (2002). Comparative evaluation and the relationship between quality, satisfaction, and repurchase
loyalty.
Journal of the Academy of Marketing Science,
30(3): 240-249.
Ping, R. (1993). The Effects of Satisfaction and Structural Constraints on Retailer Exiting, Voice, Loyalty,
Opportunism, and Neglect.
Journal of Retailing,
69(3): 320-352.
Pritchard, M.P. (1991).
Development of the psychological commitment instrument (PCI) for measuring travel
service loyalty.
Unpublished Doctoral Dissertation, University of Oregon.
Pritchard, M.P. and Howard, D. (1997). The loyal traveler: Examining a typology of service patronage.
Journal of
Travel Research,
35(4): 2-10.
Rusbult, C.E. (1980a). Commitment and satisfaction in romantic associations: A test of the investment model.
Journal of Experimental Social Psychology,
16: 172-186.
Rusbult, C. E. (1980b). Satisfaction and commitment in friendships.
Representative Research in Social Psychology,
11: 96-105.
Rusbult, C.E. (1983). A longitudinal test of the investment model: The development (and deterioration) of
satisfaction and commitment in heterosexual involvements.
Journal of Personality and Social Psychology,
45: 101-117.
Rusbult, C.E., Martz, J.M. and Agnew, C.R. (1998). The investment model scale: Measuring commitment level,
satisfaction level, quality of alternatives, and investment size.
Personal Relationships,
5: 357-391.
Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty.
Journal of Marketing,
27(9): 19-35.
Skogland, I. and Siguaw, J.A. (2004). Are Your Satisfied Customers Loyal?
Cornell Hotel & Restaurant
Administration Quarterly,
45(3): 221-234.
Do'stlaringiz bilan baham: |