|
Anic, I.D., Radas, S., Privredna kretanja i ekonomska politika (2006). The Role of Satisfaction and Demographic Factors in Building Store Loyalty, Vol. 19, 67-86. Bennett, P. D. (1995). Dictionary of Marketing Terms. Chicago: American Marketing Association. Bennett, R., & Bove, L. (2002). Identifying the key issues for measuring loyalty. Australasian Journal of Market Research, 9(2), 27-44. Berman, Barry and Joel R. Evans (2001). Retail management. Bodenberg, T. M. (2001). Customer Relationship Management: New Ways of Keeping the Customer Satisfied. Conference Board. Buttle, F. (2001). The CRM value chain. Marketing Business, 96(February), 52-55. Caruth, David L. and Steven Austin Stovall (1994). American business terms dictionary. Clottey, T. A., Collier, D. A., & Stodnick, M. (2011). Drivers of customer loyalty in a retail store environment. Journal of Service Science (JSS), 1(1), 35-48. Couldwell, C. (1998). A data day battle. 64-66. Dehghan, A., & Shahin, A. (2011). Customer Loyalty Assessment-A Case Study in MADDIRAN, the Distributor of LG Electronics in Iran. Business Management and Strategy, 2(1), E2. Directorate-General of Budget, Accounting and Statistics, Executive Yuan, R.O.C. (2011). Standard Industrial Classification, the 9th edition. East, Robert, Wendy Lomax, Sarah Todd, Phil Gendall, Janet Hoek, & Deborah Perkins (1999). Customer Loyalty Across Time and Space, European Marketing Academy Conference. Gendall, P., Hoskyn, K., Hoek, J., & East, R. (2000). Determinants of grocery store loyalty in New Zealand. 402-405. Huddleston, P., Whipple, J., & VanAuken, A. (2004). Food store loyalty: Application of a consumer loyalty framework. Journal of Targeting, Measurement and Analysis for Marketing, 12(3), 213-230. Jansone, A. (2012). Determinants of Store Loyalty: An Empirical Investigation in the Latvian Grocery Market. Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard business review, 73, 88-88. Juhl, H. J., Kristensen, K. & Ostergaard, P. (2002). Customer satisfaction in european food retailing. Journal of Retailing and Consumer Services, 9, 327–334. Langerak, F., & Verhoef, P. C. (2003). Strategically embedding CRM. Business Strategy Review, 14(4), 73-80. Lewison, Dale (1997). Retailing. Liu, C. H. (2003). The industry development and trend analysis of the Taiwan retail sale of general merchandise. Marshall, N. W. (2010). Commitment, loyalty and customer lifetime value: investigating the relationships among key determinants. Journal of Business & Economics Research (JBER), 8(8). Oliver, Richard I. (1999). Whence consumer loyalty. Journal of Marketing 63 33–44. Parasuraman, A., & Zinkhan, G. M. (2002). Marketing to and serving customers through the internet: an overview and research agenda. Journal of the Academy of Marketing Science, 30(4), 286-295. Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1),29–40. Peterson, R. A., & Balasubramanian, S. (2002). Retailing in the 21st century: reflections and prologue to research. Journal of retailing, 78(1), 9-16. Rabiatul, A. M., Nik, K. N. M., Umi, K. R., Juzaimi, N., Fitriah, S. (2012). Store Loyalty, Retail Satisfaction and Competitive Resistance towards Purchase Intention. American Journal of Economics, June 2012, Special Issues: 69-72. Ramaseshan, B., & Vinden, A. (2009). Drivers of retail store loyalty. In Proceedings of Australian and New Zealand Marketing Academy conference. Ray, I., Chiagouris, L. (2009). Customer retention: examining the roles of store affect and store loyalty as mediators in the management of retail strategies, Journal of Strategic Marketing, (1, 17), 1–20. Reichheld, F. F. (2003). Harvard Business Review article, The One Number You Need to Grow, Vol. 11, 1–11. Rosenberg, Jerry M. (1993). Dictionary of business and management. Shoemaker, S., Lewis, R. C. (1999). Customer loyalty: the future of hospitality marketing. International Journal of Hospitality Management, 18(4), 345-370. Singh, J. & Sirdeshmukh, D . (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgements. Journal of the Academy of Marketing Science, 28(11), 150–167. Swift, R. S. (2001). Accelerating customer relationships: Using CRM and relationship technologies. Prentice Hall. Tate, R. S. (1961). The supermarket battle for store loyalty. The Journal of Marketing, 8-13. Wingate, J. W. (1931). Manual of retail terms. Woodside, A,G., Frey, L. L, & Daly, R. T (1989). Linking Service Quality, Customer Satisfaction, and Behavioral Intention, Journal of Health Care Marketing, Vol. 9, December, 5–17. Zaidan, A. Zaidan Dhman (2011). The Effect of Customer Relationship Management (CRM) Concept Adoption on Customer Satisfaction-Customers Perspective. Zeithaml, V. A. (2000). Service Quality, Profitability, and the Economic Worth of Customers: What we know and what we don‘t know, Journal of the Academy of Marketing Science,Vol. 28 , No. 1, 67–85. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality, Journal of Marketing, Vol. 60, April, 31–46.
Questionnaire references Jain, R., & Bagdare, S. (2010). CRM IN RETAILING: A BEHAVIOURAL PERSPECTIVE. International Journal of Management & Strategy. Vol.1,No.1. 1. Jong, S., (2011). Customer Satisfaction and Customer Loyalty. among Grocery Shoppers. a research done in The Netherlands. Erasmus University. Reddy, N. R., Reddy, T. N., & Azeem, B. A. (2011). Influence of Store Satisfaction, Merchandise Quality, and Service Quality on Store Loyalty. International Journal of Trade. Economics and Finance, Vol. 2, No. 5, October. Rittippant, N., Supradit, S., Viriyasirimongkol, P., & Skulareemit, K. (2009). Evaluation of the Customer Relationship Management Programs of Grocery Chains in Thailand. World Academy of Science, Engineering and Technology, 53, 1242-1248. Sirohi, N., McLaughlin, E. W., & Wittink, D. R. (1998). A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of retailing, 74(2), 223-245. Zaidan, A. Zaidan Dhman (2011). The Effect of Customer Relationship Management (CRM) Concept Adoption on Customer Satisfaction-Customers Perspective.
|