Customer satisfaction and loyalty in online and offline environments

Author:

Shankar Venkatesh,Smith Amy K.,Rangaswamy Arvind

Publisher

Elsevier BV

Subject

Marketing

Reference48 articles.

1. Ahluwalia, R. H., Unnava, R., & Burnkrant, R. E. (1999). Towards understanding the value of a loyal customer: an information-processing perspective (Report No. 99–116). Cambridge, MA: Marketing Science Institute.

2. The antecedents and consequences of customer satisfaction for firms;Anderson;Marketing Science,1993

3. Baveja, S. S., Rastogi, S., Zook, C., Hancock, R. S., & Chu, J. (2000). The value of online customer loyalty and how you can capture it. Bain Consulting, eStrategy Brief, April 1, http://www.bain.com/bainweb/publications/Written_By_Bain_detail.asp?article_id=888.

4. Selected determinants of consumer satisfaction and complaint reports;Bearden;Journal of Marketing Research,1983

5. Encounter satisfaction versus overall satisfaction versus quality;Bitner,1994

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