1. Customer satisfaction, market share, and profitability: findings from Sweden;Anderson;Journal of Marketing,1994
2. The antecedents and consequences of customer satisfaction for firms;Anderson;Marketing Science,1993
3. Customer loyalty and complex services. The impact of corporate image on quality, customer satisfaction, loyalty for customers with varying degrees of service expertise;Andreassen;International Journal of Service Industry Management,1998
4. Modelling of customer retention in multi-format retailing;Arrondo;International Review of Retail, Distribution and Consumer Research,2002
5. An empirical assessment of the SERVQUAL scale;Babakus;Journal of Business Research,1992