An investigation of the relationships among consumer satisfaction, loyalty, and market share in Kuwaiti loan services
Author:
Publisher
Springer Science and Business Media LLC
Subject
Marketing,Finance
Link
http://link.springer.com/content/pdf/10.1057/fsm.2008.9.pdf
Reference51 articles.
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3. Story, J. and Hess, J. (2006) ‘Segmenting customer-brand relations: Beyond the personal relationship metaphor’, Journal of Consumer Marketing, Vol. 23, No. 7, pp. 406–413.
4. Cooil, B., Keiningam, T., Aksoy, L. and Hsu, M. (2007) ‘A longitudinal analysis of customer satisfaction and share of wallet: Investigating the moderating effect of customer characteristics’, Journal of Marketing, Vol. 71, pp. 67–83.
5. Reichheld, F. F. and Sasser Jr, W. E. (1990) ‘Zero defections: Quality comes to services’, Harvard Business Review, Vol. 68, No. 5, pp. 105–111.
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