References
Aksoy, L., Cooil, B., Groening, C., Keiningham, T. L., & Yalç?n, A. (2008). The long-term stock market valuation of customer satisfaction. Journal of Marketing, 72(4), 105-122. American Express. (2017). 2017 Customer Service Barometer. Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-66. Berry, L. L. (1983). Relationship marketing. In L. L. Berry, G. L. Shostack, & G. D. Upah (Eds.), Emerging perspectives on services marketing (pp. 25-28). American Marketing Association. Deming, W. E. (1986). Out of the crisis. MIT Press. Feinberg, R. A., Kim, I. S., Hokama, L., de Ruyter, K., & Keen, C. (2002). Operational determinants of caller satisfaction in the call center. International Journal of Service Industry Management. Grönroos, C. (2000). Service management and marketing: a customer relationship management approach. John Wiley & Sons. Grönroos, C. (2007). Service management and marketing: Customer management in service competition. John Wiley & Sons. Gruca, T. S., & Rego, L. L. (2005). Customer satisfaction, cash flow, and shareholder value. Journal of Marketing, 69(3), 115-130. Guchait, P., Cho, S., & Meurs, J. A. (2016). Psychological contracts, perceived organizational and supervisor support, and organizational commitment: An examination of the direct and mediated effects. Journal of Human Resources in Hospitality & Tourism, 15(4), 435-462. Gummesson, E. (2008). Total relationship marketing. Routledge. Harvard Business Review. (2016). The Value of Responding to Reviews. Hayes, D. K. (2008). Human Resources Management in the Hospitality Industry. Wiley. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164-174. Heskett, J. L., Sasser, W. E., & Schlesinger, L. A. (1997). The Service Profit Chain. New York: Free Press. Holloway, B. B., & Beatty, S. E. (2003). Service failure in online retailing: a recovery opportunity. Journal of Service Research, 6(1), 92-105. Homburg, C., Müller, M., & Klarmann, M. (2011). When should the customer really be king? On the optimum level of salesperson customer orientation in sales encounters. Journal of Marketing, 75(2), 55-74. NewVoiceMedia. (2016). Serial Switchers Swayed by Sentiment. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50. Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233. Reichheld, F. (2001). The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value. Harvard Business School Press. Reichheld, F. F., & Sasser, W. E. (1990). Zero defections: Quality comes to services. Harvard Business Review, 68(5), 105-111. Rust, R. T., & Huang, M. H. (2014). The service revolution and the transformation of marketing science. Marketing Science, 33(2), 206-221. Rust, R. T., Moorman, C., & Bhalla, G. (2010). Rethinking marketing. Harvard Business Review, 88(1-2), 94-101. Rust, R. T., Zahorik, A. J., & Keiningham, T. L. (2000). Return on Quality : Making Service Quality Financially Accountable. Journal of Marketing, 59(2), 58-70. Solomon, M. R., Surprenant, C., Czepiel, J. A., & Gutman, E. G. (1985). A role theory perspective on dyadic interactions: The service encounter. Journal of Marketing, 49(1), 99-111. Tsaur, S. H., & Lin, Y. C. (2004). Promoting service quality in tourist hotels: the role of HRM practices and service behavior. Tourism Management, 25(4), 471-481. Verhoef, P. C., Reinartz, W. J., & Krafft, M. (2017). Customer engagement as a new perspective in customer management. Journal of Service Research, 13(3), 247-252. Zameer, H., Tara, A., Kausar, U., & Mohsin, A. (2015). Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector. Pakistan Journal of Commerce and Social Sciences, 9(2), 331-354. Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2002). Services marketing: Integrating customer focus across the firm. McGraw Hill. Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2006). Services marketing: Integrating customer focus across the firm. New York: McGraw-Hill. Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm. McGraw-Hill Education. Zendesk. (2013). The Impact of Customer Service on Customer Lifetime Value.
