Scribd
Upload
61 views

References: Services, 16 (4), 271-280

This document provides a list of references related to topics of customer relationship management, customer satisfaction, service quality, and measuring marketing performance. Some of the references date back to the 1990s while others are from as recently as 2017. The references cover various industries including retail banking and services and look at customer satisfaction and quality from different perspectives including attributes, expectations, and perceptions.

Uploaded by

srabon ahmed
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
61 views

References: Services, 16 (4), 271-280

This document provides a list of references related to topics of customer relationship management, customer satisfaction, service quality, and measuring marketing performance. Some of the references date back to the 1990s while others are from as recently as 2017. The references cover various industries including retail banking and services and look at customer satisfaction and quality from different perspectives including attributes, expectations, and perceptions.

Uploaded by

srabon ahmed
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 3

References

Ajami, R., & Goddard, V. (2010). Customer Relationship Management. Ashgate Gower.


AKHTER, M.M. (2012) Service Gap of Selected Public and Private Commercial Banks in
Bangladesh. Global Disclosure of Economicand Business.
Arbore, A., & Busacca, B. (2009). Customer satisfaction and dissatisfaction in retail banking:
Exploring the asymmetric impact of attribute performances. Journal of Retailing and Consumer
Services, 16(4), 271-280.
Batra, Rajeev and Olli T. Athola (1990), “Measuring the Hedonic and Utilitarian Sources of
Consumer Attitudes,” Marketing Letters, 2 (2), 159-70.
Berry, Leonard L.; A. Parasuraman (1991). Marketing Services: Competing Through Quality.
New York: Free Press.
Brookes, R. (1995). Customer satisfaction research. Amsterdam: ESOMAR.
Chakrapani, C. (1998). How to measure service quality & customer satisfaction, Chicago, Ill.:
American Marketing Assoc.
Dr.k.vanitha, D. (2012). Customer Relationship Management on Customer Satisfaction.
International Journal of Scientific Research, 3(4), 1-3.
http://dx.doi.org/10.15373/22778179/apr2014/240
Farris, Paul W., Neil T. Bendle, Phillip E. Pfeifer, David J. Reibstein (2010). Marketing Metrics:
The Definitive Guide to Measuring Marketing Performance. Upper Saddle River, New Jersey:
Pearson Education, Inc.
Janata Bank Limited. (2017). Janatabank-bd.com. Retrieved February 2017, from
http://www.janatabank-bd.com/
Johnson, M., & Gustafsson, A. (2006). Improving customer satisfaction, loyalty, and profit. San
Francisco, Calif.: Jossey-Bass.
Kassa tizazu. Kassa sindu. (2013). Customer service quality and its effect on customer
satisfaction. [s.l.]: lap lambert academic publ.
Kendall, Stephanie D. (2007). "Customer Service from the Customer's Perspective". In Fogli,
Lawrence. Customer Service Delivery: Research and Best Practices. J-B SIOP Professional
Practice Series. 20. John Wiley and Sons.
Kessler, Sheila (2003). Customer satisfaction toolkit for ISO 9001:2000. Milwaukee, Wis.: ASQ
Quality Press.
MUYEED, M.A. (2012) Customers Perception on Service Quality in Retail Banking in
Develpoing Countries – A Case Study. International Journal of Marketing Studies.
Parker, Christopher J.; Wang, Huchen (2016). "Examining hedonic and utilitarian motivations
for m-commerce fashion retail app engagement". Journal of Fashion Marketing and
Management. 20 (4): 487–506.
Reizenstein, Richard C. (2004). "Customer". In Stahl, Michael J. Encyclopedia of health care
management.
Santos, J. (2003). E‐service quality: a model of virtual service quality dimensions.  Managing
Service Quality: An International Journal, 13(3), 233-246.
http://dx.doi.org/10.1108/09604520310476490
Szwarc, P. (2005). Researching customer satisfaction & loyalty. London: Kogan Page.
Wirtz, Jochen and John E. G. Bateson (1995), “An Experimental Investigation of Halo Effects in
Satisfaction Measures of Service Attributes,” International Journal of Service Industry
Management, 6 (3), 84-102.

You might also like