The relationship between service quality, customer satisfaction and customer loyalty: a study on the management consulting industry

References

• Anderson , E. W. and Sullivan , M. W. 1993 . The antecedents and consequences of customer satisfaction for firms . Marketing Science , 12 ( 2 ) : 125 – 143 .
   Web of Science ®Google Scholar
• Bowen , J. T. and Chen , S. L. 2001 . The relationship between customer loyalty and customer satisfaction . International Journal of Contemporary Hospitality Management , 13 ( 4/5 ) : 213 – 217 .
   Google Scholar
• Bowen , J. T. and Shoemarker , S. 1998 . Loyalty: a strategic commitment . Cornell Hotel and Restaurant Administration Quarterly , 39 ( 1 ) : 12 – 25 .
   Google Scholar
• Cardozo , R. N. 1965 . An experimental study of customer effort, expectation and satisfaction . Journal of Marketing Research , 2 : 244 – 249 .
   Web of Science ®Google Scholar
• Cronin , J. J. and Taylor , S. A. 1992 . Measuring service quality: a reexamination and extension . Journal of Marketing , 56 ( 3 ) : 3 – 1992 .
   Web of Science ®Google Scholar
• Czepiel , J. A. 1974 . Perspective on customer satisfaction . AMA Conference Proceedings , : 119 – 123 .
   Google Scholar
• Gronholdt , L. , Martensen , A. and Kristensen , K. 2000 . The relationship between customer satisfaction and loyalty: cross-industry differences . Total Quality Management , 11 : 509 – 514 .
   Web of Science ®Google Scholar
• Jones , T. O. and Sasser , W. E. 1995 . Why satisfied customers defect . Harvard Business Review , 73 ( 6 ) : 88 – 99 .
   Web of Science ®Google Scholar
• Kotler , P. and Armstrong , G. 1996 . Principles of Marketing , New Jersey : Prentice-Hall .
   Google Scholar
• Kotler , P. 1999 . Marketing Management: Analysis, Planning, Implementation and Control , New Jersey : Prentice-Hall .
   Google Scholar
• Nicholls , J. A. F. , Gilbert , G. R. and Roslow , R. 1998 . Parsimonious measurement of customer satisfaction with personal service and service setting . Journal of Consumer Marketing , 15 ( 3 ) : 239 – 253 .
   Google Scholar
• Nitecki , D. A. and Hernon , P. 2000 . Measuring service quality at Yale university's libraries . Journal of Academic Librarianship , 26 ( 4 ) : 259 – 273 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 : 41 – 50 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1988 . SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 ( 1 ) : 12 – 40 .
   Web of Science ®Google Scholar
• de Ruyter , K. , Bloemer , J. and Pascal , P. 1997 . Merging service quality and service satisfaction: an empirical test of an integrative model . Journal of Economic Psychology , 18 ( 4 ) : 187 – 406 .
   Google Scholar
• Sureshchandar , G. S. , Rajendran , C. and Anantharaman , R. N. 2002 . The relationship between service quality and customer satisfaction – a factor specific approach . Journal of Service Marketing , 16 ( 4 ) : 363 – 379 .
   Google Scholar
• Tam , J. L. M. 2004 . Customer satisfaction, service quality and perceived value: an integrative model . Journal of Marketing Management , 20 ( 7/8 ) : 897
   Google Scholar
• Westbrook , R. A. 1980 . A rating scale for measuring product/service satisfaction . Journal of Marketing , 44 ( 4 ) : 68 – 72 .
   Web of Science ®Google Scholar