References
- Anderson , J. C. and Gerbing , D. W. 1988 . Structural equation modeling in practice: A review and recommended two-step approach . Psychological Bulletin , 103 ( 3 ) : 411 – 423 .
- Anderson , E. and Weitz , B. A. 1992 . The use of pledges to build and sustain commitment in distribution channels . Journal of Marketing Research , 29 ( 1 ) : 18 – 34 .
- Bagozzi , R. P. and Yi , Y. 1988 . On the evaluation of structural equation models . Journal of the Academy of Marketing Science , 16 ( 1 ) : 74 – 94 .
- Bansal , H. S. , Irving , P. G. and Taylor , S. F. 2004 . A three-component model of customer commitment to service providers . Journal of the Academy of Marketing Science , 32 ( 3 ) : 234 – 250 .
- Bettencourt , L. A. 1997 . Customer voluntary performance: Customers as partners in service delivery . Journal of Retailing , 73 ( 3 ) : 383 – 406 .
- Brown , S. A. 2001 . Customer relationship management , New York : John Wiley & Sons .
- Brown , J. R. , Lusch , R. F. and Nicholson , C. Y. 1995 . Power and relationship commitment: Their impact on marketing channel member performance . Journal of Retailing , 71 ( 4 ) : 363 – 392 .
- Burnham , T. A. , Frels , J. K. and Mahajan , V. 2003 . Consumer switching costs: A typology, antecedents and consequences . Journal of the Academy of Marketing Science , 31 ( 2 ) : 109 – 126 .
- Chonko , L. B. 1986 . Organizational commitment in the sales force . Journal of Personal Selling and Sales Management , 6 ( November ) : 19 – 27 .
- Dick , A. S. and Basu , K. 1994 . Customer loyalty: Toward an integrated conceptual framework . Journal of Academy of Marketing Science , 22 ( 2 ) : 99 – 113 .
- Dimmick , J. W. , Sikand , J. and Patterson , S. J. 1994 . The gratifications of the household telephone: Sociability, instrumentality and reassurance . Communication Research , 21 ( 5 ) : 643 – 663 .
- Enis , B. M. and Paul , G. W. 1970 . Store loyalty as basis for market segmentation . Journal of Retailing , 46 ( 3 ) : 42 – 56 .
- Fournier , S. 1998 . Consumers and their brands: Developing relationship theory in consumer research . Journal of Consumer Research , 24 ( 4 ) : 343 – 373 .
- Ganesh , J. , Arnold , M. J. and Reynolds , K. E. 2000 . An examination of the differences between switchers and stayers . Journal of Marketing , 64 ( 3 ) : 65 – 87 .
- Garbarino , E. and Johnson , M. S. 1999 . The differential roles of satisfaction, trust, and commitment in customer relationships . Journal of Marketing , 63 ( 2 ) : 70 – 87 .
- Gerpott , T. , Rams , W. and Schindler , A. 2001 . Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market . Telecommunication Policy , 25 ( 4 ) : 249 – 269 .
- Geyskens , I. , Steenkamp , J-B. E.M. , Scheer , L. K. and Kumar , N. 1996 . The effect of trust and interdependence on relationship commitment: A trans-Atlantic study . International Journal of Research in Marketing , 13 ( 4 ) : 303 – 317 .
- Gilliland , D. I. and Bello , D. C. 2002 . Two sides to attitudinal commitment: The effect of calculative and loyalty commitment on enforcement mechanisms in distribution channels . Journal of the Academy of Marketing Science , 30 ( 1 ) : 24 – 43 .
- Gruen , T. W. , Summers , J. O. and Actio , F. 2000 . Relationship marketing activities, commitment, and membership behaviours in professional associations . Journal of Marketing , 64 ( 3 ) : 34 – 39 .
- Gustafsson , A. , Johnson , M. D. and Roos , I. 2005 . The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention . Journal of Marketing , 69 ( 4 ) : 210 – 218 .
- Gwinner , K. , Gremler , D. D. and Bitner , M. J. 1998 . Relational benefits in services industries: The customer's perspective . Journal of Academy of Marketing Science , 26 ( 2 ) : 101 – 114 .
- Jacoby , J. and Chestnut , R. W. 1978 . Brand loyalty: Measurement and management , New York : Wiley & Sons .
- Keller , K. L. 1993 . Conceptualizing, measuring, managing customer-based brand equity . Journal of Marketing , 57 ( 1 ) : 1 – 22 .
- Kim , K. and Frazier , G. L. 1997 . Measurement of distributor commitment in industrial channels of distribution . Journal of Business Research , 40 ( 2 ) : 139 – 154 .
- Kumar , N. , Hibbard , J. D. and Stern , L. W. 1994 . The nature and consequences of marketing channel intermediary commitment , Cambridge, MA : Marketing Science Institute . (Working Paper Series, Report 94-115)
- Lee , D. J. , Sirgy , M. J. , Brown , J. R. and Bird , M. M. 2003 . Importer's benevolence toward their foreign export suppliers . Journal of Academy of Marketing Science , 20 ( 10 ) : 1 – 17 .
- Mackoy , R. D. and Spreng , R. A. 1995 . The dimensionality of consumer satisfaction/dissatisfaction: An empirical reexamination . Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour , 8 : 53 – 58 .
- Mathieu , J. E. and Zajac , D. M. 1990 . A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment . Psychological Bulletin , 108 ( 2 ) : 171 – 193 .
- McGee , G. W. and Ford , R. C. 1987 . Two or more? Dimensions of organizational commitment: Reexamination of the affective and continuance commitment scales . Journal of Applied Psychology , 72 ( 4 ) : 638 – 641 .
- Meyer , J. P. and Allen , N. J. 1997 . Commitment in the workplace: Theory, research, and application , Thousand Oaks, CA : Sage .
- Meyer , J. P. , Allen , N. J. and Smith , C. A. 1993 . Commitment to organizations and occupations: Extension and test of a three-component conceptualization . Journal of Applied Psychology , 78 ( 4 ) : 538 – 551 .
- Meyer , J. P. , Stanley , D. J. , Herscovitch , L. and Topolnytsky , L. 2002 . Affective, continuance, and normative commitment to the organization: A meta-analysis antecedents, correlates, and consequences . Journal of Vocational Behaviour , 61 ( 1 ) : 20 – 52 .
- Monroe , K. B. 1990 . Pricing: Making profitable decisions , New York : McGraw-Hill .
- Morgan , R. M. and Hunt , S. D. 1994 . The commitment-trust theory of relationship marketing . Journal of Marketing , 58 ( 3 ) : 20 – 38 .
- Nunnally , J. C. 1978 . Psychometric theory , New York : McGraw-Hill .
- Oliver , R. L. 1999 . When consumer loyalty? [Special issue] . Journal of Marketing , 63 : 33 – 44 .
- Park , C. W. , Jaworski , B. J. and Maclnnis , D. J. 1986 . Strategic brand concept-image management . Journal of Marketing , 50 ( 4 ) : 135 – 145 .
- Patterson , P. G. and Sharma , N. 2000 . Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional consumer services . International Journal of Service Industry Management , 11 ( 5 ) : 470 – 490 .
- Peter , J. P. and Olson , J. C. 1987 . Consumer behaviour, marketing strategy perspectives , Homewood, IL : Irwin .
- Reichheld , F. F. 1996 . Learning from customer defections . Harvard Business Review , 74 ( 2 ) : 56 – 59 .
- Reichheld , F. F. 2006 . The ultimate question: Driving good profits and true growth , Boston : Harvard Business School Press .
- Reichheld , F. and Sasser , W. 1990 . Zero defects: Quality comes to services . Harvard Business Review , 68 ( 5 ) : 2 – 9 .
- Rusbult , C.E. 1983 . A longitudinal test of the investment model: The development (and deterioration) of satisfaction and commitment in heterosexual involvements . Journal of Personality and Social Psychology , 45 : 101 – 117 .
- Sheth , J. N. and Parvatiyar , A. 1995 . Relationship marketing in consumer markets: Antecedents and consequences . Journal of the Academy of Marketing Science , 23 ( 4 ) : 255 – 271 .
- Sweeney , J. C. and Soutar , G. N. 2001 . Consumer perceived value: The development of a multiple item scale . Journal of Retailing , 77 ( 2 ) : 203 – 220 .
- Thibaut , P. and Kelly , H. 1978 . Interpersonal relations: A theory of Interdependence , New York : John Wiley & Sons .
- Verhoef , P. C. , Farness , P. H. and Hoekstra , J. C. 2002 . The effect of relational constructs on customer referrals and number of service purchased from a multi-service provider: Does age of relationship matter? . Journal of the Academy of Marketing Science , 30 ( 3 ) : 202 – 216 .
- Young , L. and Denize , S. 1995 . A concept of commitment: Alternative views of relational continuity in business service . Journal of Business & Industrial Marketing , 10 ( 5/6 ) : 22 – 37 .
- Zeithaml , V. A. , Berry , L. L. and Parasuraman , A. 1996 . The behavioural consequence of service quality . Journal of Marketing , 60 ( 2 ) : 32 – 64 .