References
- Bolton, R. N., Kannan, P. K., & Bramlett, M. D. (2000). Implications of loyalty program membership and service experiences for customer retention and value. Journal of the Academy of Marketing Science, 28(1), 95–108. doi:10.1177/0092070300281009
- Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science, 31(4), 377–393. doi:10.1177/0092070303254412
- Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81–93. doi:10.1509/jmkg.65.2.81.18255
- Cho, J. (2006). The mechanism of trust and distrust formation and their relational outcomes. Journal of Retailing, 82(1), 25–35. doi:10.1016/j.jretai.2005.11.002
- Clark, W. R., Ellen, P. S., & Boles, J. S. (2010). An examination of trust dimensions across high and low dependence situations. Journal of Business-to-Business Marketing, 17(3), 215–248. doi:10.1080/10517120903000439
- Costa, P. T., & McCrae, R. R. (1992). 4 ways 5 factors are basic. Personality and Individual Differences, 13(6), 653–665. doi:10.1016/0191-8869(92)90236-i
- Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. doi:10.1016/s0022-4359(00)00028-2
- Darley, W. K., & Lim, J. S. (1993). Assessing demand artifacts in consumer research – an alternative perspective. Journal of Consumer Research, 20(3), 489–495. doi:10.1086/209364
- Diaz, A. B. C., & Ruiz, F. J. M. (2002). The consumer's reaction to delays in service. International Journal of Service Industry Management, 13(2), 118–140. doi:10.1108/09564230210425331
- Dowling, G. R., & Uncles, M. (1997, Sum). Do customer loyalty programs really work? Sloan Management Review, 38, 71–82. Retrieved from http://sloanreview.mit.edu/
- Fournier, S. (1998). Consumers and their brands: Developing relationship theory in consumer research. Journal of Consumer Research, 24(4), 343–373. doi:10.1086/209515
- Fournier, S., Dobscha, S., & Mick, D. G. (1998). Preventing the premature death of relationship marketing. Harvard Business Review, 76, 42–51. Retrieved from http://hbr.org/
- Fullerton, G. (2003). When does commitment lead to loyalty. Journal of Service Research, 5(4), 333–344. doi: 10.1177/1094670503005004005
- Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust and commitment in customer relationships. Journal of Marketing, 63(2), 70–87. doi:10.2307/1251946
- Garbarino, E., & Lee, O. F. (2003). Dynamic pricing in internet retail: Effects on consumer trust. Psychology & Marketing, 20(6), 495–513. doi:10.1002/mar.10084
- Gilliland, D. I., & 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. doi:10.1177/03079450094306
- Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69(4), 210–218. doi:10.1509/jmkg.2005.69.4.210
- Hair, F. J. Jr., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis a global perspective (7th ed.). Upper Saddle River, NJ: Pearson Education.
- Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study. International Journal of Service Industry Management, 7(4), 27–42. doi:10.1108/09564239610129931
- Ho, R., Huang, L., Huang, S., Lee, T., Rosten, A., & Tang, C. S. (2009). An approach to develop effective customer loyalty programs the vip program at t&t supermarkets inc. Managing Service Quality, 19(6), 702–720. doi:10.1108/09604520911005080
- Iglesias, V. (2009). The attribution of service failures: Effects on consumer satisfaction. Service Industries Journal, 29(2), 127–141. doi:10.1080/02642060802293088
- Josten, E., & Schalk, R. (2010). The effects of demotion on older and younger employees. Personnel Review, 39(1–2), 195–209. doi:10.1108/00483481011017417
- Kahneman, D., & Tversky, A. (1979). Prospect theory – analysis of decision under risk. Econometrica, 47(2), 263–291. doi:10.2307/1914185
- Kim, W., Ok, C., & Gwinner, K. P. (2010). The antecedent role of customer-to-employee relationships in the development of customer-to-firm relationships. Service Industries Journal, 30(7), 1139–1157. doi:10.1080/02642060802311286
- Lacey, R., Suh, J., & Morgan, R. M. (2007). Differential effects of preferential treatment levels on relational outcomes. Journal of Service Research, 9(3), 241–256. doi:10.1177/1094670506295850
- Meyer, J. P., Stanley, D. J., Herscovitch, L., & Topolnytsky, L. (2002). Affective, continuance, and normative commitment to the organization: A meta-analysis of antecedents, correlates and consequences. Journal of Vocational Behavior, 61, 20–52. doi:10.1006/jvbe.2001.1842
- Mitchell, T. R., Smyser, C. M., & Weed, S. E. (1975). Locus of control – supervision and work satisfaction. Academy of Management Journal, 18(3), 623–631. doi:10.2307/255692
- Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. doi:10.2307/1252308
- Obrien, L., & Jones, C. (1995, May–June). Do rewards really create loyalty. Harvard Business Review, 73, pp. 75–82. Retrieved from http://hbr.org/
- Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3), 418–430. doi:10.1086/209358
- Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer-trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15–37. doi:10.1509/jmkg.66.1.15.18449
- Tversky, A., & Kahneman, D. (1991). Loss aversion in riskless choice – a reference-dependent model. Quarterly Journal of Economics, 106(4), 1039–1061. doi:10.2307/2937956
- Verhoef, P. C. (2003). Understanding the effect of customer relationship management efforts on customer retention and customer share development. Journal of Marketing, 67(4), 30–45. doi:10.1509/jmkg.67.4.30.18685
- Wagner, T., Hennig-Thurau, T., & Rudolph, T. (2009). Does customer demotion jeopardize loyalty? Journal of Marketing, 73(3), 69–85. doi:10.1509/jmkg.73.3.69
- Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(April), 31–46.
- Zeithaml, V. A., Rust, R. T., & Lemon, K. N. (2001). The customer pyramid: Creating and serving profitable customers. California Management Review, 43, 118–142. Retrieved from http://cmr.berkeley.edu/
- Zins, A. H. (2001). Relative attitudes and commitment in customer loyalty models – some experiences in the commercial airline industry. International Journal of Service Industry Management, 12(3–4), 269–294. doi:10.1108/EUM0000000005521