The complex relationship between consumer satisfaction and brand loyalty
Tài liệu tham khảo
Assael, 1987
Bloemer, 1989, The illusion of consumer satisfaction, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 43
Burmann, 1991, Konsumentenzufriedenheit als Determinante der Marken- und Händlerloyalität, Zeitschrift für Forschung und Praxis, 13, 249
Cullen, 1991, The cognitive and affective dimensions of involvement in service organization selection, 3, 634
Engel, 1990
Garfein, 1987, Evaluating the impact of customer service delivery systems, Marketing Review, 11
Herzberg, 1959
Jacoby, 1978
Kiesler, 1968, Commitment, 448
Lastovicka, 1977, Components of involvement, 53
Mittal, 1988, Separating brand choice involvement from producer involvement via consumer involvement profiles, Advances in Consumer Research, 15, 36
Rossiter, 1987