referencesrepository.christuniversity.in/7830/16/16_bibliography.pdf · 152 ball, d., coelho, p....

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150 References Aaker, D.A. (1995). Strategic Market Management (4 th ed.). New York: John Wiley. Ahmad, A.M. (2012). Attractiveness Factors Influencing Shoppers’ Satisfaction, Loyalty, and Word of Mouth: An Empirical Investigation of Saudi Arabia Shopping Malls. International Journal of Business Administration, 3(6), 101-112. Ahmad, R., & Buttle, F. (2002). Customer Retention Management A Reflection of Theory and Practice. Marketing Intelligence and Planning, 20(3), 149-161. Ahn, J., Han, S., & Lee, Y. (2006). Customer Churn Analysis: Churn Determinants and Mediation Effects of Partial Defection in the Korean Mobile Telecommunications Service Industry. Telecommunications Policy, 30(10-11), 552-568. Akbar, M.M., & Parvez, N. (2009). Impact of Service Quality, Trust, and Customer Satisfaction on Customers Loyalty. ABAC Journal, 29, 24- 38. Alonso, S. (2000). The antecedents and consequences of customer loyalty: The roles of customer satisfaction and consumer trust commitment (Doctoral dissertation). University of Texas Pan America. Anderson, E., Fornell, C., & Mazvancheryl, S. (2004). Customer Satisfaction and Shareholder Value. Journal of Marketing, 68(4), 172-185. Anderson, H., & Jacobsen P.N. (2000). Creating Loyalty: Its Strategic Importance in Your Customer Strategy. In S. A. Brown (ed.), Customer Relationship Management (pp. 55-67). Ontario: John Wiley. Anderson, R., & Srinivasan, S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology and Marketing, 20(2), 123-138.

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Page 1: Referencesrepository.christuniversity.in/7830/16/16_Bibliography.pdf · 152 Ball, D., Coelho, P. S., & Macha´s, A. (2004). The role of communication and trust in explaining customer

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Reflection of Theory and Practice. Marketing Intelligence and

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