The DOI matches its Crossref record; 14 of the 14 references it cites were found in a registry or an index.
On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth
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Citations
Cites
The commitment-trust theory of relationship marketing
Morgan, R. M., & Hunt, S. D. (1994) · Journal of Marketing · doi:10.1177/002224299405800302 · Cited by 22,355
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
Zero defections: quality comes to services.
Reichheld, F. F., & Sasser, W. E. (1990) · PubMed · Cited by 5,373
The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
Garbarino, E., & Johnson, M. S. (1999) · Journal of Marketing · doi:10.1177/002224299906300205 · Cited by 4,899
The antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
Factors affecting trust in market research relationships
Moorman, C., Deshpandé, R., & Zaltman, G. (1993) · Journal of Marketing · doi:10.1177/002224299305700106 · Cited by 3,659
Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
Szymanski, D. M., & Henard, D. H. (2001) · Journal of the Academy of Marketing Science · doi:10.1177/0092070301291002 · Cited by 2,002
Customer-Employee Rapport in Service Relationships
Gremler, D. D., & Gwinner, K. P. (2000) · Journal of Service Research · doi:10.1177/109467050031006 · Cited by 1,148
Understanding Customer Delight and Outrage
Schneider, B. N., & Bowen, D. E. (1999) · Sloan management review · Cited by 512
Cited by
Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators
de Matos, C. A., & Rossi, C. A. V. (2008) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-008-0121-1 · Cited by 1,078
e‐WOM Scale: word‐of‐mouth measurement scale for e‐services context
Goyette, I., Ricard, L., Bergeron, J., & Marticotte, F. (2010) · Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l'Administration · doi:10.1002/cjas.129 · Cited by 698
Lien, C. H., & Cao, Y. (2014) · Computers in Human Behavior · doi:10.1016/j.chb.2014.08.013 · Cited by 513
Building, measuring, and profiting from customer loyalty
Watson, G. F., Beck, J. T., Henderson, C. M., & Palmatier, R. W. (2015) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-015-0439-4 · Cited by 375
Review of the theoretical underpinnings of loyalty programs
Henderson, C. M., Beck, J. T., & Palmatier, R. W. (2011) · Journal of Consumer Psychology · doi:10.1016/j.jcps.2011.02.007 · Cited by 274
Metadata
- Authors
- Ranaweera, C., & Prabhu, J.
- Venue
- Journal of Targeting, Measurement and Analysis for Marketing
- Published
- 2003-07
- Volume
- 12
- Issue
- 1
- Pages
- 82-90
- ISSN
- 0967-3237 (ISSN-L)
- 1479-1862
- OpenAlex
- W2031638089
- Cited by
- 461
- References
- 14
- FWCI
- 9.12
- Type
- journal article
- Language
- en
- Open access
- bronze
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- Ranaweera, C., & Prabhu, J. (2003). On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth. Journal of Targeting, Measurement and Analysis for Marketing. https://doi.org/10.1057/palgrave.jt.5740100
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
