Browse Journals

Morgan, M. Robert and Hunt, D. Shelby (1994). The commitment-trust theory of relationships marketing. Journal of Marketing, 58, 20-38.

 

Aaker, David A. (1991). Managing Brand Equity: Capitalizing on the value of a brand name. The Free Press, New York.

 

Aaker, David A. (1996). Measuring brand equity across products and markets. California Management Review, 38, 120.

 

Bloemer, Josee (1998). Linking perceiandd service quality and service loyalty; a multi-dimensional perspectiand, European Journal of Marketing, 33(11-12), 1082-1106.

 

Chaudhuri, Arjun and Holbrook, B. Moris (2001). The chain of effects from brand trust and brand affects to brand performance: the role of brand loyalty, Journal of Marketing, 65, 81-93.

 

Cannon, Joseph P. and Homburg, Christian (2001). Buyer-supplier relationships and customer firm costs, Journal of Marketing, 65, 29-43.

 

Duncan, Tom and Moriarity, Sandra E. (1998). A communication-based marketing model for managing relationships, Journal of Marketing, 62, 1-13.

 

Dick, Alan S. and Basu, Kunal (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22, 99-113.

 

Doney, Patricia M. and Cannon, Joseph P. (1997). An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 61, 35-51.

 

Fournier, Susan and Mick, Glen David (1999). Rediscoandring satisfaction. Journal of Marketing, 63, 5-23.

 

Grace, Debra and O’Cass, Aron (2005). Examining the effects of service brand communications on brand evaluation”. The Journal of Product and Brand Management. Santa Barbara, 14(2-3), 106, 11 pgs.

 

Grönroos, Christian (2000). Creation relationship dialogue; communication, interaction and value. The Marketing Review, 1, 5-14.

 

Howard, John and Sheth, Jagdish (1969). The theory of buyer behaviour.John Wiley & Sons, New York.

 

Jacoby, Jacob and Kyner, D. B. (1973). Brand loyalty versus repeat purchasing. Journal of Marketing Research, l0, 1-9.

 

Moorman, Christine, Deshpande, Rohit and Zaltman, Gerald (1993). Factors affecting trust in market research relationships. Journal of Marketing, 57, 81-101.

 

Oliver, Richard L. (1999). Whence consumer loyalty?. Journal of Marketing, 63, 33-44.

 

Panda, Tapan K. (2004). Consumer response to brand placements in films role of brand congruity and modality of presentation in bringing attitudinal change among consumers with special reference to brand placements in hindi films. South Asian Journal of Management. New Delhi, 11(4), 7-19.

 

Parasuraman, A., Zeithaml, Valarie A. and Berry, Leonard L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.

 

Parasuraman, A., Zeithaml, Valarie A. and Berry, Leonard L. (1988). Servqual; a multiple-item scale for measuring consumer perceptions of service quality”. Journal of Retailing, 64, 12-40.

 

Reichheld, Frederic F. (1996). The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value”. Harvard Business School Press, Boston.

 

Zeithaml, Valarie A., Berry, Leonard L. and Parasuraman, A. (1996). The Behavioural consequences of service quality. Journal of Marketing, 60, 31-46.

 

Algesheimer, Rene, Dholakia, Uptal M. and Herrmann, Andreas (2005). The social influence of brand community; evidence from European car clubs. Journal of Marketing, 69, 19-34.

 

Anderson, C. James and Narus, A. James (1990). A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing, 54, 42-58.

 

Agustin, Clara and Singh, Jagdip (2005). Curvilinear effects of consumer loyalty determinants in relational exchanges. Journal of Marketing Research, XIII.

 

Ambler, Tim, Bhattacharya C. B., Edell, Julie, Keller, Kevin Lane, Lemon, Katherine N. and Mittal, Vikas (2002). Relating brand and customer perspectives on marketing management. Journal of Service Research, 5.

 

Alloza, Angel (2008). Brand engagement and brand Experience at BBVA, The transformation of a 150 years old company. Corporate Reputation Review, 11(4), 371-381.

 

Bennet, Rebekah and Rundle-Thele, Sharyn (2002). A comparison of attitudinal loyalty measurement approaches. Brand Management, 9(3), 193-209.

 

Bennet, Rebekah, Hartel, C. J. H. and Mccoll-Kennedy, J. R. (2005). Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business settings. Industrial Marketing Management, 34, 97-107.

 

Brakus, J. J., Schmitt, B. H. and Zarantonello, L. (2009). Brand experience; What is it? How is it measured? Does it affect loyalty?. Journal of Marketing, 52-68.

 

Gorn, Gerald J., Chattopadhyay, Amitava, Tracey, Yi. and Dahl, Darren W. (1997). Effects of color as an executional cue in advertising: They are in the shade. Management Science, 43(10), 1387-1400.

 

Ha, Youl-Hong and Perks, Helen (2005). Effects of consumer perceptions of brand experience on the web: Brand familiarity, satisfaction and brand trust”. Journal of Consumer Behaviour, 4(6), 438-442.

 

Keller, Kevin L. (1987). Memory factors in advertising; The effects of advertising retrieval cues on brand evaluations. Journal of Consumer Research, 14, 316-333.

 

Mandel, Naomi and Johnson, Eric J. (2002). When web pages influence choice: Effects of visual primes on experts and novices”. Journal of Consumer Research, 29(2), 235-245.

 

Oliver, Richard L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research (JMR), 17(4), 460-469.

 

Pine, Joseph B. and James, H. Gilmore (1999). The experience Economy; Work is Theatre and Every Business a Stage. Harvard Business School Press, Cambridge, MA.

 

Schmitt, Bernd (1999). Experiential marketing. Journal of Marketing Management, 15, 53-67.

 

Zarantenello, Lia and Schmitt, Bernd H. (2000). Using the brand experience scale to profile consumers and predict consumer behaviour. Brand Management, 17(7), 532-540.

 

Halinen, A. and Salmi, A. (2001). Managing the Informal Side of Business Interaction: Personal Contacts in the Critical Phases of Business Relationships. Conference Paper at IMP Conference, Oslo.

 

Hammond, K., East, R. and Ehrenberg, A. (1996). Buying More and Buying Longer: Concepts and Applications of Consumer Loyalty. London Business School, London.

 

Hartline, M. D. and Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical investigation. J. Mark., 60, 52-70.

 

Hatfield, E., Cacioppo, J. T. and Rapson, R. L. (1992). Emotional Contagion. Cambridge University Press, Cambridge.

 

Heskett, J. L., Sasser, W. E. and Schlesinger, L. A. (1997). The Service Profit Chain: Howleading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. The Free Press, New York.

 

Homburg, C. and Stock, R. M. (2004). The link between sales people’s job satisfaction and customer satisfaction in a business-to-business context: A dyadic analysis. J. Acad. Mark. Sci., 32(2), 144-158.

 

Homburg, C. and Stock, R. M. (2005). Exploring the conditions under which salesperson work satisfaction can lead to customer satisfaction. Psychol. Mark, 22(5), 393-420.

 

Huber, F. and Herrmann, A. (2001). Achieving brand and dealer loyalty: The case of automotive industry. Int. Rev. Ret. Distrib. Consum. Res., 11(2), 97-122.

 

Iacobucci, D. and Hibbard, J. D. (1999). Towards an encompassing theory of business marketing relationships (BMRS) and interpersonal commercial relationships (ICRS): An empirical generalization. J. Interact. Mark., 13(3), 13-33.

 

Iacobucci, D., Saldanha, N. and Deng, X. (2007). A meditation on mediation: Evidence that structural equations models perform better than regressions. J. Consum. Psychol., 17(2), 139-153.

 

Jacoby, J. and Kyner, D. B. (1973). Brand loyalty vs. repeat purchasing behaviour. J. Mark. Res., 10(2), 1-9.

 

Jacoby, J. and Chestnut, R. W. (1978). Brand Loyalty. Measurement and Management. Wiley, New York.

 

Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. J. Mark., 57, 1-22.

 

Keller, K. L. and Lehmann, D. R. (2003). How do brands create value. Mark. Manag., 12(3), 26-31.

 

Knox, S. and Walker, D. (2001), Measuring and managing brand loyalty. J. Strat. Mark., 9(2), 111-128.

 

Kressmann, F., Sirgy, M. J., Herrmann, A., Huber, F., Huber, S. and Lee, D.-J. (2006). Direct and indirect effects of self-image congruence on brand loyalty. J. Bus. Res., 59, 955-964.

 

Low, L. and Lamb Jr., C. W. (2000). The measurement and dimensionality of brand association. J. Prod. Brand. Manag., 99(3), 350-368.

 

Lynch, J. and de Chernatony, L. (2007). Winning hearts and minds: Business-to-business branding and the role of salesperson. J. Mark. Manag., 23(1/2),         123-135.

 

Macintosh, G. (2002). Perceived risk and outcome differences in multi-level service relationships. J. Serv. Mark., 16(2), 143-157.

 

Macintosh, G. and Lockshin, L. S. (1997). Retail relationships and store loyalty: A multi-level perspective. Int. J. Res. Mark., 14(5), 487-497.

 

Mellens, M., Dekimpe, M. G. and Steenkamp, J. B. E. M. (1996). A review of brand-loyalty measures in marketing. Tijdschr. Econ. Manag., 41(4), 507-533.

 

Mitchell, C. (2002). Selling the brand inside. Harvard Bus. Rev. 80(1), 99-105.

 

Newcomb, T. M. (1958). The cognition of persons as cognizers. In: Taguiri, R. and Petrullo, L. (Editors). Person perception an interpersonal behaviour. Stanford University Press, Stanford, 179-90.

 

Nunnally, J. (1978). Psychometric Theory. McGraw-Hill, New York.

 

Oliver, R. L. and Swan, J. E. (1989). Consumer perceptions of interpersonal equity and satisfaction. J. Mark., 53, 21-35.

 

Palmatier, R. W., Scheer, L. K. and Steenkamp, J.-B.E.M. (2007). Customer loyalty to whom? Managing the benefits and risks of salesperson-owned loyalty. J. Mark. Res., 44(2), 185-199.

 

Price, L. L. and Arnould, E. J. (1999). Commercial friendships: Service-provider-client relationships in retailing in context. J. Mark., 63, 38-56.

 

Price, L. L., Arnould, E. J. and Deibler, S. L. (1995). Consumers’ emotional responses to service encounters. The influence of the service provider. Int. J. Serv. Ind. Manag., 6(3), 34-63.

 

Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Acad. Manag. J., 44(5), 1018-1027.

 

Ramsey, R. P. and Sohi, R. S. (1997). Listening to your customers: The impact of perceived salesperson listening behaviour on relationship outcomes. J. Acad. Mark. Sci., 25(2), 127-137.

 

Reynolds, K. E. and Beatty, S. E. (1999). Customer benefits and company consequences of customer-salesperson relationships in retailing. J. Retail., 75(1), 11-32.

 

Rundle-Thiele, S. and Mackay, M. M. (2001). Assessing the performance of brand loyalty measures. J. Serv. Mark., 15(7), 529-546.

 

Rust, R. T., Zeithaml, V. A. and Lemon, K. N. (2004). Customer-centered brand management. Harvard Bus. Rev., 82(9), 110-118.

 

Satorra, A. and Bentler, P. M. (1988). Scaling corrections for chi-square statistics in covariance structure analysis. Proceedings of the Business and Economic Statistics Section, Alexandria. American Statistical Association, p. 308-313.

 

Satorra, A. and Bentler, P. M. (1994). Corrections to test statistics and standard errors in covariance structure analysis. In: Eye, A. and Clogg, C. C. (Editors). Latent Variable Analysis: Application to Developmental Research. Newbury Park: Sage; 339-419.

 

Schneider, B., Wheeler, J. K. and Cox, J. F. (1992). A passion for service: using content analysis to explicate service climate themes. J. Appl. Psychol, 77(5), 705-716.

 

Schneider, B., White, S. S. and Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Test of a causal model. J. Appl. Psychol., 83(2), 150-63.

 

Schutz, W. C. (1996). The Interpersonal Underworld. 2nd Edition, Sciences and Behaviour Books, Palo Alto, CA.

 

Selnes, F. and Hansen H. (2001). The potential hazard of self-service in developing customer loyalty. J. Serv. Res., 4(2), 79-90.

 

Sheaves, D. E. and Barnes, J. G. (1996). The fundamentals of relationships: An exploration of the concept to guide marketing implementation. In: Swartz, T. A., Bowen, D. E. and Brown, S. W. (Editors). Advances in Services Marketing and Management. Research and Practice, Vol. 5. Greenwich/London: JAI Press,  215-245.

 

Shimp, T. A. (1991). Neo-pavlovian conditioning and its implications for consumer theory and research. In: Robertson T. S. and Kassarjian, H. H. (Editors). Handbook of Consumer Behaviour. New York: Prentice Hall, 162-187.

 

Spitzberg, B. and Hecht, M. L. (1984). A component model of relational competence. Human Commun. Res., 10(4), 575-599.

 

Subramony, M., Beehr, T. A. and Johnson, C. M. (2004). Employee and customer perceptions of service quality in an Indian firm. Appl. Psychol., 53(2), 311-327.

 

Sujan, H. (1988). Communicating effectively to consumers through salespeople: A look at competent salespeople. Adv. Consum. Res., 15(1), 372-374.

 

Surprenant, C. F. and Solomon, M. R. (1987). Predictability and personalization in the service encounter. J. Mark., 51(2), 86-96.

 

Susskind, A. M., Kacmar, K. M. and Borchgrevink, C. P. (2003). Customer service providers` attitude relating to customer service and customer satisfaction in the customer-server exchange. J. Appl. Psychol., 88(1), 179-187.

 

Szymanski, D. M. and Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. J. Acad. Mark. Sci., 29(1), 16-35.

 

Van Dolen, W., Lemmink, J., de Ruyter, K., and de Jong A. (2002). Customer-sales employee encounters: A dyadic perspective. J. Retail., 78(4), 265-279.

 

Verbeke, W. (1997). Individual differences in emotional contagion of salespersons: Its effect on performance and burnout. Psychol. Mark., 14(6), 617-636.

 

Williams, K. C. and Spiro, R. L. (1985). Communication style in the salesperson-customer dyad. J. Mark. Res., 22(4), 434-442.

 

Williams, K. C., Spiro, R. L. and Fine, L. M. (1990). The customer-salesperson dyad: An interaction communication model and review. J. Pers. Sell. Sales. Manage., 10(3), 29-43.

 

Winsted, K. F. (1997). The service experience in two cultures: A behavioural perspective. J. Retail., 73(3), 337-360.

 

Yagil, D. (2001). Ingratiation and assertiveness in the service provider-customer dyad. J. Serv. Res., 3(4), 345-353.

 

Yoo, B. and Donthu, N. (2001). Developing and validating a multi-dimensional consumer-based brand equity scale. J. Bus. Res., 52(1), 1-14.