References

These articles and reports can be found in full at www.bpir.com.

[1] The Customer Loyalty Institute, www.customerloyalty.org.

[2] Anderson  R.  E.,  Swaminathan,  S., (2011), Customer satisfaction and loyalty in e-markets: A PLS path modeling approach, Journal of Marketing Theory and Practice, Vol. 19, Iss. 2, pp 221-225, M. E. Sharpe Inc., Armonk, NY.

[3] Anderson R. E., Swaminathan, S., Mehta, R., (2013), Intelligence; How to Drive Customer Satisfaction, MIT Sloan Management Review, Vol. 54, Iss. 4, p13, MIT Sloan Management Review, Cambridge.

[4] Salegna, Gary J, Fazel, F., An examination of the relationships and interactions among product, brand, personal and service provider loyalty, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior. Vol. 24 p42, 14 pgs. Provo: 2011.

[5] Tatikonda, L. U., (2013), The Hidden Costs of Customer Dissatisfaction, Management Accounting Quarterly, Vol. 14, Iss. 3, pp 34-44, Institute of Management Accountants, Montvale.

[6] Frederick F. Reichheld, The Loyalty Effect, Harvard Business School Press, Boston, Mass. 1996.

[7] Ouellette, J., (2013), Low-Profile Touchpoints Can Deliver Big Customer Loyalty Gains, Customer, Vol. 31, Iss. 8, pp 16-17, Technology Marketing Corporation, Norwalk.

[8] Peiguss, K., (2013, August, 23), , 7 Customer Loyalty Programs That Actually Add Value, HubSpot, Inc., Cambridge, MA.

[9] Conlon, G., (2013), 12 Ingredients for Baking in Customer Loyalty, DM News, pp 15-17, Haymarket Media, Inc., New York.

[10] Shearman, (2013), Loyalty Takes Listening, DM  News, pp 12-14, Haymarket Media, Inc., New York.

[11] Mirpuri, D.G., & Narwani, S.A., (2013), Measuring relationship quality towards the generation Y market in the mobile telecommunications  industry – an empirical study, Journal of Services Research, Vol. 12, Iss. 2, p57, Gurgaon.

[12] Carter, C., & Carter, T., (2012), Why Quanxi and Customer Loyalty  work: Lessons from Neuroscience, Journal of Asia Entrepreneurship and Sustainability, Vol. 8, Iss. 2, p114, Tauranga.

[13] O’Cass, A., & Carlson, J., (2012), An e-retailing assessment of perceived website-service innovativeness: Implications for website quality evaluations, trust, loyalty and word of mouth, Australasian Marketing Journal, Vol. 30, Iss. 1, p28, St. Lucia.

[14] Khorshidi, G.R., (2012), The Role of Trust in E-Commerce Relational Exchange: A Unified Model, Interdisciplinary Journal of Contemporary Research In Business, Vol. 4, Iss. 7, p230, Belleville.

[15] Anonymous, (2013), Make summer road trips a smoother ride, Canada NewsWire.

[16] Agarwal, R., & Weill, P., (2012), The Benefits of Combining Data With Empathy, MIT Sloan Management Review, Vol. 54, Iss. 1, p35, Cambridge.

[17] Rogers, F., (2012), Protecting your rep, Baylor Business Review, Vol. 30, Iss. 2, p42, Waco.

[18] Berkman, R., (2013), How Cisco’s Learning Network Became a Social Hub for the IT Industry, MIT Sloan Management Review, Vol. 54, Iss. 3, p1, Cambridge.

[19] Dawar, N., & Stornelli, J., (2013) Rebuilding the Relationship between Manufacturers and Retailers, MIT Sloan Management Review, Vol. 54, Iss. 2, p83, Cambridge.

[20] Anonymous, (2010), Forrester Research Announces Voice Of The Customer Award Winners, Business Wire, New York.

[21] Urbanski, A., (2012), Loyalty reprogrammed, DM News, pp. 19-22, Haymarket Media, Inc., New York.

[22] Anonymous, (2013, August, 27), , PPT – Building Customer Loyalty PowerPoint presentation, PowerShow.com, CrystalGraphics, Inc., Los Gatos, CA 95032.