Customer trust as mediator in the creation of customer relationship intention

Anton, C., Camarero, C. and Carero, M. (2007), “Analysing firm’s failure as determinant of comsumer switching intention”, European Journal of Marketing, Vol. 41, No.1/2, pp. 135-158.10.1108/03090560710718157Search in Google Scholar

Barnes, J.G. (2003), Secrets of customer relationship management, Yogyakarta: Penerbit Andi.Search in Google Scholar

Barney, J. (2001), “Firm resource and sustained competitive advantage”, Journal of Marketing, Vol. 17, No. 1, pp. 178-186.Search in Google Scholar

Beckett, A., Hewer, P. and Howcroft, B. (2000), “An exposition of customer behavior in the financial service industry”, International Journal of Bank Marketing, Vol. 18, No. 1, pp. 15-26.10.1108/02652320010315325Search in Google Scholar

Bendapuli, N. and Leone, R.P. (2002), “Managing business to customer relationships: Following key contact employee turnover in vendor firm”, Journal of Marketing, Vol. 66, No. 2, pp. 83-101.10.1509/jmkg.66.2.83.18476Search in Google Scholar

Boonajsevee, B. (2005), “Relationship marketing: Loyalty intentions in new era of Thai bank marketing”, Dissertation, The Wayne Huizenga Graduate School of Business and Entrepreneurship, Nova Southeastern University.Search in Google Scholar

Burnham T.A., Frels, J.K. and Mahajan, V. (2003), “Consumer switching costs: A typology, antecedents, and consequences”, Journal of The Academy of Marketing Science, Vol. 31, No. 2, pp. 109-121.10.1177/0092070302250897Open DOISearch in Google Scholar

Dimyati, M. (2010), “Pengaruh struktural economic, resource, dan social content terhadap kepercayaan dan kepuasan serta komitmen dan relationship intention nasabah”, JAM (Jurnal Aplikasi Manajemen) Fakultas Ekonomi Jurusan Manajemen Universitas Brawijaya Malang. Vol. 8, No. 2, pp. 577-587.Search in Google Scholar

Dimyati, M. (2015), “The role of customer satisfaction in mediating marketing communication effect on customer loyalty”, Researchers World: Journal of Arts Science and Commerce, Vol. 6, No. 1, pp. 75-87.Search in Google Scholar

Donney, P.M. and Cannon, J.P. (1997), “An examination of the nature of trust in buyer-seller relationships”, Journal of Marketing, Vol. 61, No. 2, pp. 35-51.Search in Google Scholar

Dwyer, F.R., Schurr, P.H. and Oh, S. (1987), “Developing buyers-seller relationship”, Journal of Marketing, Vol. 51, pp. 11-27.10.1177/002224298705100202Search in Google Scholar

Ferdinand, A. (2006), Metode penelitian manajemen. Edisi 2. Semarang: Universitas Diponegoro.Search in Google Scholar

Ghozali, I. (2004), Model persamaan struktural. Konsep dan aplikasi program Amos Ver. 5.0. Semarang: Badan Penerbit UNDIP.Search in Google Scholar

Gronroos, C. (1996), “Relationship marketing: strategic and tactical implementations”, Management Decision, Vol. 34, No. 3, pp. 5-14.10.1108/00251749610113613Open DOISearch in Google Scholar

Gwinner, K.P., Gremier, D.D. and Bitner, M.J. (1998), “Relational benefits in service industries: The consumer’s perspective”, Journal of The Academy of Marketing Service, Vol. 26, pp. 101-114.10.1177/0092070398262002Search in Google Scholar

Indriantoro, N., Supomo, B. (2002), Metodologi penelitian bisnis. Edisi Pertama, Yogayakarta: BPFE UGM.Search in Google Scholar

Kumar, N., Bohling, T.R. and Ladda, R.N. (2003), “Antecedents and consequences of relationship intention: Implications for transaction and relationship marketing”, Industrial Marketing Management, Vol. 23, pp. 667-676.10.1016/j.indmarman.2003.06.007Open DOISearch in Google Scholar

Lacey, R.W. (2003), “Customer loyalty programs: Strategic value to relationship marketing”, Dissertation, Alabama: The Graduate School of University of Alabama.Search in Google Scholar

Lavelock, C. (2004), Service marketing and management, New Jersey: Prentice Hall.Search in Google Scholar

Lin, N.P., Weng, J.C.M. and Hsieh, Y.C. (2003), “Relational bonds and customer’s trust and commitment - A study on the moderating effect of website usage in financial industry”, The Service Industrial Journal, Vol. 23, No. 3, pp. 103-124.10.1080/714005111Search in Google Scholar

Moorman, C., Zaltman G. and Deshpande, R. (1993), “Relationship between providers and users of market research: The dynamics of trust within and between organizations”, Journal of Marketing Research, Vol. 29, pp. 314-328.10.2307/3172742Open DOISearch in Google Scholar

Morgan, R.M. (2000), “Relationship marketing and marketing strategy: The evolution of relationship marketing within the organization”, In: Jagdish, N.S. and Parvatiyar, A. (Eds.), Handbook of relationship marketing, London: Sage Publications.10.4135/9781452231310.n18Search in Google Scholar

Morgan, R.M. and Hunt, S.D. (1994), “The trust theory of relationship marketing”, Journal of Marketing, Vol. 58 No. 3, pp. 20-38.10.2307/1252308Open DOISearch in Google Scholar

Peppers, D. and Rogers, M. (2004), Managing customer relationships: A strategic framework, New Jersey: John Wiley & Sons.Search in Google Scholar

Peterson, R.A. (1995), “Relationship marketing and the consumer”, Journal of the Academy of Marketing Science, Vol. 23, pp. 278-281.10.1177/009207039502300407Open DOISearch in Google Scholar

Sekaran, U. (2003), Research methods for business: A skill building approach, USA: John Wiley and Sons.Search in Google Scholar

Sheth, J.N. and Parvatiyar, A. (2000), Handbook of relationship marketing, London: Sage Publications.10.4135/9781452231310Search in Google Scholar

Venetis, K.A. and Ghauri, P.N. (2004), “Service quality and customer retention: Building long-term relationships”, European Journal of Marketing, Vol. 38, No. 11/12, pp. 1577-1598.10.1108/03090560410560254Open DOISearch in Google Scholar

Walter, A., Mueller, T.A. and Helfert, G. (2000), The impact of satisfaction, trust, and relationship value on commitment: Theoretical considerations and empirical results. Germany: University of Karlstruhe.Search in Google Scholar

Zeithaml, V.A. and Bitner, M.J. (2003), Service marketing: Integrating customer focus across the firm, 3rd edition, New York: Irwin McGraw-Hill.Search in Google Scholar