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Katarzyna Szczepańska and Patryk Gawron

References Allaway A. W., Gooner R. M., Berkowitz D., Davis L. - Deriving and Exploring Behaviour Segments Within a Retail Loyalty Card Program . European Journal of Marketing, Vol. 40, No. 11-12, 2006. Blattberg R. C., Gett G., Thomas J. S. - Klient jako kapitał . MT Biznes, Warszawa 2004. Bloemer J., de Ruyter K. - On the Relationship of Store Image, Store Satisfactions and Store Loyalty [in] European Journal of Marketing, Vol 32, No 5/6, 1998. Bolton

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Radojka Kraljević, Zrinka Filipović and Milanka Zuber

LITERATURA / LITERATURE BAE, YOUNG HAN (2012), Three essays on the customer satisfaction-customer loyalty association . PhD diss., University of Iowa, p. 67 BELLIZZI, J. A, BRISTOL, T. (2004), “An assessment of supermarket loyalty cards in one major US market”. The Journal of Consumer Marketing , 21, 2/3; ABI/INFORM Complete, p. 144 EVANS, M. (1999), “Food retailing loyalty schemes – and the Orwellian Millennium”. British Food Journal , Vol. 101 No. 2, pp. 132-147 FORNELL, C., JOHNSON, M.D., ANDERSON, E.W., CHA, J., BRYANT, B. E. (1996

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Igor Klopotan, Kristina Vrhovec-Žohar and Edita Mahič

References 1. Akın, E. (2012). Literature Review and Discussion on Customer Loyalty and Consciousness, European Journal of Economics, Finance and Administrative Sciences, Vol. 51, pp.158-173. 2. Anić, I.D., Rajh Piri, S., Rajh E. (2010). Utjecaj kvalitete i cijene na lojalnost marki, Ekonomski pregled, Vol. 61, No. 3-4, pp. 137-150. 3. Bašić Buzaljko, M. (2011). Teoretsko istraživanje razvoja sistema kvaliteta Studentskog centra Zenica. Neum. 7. naučno stručni skup sa međunarodnim učešćem, Kvalitet 2011. 4. Blut, M., Evanschitzky, H

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Milena Stanisavljević

References Ailawadi, K. L., Neslin, S. A., Luan, Y. J., & Taylor, G. A. (2014). Does retailer CSR enhance behavioral loyalty? A case for benefit segmentation. International Journal of Research in Marketing, 31 (2), 156–167. https://doi.org/10.1016/j.ijresmar.2013.09.003 Akbar, M. M., & Parvez, N. (2009). Impact of service quality, trust and customer satisfaction on customer loyalty. ABAC Journal, 29 (1), 24–38 Carroll, A. (1979). A three dimensional conceptual model of corporate social performance. Academy of Management Review , 4(4), 497

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Xinyue Yang and Qinjian Yuan

consumers, and thus strengthen their loyalty. Interaction serves as one of the most prominent features of the online shopping environment. Online enterprises provide consumers with interactive tools that are conducive to attracting consumers’ attention and enable consumers to perceive and experience online shop interaction and enterprises ( Wu and Hsing, 2006 ). For average customers, it is nearly impossible to talk with B2C enterprises face to face. It is the interactive tools provided by B2C enterprises that play the role of the direct communicator. In B2C interaction

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Emir Ganic, Vesna Babic-Hodovic and Maja Arslanagic-Kalajdzic

Journal of Administrative Sciences 29 (2): 280-293. Bhatti, K. K. and Qureshi, T. M. 2007. Impact of employee participation on job satisfaction, employee commitment and employee productivity. International Review of Business Research Papers 3 (2): 54-68. Blackmore, J., Douglas, A. and Barnes, B. 2006. Measuring student satisfaction at a UK university. Journal for Quality Assurance in Education 14 (3):251-267. Bloemer, J., & de Ruyter, K. (2010). Customer loyalty in high and low involvement service settings: The moderating

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Rajshree Panda and Deepa Kapoor

-290. Bergami, M. and Bagozzi, R.P. (2000), “Self-categorization, affective commitment and group self-esteem as distinct aspects of social identity in the organization”, British Journal of Social Psychology , Vol. 39, No. 4, pp. 555-577. Clottey, T.A., Collier, D.A. and Stodnick, M. (2011), “Drivers of customer loyalty in a retail store environment”, Journal of Service Science , Vol. 1, No. 1, pp. 35-48. Crosby, L.A., Evans, K.R. and Cowles, D. (1990), “Relationship quality in services selling: an interpersonal influence perspective”, Journal of Marketing , Vol

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Lubica Gajanova, Margareta Nadanyiova and Dominika Moravcikova

brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65 (2), 81-93. http://dx.doi.org/10.1509/jmkg.65.2.81.18255 Chegini, M. G., 2010. Customer loyalty and value key dimension interaction in organization. China-USA Business Review, 9 (8), 8-14. Chlebovsky, V., 2005. CRM - rizeni vztahu se zakazniky . Brno: Computer Press. Chraska, M., 2007. Metody pedagogickeho vyzkumu: Zaklady kvantitativniho vyzkumu . Praha: Grada Publishin. De Chernatony, L., 2009. Znacka: od vize k vyssim ziskum . Brno

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Flavia - Andreea Herle

References [1] Aaker, D. (1991). Managing brand equity: capitalizing on the value of a brand name, New York: The Free Press. [2] Aaker, D. (1996). Measuring Brand Equity Across Products and Markets, California Management Review, 38(3), pp. 102-120. [3] Al Muala, A. (2017). The Impact Of Destination Image On Tourist Destination Loyalty In Jordan Tourism: The Mediating Effect Of Perceived Trust, EPRA International Journal of Economic and Business Review, 5(2), pp. 117-124. [4] Almeyda-Ibanez, M

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Tomáš Formánek and Radek Tahal

, G.H. (1990), “Event history analysis measures of brand loyalty.”, JMR, Journal of Marketing Research, Vol. 2, No. 4, p. 485. Chaudhuri, A. and Holbrook, M.B. (2001), “The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty”, Journal of Marketing, Vol. 65, No. 2, pp. 81-93. Chung, C.W. and Hsu, J.J. (2012), “Application of Life Style Model to Analyze the Market of Department Stores”, Journal of Service Science and Management, Vol. 5, No. 3, pp. 302-311. Craft, S.H. (1999