Page 352 - MARSIUM'21 COMP OF PAPER
P. 352
REFERENCES
Ahearne, M., Rapp, A., Mariadoss, B. J., & Ganesan, S. (2012). Challenges of CRM implementation in business-to-business
markets: A contingency perspective. Journal of Personal Selling & Sales Management, 32(1), 117-129.
Al-Qeed, M. A., ALsadi, B. Y., & Al-Azzam, Z. F. (2017). The impact of customer relationship management on achieving
service quality of banking sector of Jordan. International Journal of Business and Management, 12(3), 180.
Baker, J. (1986). The role of environment in marketing services: the consumer perspective, in: Czpeil JA, Congram C, Shanaham,
J. (Eds.). The services marketing challenge: Integrated for competitive advantage. Chicago: American Marketing Association.
pp. 79-84.
Bartik, A. W., Bertrand, M., Cullen, Z., Glaeser, E. L., Luca, M., & Stanton, C. (2020). The impact of COVID-19 on small
business outcomes and expectations. Proceedings of the National Academy of Sciences, 117(30), 17656-17666.
Beverly, K. K., Diane, M., Strong, & Richard, Y. W. (2002). Information Quality Benchmarks: Product and Service Performance.
Communications of the ACM, 45(4ve).
Boora, K.K. and Singh, H. (2011). Customer Loyalty and its Antecedents: A Conceptual Framework, APJRBM, Vol 2, Issue 1,
151-164.
Byrne, B. M. (2010). Structural equation modeling with AMOS: Basic concepts, applications, and programming. New York:
Routledge.
Caruana, A. (2002). Service loyalty. The effects of service quality and the mediating role of customer satisfaction. European
Journal of Marketing, 36(7/8), 811-828.
Chuchu, T., Venter de Villiers, M., & Chinomona, R. (2018). The influence of store environment on brand attitude, brand
experience and purchase intention. South African Journal of Business Management, 49(1), 1-8.
Cronbach, L. J., & Shavelson, R. J. (2004). My current thoughts on coefficient alpha and successor procedures. Educational and
psychological measurement, 64(3), 391-418.
Dimyati, M., & Subagio, N. A. (2016). Impact of Service Quality, Price, and Brand on Loyalty with the mediation of Customer
Satisfaction on Pos Ekspres in East Java. Mediterranean Journal of Social Sciences, 7(4), 74.
Dovaliene, A. & Virvilaite, R. (2008). Customer value and its contribution to the longevity of relationship with service provider:
the case of theatre industry. Inzinerine Ekonomika-Engineering Economics (1), 66-73.
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A Primer on Partial Least Squares Structural
Equation Modeling (PLS-SEM). Sage Publications.
Hair, J., Black, W.C., Babin, B.J. & Anderson, R.E. (2010). Multivariate data analysis (7th ed). Upper Saddle River, New Jersey:
Pearson Educational International
Hu, H. & Jasper, C., 2006, ‘Social cues in the store environment and their impact on store image’, International Journal of Retail
& Distribution Management 34(1), 25–48. https://doi.org/10.1108/09590550610642800
Hussain, R., Nasser, A.A. and Hussain, Y.K. (2015), “Service quality and customer satisfaction of a UAE-based airline: an
empirical investigation”, Journal of Air Transport Management, Vol. 42 No. 1, pp. 167-175.
Johnson, M. and Gustafsson, A. (2006) Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and
Management System, John Wiley and Sons [online] https://books.google.co.in (accessed 19 December 2015).
331

