A National Customer Satisfaction Barometer: The Swedish Experience:

TL;DR: In this paper, the authors analyze associations between gender, drivers (antecedents) of store satisfaction and store satisfaction in grocery retailing and discuss the findings from the various approaches with respect to consumer marketing.

TL;DR: In this article, the authors investigated the importance of successful service recovery in the airline sector by examining the interrelationship between perceived justice, recovery satisfaction and overall satisfaction, customer trust and customer loyalty.

TL;DR: In this article, the effect of switching-costs, product quality and corporate image on customer loyalty in the retail market in Kosovo is investigated. But, the main objective of the study was to understand the impact of switching costs, quality, and image of a company on the customer loyalty.

TL;DR: Porter as mentioned in this paper presents a comprehensive structural framework and analytical techniques to help a firm to analyze its industry and evolution, understand its competitors and its own position, and translate this understanding into a competitive strategy to allow the firm to compete more effectively to strengthen its market position.

TL;DR: Zimbardo et al. as discussed by the authors studied the effects of severity of initiation and high penalties for exiting from public goods (and evils) on consumer reactions to price rise and quality decline in the case of several connoisseur goods.

TL;DR: In this paper, the authors discuss the critical role of marketing in organizations and society, and propose a set of strategies for the global marketplace, including direct marketing, sales-promotion, and public-relations.

TL;DR: Defection rates are not just a measure of service quality; they are also a guide for achieving it; by listening to the reasons why customers defect, managers learn exactly where the company is falling short and where to direct their resources.