How to cite this paper
Baksi, A. (2012). Automated service quality and its behavioural consequences in CRM Environment: A structural equation modeling and causal loop diagramming approach.Management Science Letters , 2(4), 1239-1258.
Refrences
Alkibsi, S., & Lind, M., (2011). Customer perceptions of technology-based banking service quality provided by banks operating in Yemen. European, Mediterranean & Middle Eastern Conference on Information Systems 2011 (EMCIS2011) May 30-31 2011, Athens, Greece
Allison, P. D. (1999). Event History Analysis: Regression for Longitudinal Event Data. Newbury Park, CA: Sage Publications, 9-42, [EHA]
Al-hawari, M., Hartley, N., & Ward, T. (2005), Measuring Banks’ Automated Service Quality: A Confirmatory Factor Analysis Approach. Marketing Bulletin, 16(1).
Al-Hawari, M., & Ward, T. (2006). The effect of automated service quality on Australian banks’ financial performance and the mediating role of customer satisfaction. Marketing Intelligence & Planning, 24( 2), 127-47.
Avkiran, N. K. (1994). Developing an Instrument to Measure Customer Service Quality in Branch Banking. International Journal of Bank Marketing, 12(6), 10-18.
Babakus, E., & Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24, 253-268.
Baumgartner, H., & Homburg, C. (1996). Applications of structural equation modeling in marketing and consumer research: A review. International Journal of Research in Marketing, 13, 139-161.
Bentler, P.M. (1992). On the fit of models to covariances and methodology to the Bulletin. Psychological Bulletin, 112(3), 400-404.
Bolton, R., & Drew, J. (1991a). A longitudinal analysis of the impacts of service changes on customer attitudes. Journal of Marketing, 55(1), 1-9.
Broderick, A.J. & Vachirapornpuk, S. (2002). Service quality in Internet banking: The importance of customer role. Marketing Intelligence & Planning, 20(6), 327 - 335.
Buckley, J. (2003). E-service and the public sector. Managing Service Quality, 13(6), 453- 462.
Buttle, F. (2001). The CRM Value Chain”. http://www.crm-forum.com (accessed on 19-07-2008)
Byrne, B. M. (2001). Structural Equation Modeling with AMOS - Basic Concepts, Applications, and Programming.LEA, ISBN 0-8058-4104-0
Carman, J. M. (1990). Consumers’ perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55.
CRM Guru (2006). The top five tips for CRM strategy’, http://www.crm-guru/the-top-five-tips-for-crm-strategy.php (accessed on 16-07-2008).
Cronin, J., & Taylor, S.A., (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56, 55-67.
Cronin, J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing, 58, (January), 125-131.
Crosby, L. A., & Stephens, N. (1987). Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry. Journal of Marketing Research, 14, 404-11.
Dabholkar, P (1994). Technology based service delivery. Advances in Service Marketing and Management, 3(1), 241-271.
Dabholkar, P. (1996). Consumer evaluations of new technology-based self-service options: An investigation of alternative modes of service quality. International Journal of Research in Marketing. 13(1), 29-51.
Dekimpe, M.G., Steenkamp, J.E.M., Mellens, M., & Abeele, P.V. (1997). Decline and variability in brand loyalty. International Journal of Research in Marketing, 5(14), 405-20.
Eric, P. J., Tom A. B., & Charles, E. M. (2006). Operational challenges in call center Industry; a case study and resource based framework. Managing Service Quality Journal, 477-500.
Evans, J. R., & Laskin, R. L. (1994). The relationship marketing process: A conceptualization and application. Industrial Marketing Management, 23(5), 439-452.
Gefen, D. (2002). Customer loyalty in e-commerce. Journal of the Association for Information Systems, 3, 27-51.
Gerrard, P., & Cunningham, J.B. (2003). The Diffusion of Internet Banking among Singapore Consumers. International Journal of Bank Marketing, 21(1), 16-28.
Gurau, C. (2003). Tailoring e-service quality through CRM. Journal Managing Service Quality, 13(6), 520-531.
Grabner-Kraeuter, S., & Moedritscher, G. (2002). Alternative approaches toward measuring CRM performance. Paper presented at the Sixth Research Conference on Relationship Marketing and Customer Relationship Management, Atlanta, USA.
Gray, P., & Byun, J. (2001). Customer Relationship Management. Centre for Research on Information Technology and Organizations, University of California
Gr?nroos, C. (1982). Strategic Management and Marketing in the Services Sector. Marketing Science, Cambridge, MA.
Gr?nroos, C. (1983). Strategic Management and Marketing in the Service Sector. Marketing Science Institute, Boston, MA.
Gr?nroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing,18(4), 36-44.
Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), ‘Multivariate data analysis’, 5th edition, Prentice Hall, Upper Saddle, New jersey.
Hanzaee, K.H., & Sadeghi, T. (2010). Customer satisfaction (CSFs) with online banking services in an Islamic country: I.R. Iran. Journal of Islamic Marketing, 1(3), 249-267.
Heide, J. B. (1994). Interorganizational governance in marketing channels. Journal of Marketing, 58(1), 71-85.
Henderson, J., McGoldrick, E., & McAdam, R. (2003). A critical review of e-service in Northern Ireland Electricity. Managing Service Quality, 13(6), 463-470.
Hernandez, J.M.C., & Afonso, M.J. (2007). Adoption of Internet Banking: Proposition and Implementation of an Integrated Methodology Approach. International Journal of Bank Management, 25(2), 72-88.
Holmes-Smith, P. (2002). Applied Structural Equation Modeling. Canberra.
Hu, L., & Bentler, P.M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1-55.
Hulland, J., Chow, Y.H., & Lam, S. (1996). Use of causal models in marketing research: A review. International Journal of Research in Management, 13(2), 181-197.
Hox and Bechger, ‘An introduction to structural equation modeling’, Family Science Review, 11, pp. 354-373
Jacoby, J., & Kyner, D.B. (1973). Brand loyalty versus repeat purchase behavior. Journal of Marketing Research, 10(1), 1-9.
Joseph, M & Stone G. (2003). An empirical evaluation of US bank customer perceptions of the impact of technology in service delivery in the banking sector. International Journal of Retail & Distribution Management, 31(4), 190-202.
Julian, C. C., & Ramaseshan, B. (1994). The role of customer-contact personnel in the marketing of a retail bank & apos; s services. International Journal of Retail & Distribution Management, 5, 29-34.
Kearns, D., & D. Nadler. (1992). Prophets in the Dark: How Xerox Reinvented Itself and Beat Back Japanese. New York: Harper Collins Publishers.
Keaveney, S. M. (1995). Customer switching behavior in service industries: an exploratory study. Journal of Marketing, 59, 71-82.
Khan, M.S., & Mahapatra, S.S. (2009). Service quality evaluation in internet banking: an empirical study in India. International. Journal Indian Culture and Business Management, 2(1), 30-46.
Kline, R. B. (1998). Principles and practices of structural equation modeling. New York:
Guilford.
Laforet S., & Li, X. (2005). Consumers’ attitude towards online and mobile banking in China. International Journal of Bank Management, 23(5), 362-380.
Lans, B., & Colgate, M. (2003). Relationship quality, on-line banking and the information technology gap. International Journal of Bank Marketing, 21(1), 29-37.
Lehtinen, J.R., & Lehtinen, U. (1982). Service quality: a study of quality dimensions. Unpublished working paper, Service Management Institute, Helsinki .
Lin, J.S.C., & Hsieh, P. (2006). The role of technology readiness in customer perception and adaptation of self-service technologies. International Journal of Service Industry Management, 17(5), 497-517.
Llosa, S., Chandon, J.L., & Orsingher, C. (1998). An empirical study of SERVQUAL’s dimensionality. The Service Industries Journal, 18(2),16-44.
Loiacono, E.T., Watson, R.T., & Hoodhue, D.L. (2002). WEBQUAL: Measure of website quality. Marketing Educators Conference: Marketing theory and applications, 13, 432-437.
Macintosh, G., & Lockshin, L. S. (1997). Retail relationships and loyalty: A multi-level perspective. International Journal of Research in Marketing, 14(5), 487-497.
Malhotra, P., & Singh, B. (2007). Determinants of internet banking adoption by banks in India. Internet Research, 17(3), 323–339.
Meuter, M., Ostrom, A., Roundtree, R., & Bitner, M., (2000). Self-service technology: Understand customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
Mukherjee, A, & Nath, P. (2003). A Model of Trust in Online Relationship Banking. International Journal of Bank Management, 21(1), 5-15.
Nguyen, T., Sherif, J., & Newby, M. (2007). Strategies for successful CRM implementation. Information management and Computer security, 15(2), 76-95.
Nunnally, J.C., & Bernstein, H. (1994). Psychometric Theory. New York, McGraw-Hill
Oliver, R. L. (1981). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 460-469.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1985), A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-37.
Parasuraman, A., Berry, L.L., & Zeithaml, V.A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
Parasuraman, A., Zeithaml, V., & Berry, L.L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for future research. Journal of Marketing, 58, 111-124.
Parasuraman, A., Zeithaml, V., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-234.
Patricio, L., Fisk, R. & Cunha, J. (2003). Improving satisfaction with bank service offerings: measuring the contribution of each delivery channel. Managing Service Quality, 13(6), 471-482.
Peng, L. Y. & Wang, Q. (2006). Impact of relationship marketing tactics (RMTs) on switchers and stayers in a competitive service industry. Journal of Marketing Management, 22, 25-59.
Radecki, L., Wenninger, J. & Orlow, D. (1997). Industry structure: Electronic delivery & apos; s potential effects on retail banking. Journal of Retail banking Service, 19(4), 57-63.
Ramsay, J. & Smith, M. (1999). Managing customer channel usage in the Australian banking sector. Managerial Auditing Journal, 14(7), 329-338.
Reinartz, W. J. & Kumar, V. (2003). The impact of customer relationship characteristics on profitable lifetime duration. Journal of Marketing, 67(1), 77-99.
Ravi, V., Mahil, C., & Vidya Sagar, N. (2007). Profiling of internet banking users in india using intelligent techniques. Journal of Services Research, 6(2), 61–73.
Rowley, J., & Dawes, J. (2000). Disloyalty: A closer look at non-loyals. Journal of Consumer Marketing, 17(6), 538-549.
Rust, R.T., & Zahorik, A.J. (1993). Customer satisfaction, customer retention and market share. Journal of Retailing, 69(2), 193-215.
Ruyter, K., Wetzels, M., & Kleijnen, M. (2001). Customer adoption of e-service: an experimental study. International Journal of Service Industry Management, 12(2), 184-207.
Santos, F. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality, 13(3), 233-246.
Sheth, N. J., & Parvatiyar, A. (1995). Relationships marketing in consumer markets: Antecedents and consequences. Journal of Academy of Marketing Science, 23(4), 255-271.
So, S.H. (2007). An Empirical Analysis on the operational Efficiency of CRM call
centers in Korea, Call center Industry Research Center.
Szymanski, D. & Hise, R. (2000). e-satisfaction: an initial Examination. Journal of Retailing, 76(3), 309-322.
Tax, S. S. & Brown, S. W. (1998a). Recovering and learning from service failures. Sloan Management Review, 40, 75-88.
Teijlingen, E. R., & Hundley, V. (2001). The importance of pilot studies. Social research UPDATE,.35, http://sru.soc.surrey.ac.uk/SRU35.html (accessed on 16-12-2009)
Weinstein, A. & Johnson, W. C. (1999c). Designing and delivering superior customer value: concepts, cases, and applications. Boca Raton: CRC Press LLC. p.119a,119b,117c,119d,124-126e,126f,127g.
Wolfinbarger, M.F., & Gilly, M.C. (2002). comQ: Dimensionalizing, Measuring and Predicting Quality of the E-tail experience. Working paper, Marketing Science Institute, Cambridge, M.A., 02-100
Yang, Z., & Fang, Z. (2004). Online services quality dimension and their relationships with satisfaction: a content analysis of customer reviews of securities brokerage services. The International Journal of Bank marketing, 15(3), 189-206.
Yoo, B., & Donthu, N. (2001). Developing a scale to measure perceived quality of an Internet shopping site (SITEQUAL). Quarterly Journal of Electronic Commerce, 2(1), 31-46.
Zeithaml, B., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 6(2), 31-46.
Allison, P. D. (1999). Event History Analysis: Regression for Longitudinal Event Data. Newbury Park, CA: Sage Publications, 9-42, [EHA]
Al-hawari, M., Hartley, N., & Ward, T. (2005), Measuring Banks’ Automated Service Quality: A Confirmatory Factor Analysis Approach. Marketing Bulletin, 16(1).
Al-Hawari, M., & Ward, T. (2006). The effect of automated service quality on Australian banks’ financial performance and the mediating role of customer satisfaction. Marketing Intelligence & Planning, 24( 2), 127-47.
Avkiran, N. K. (1994). Developing an Instrument to Measure Customer Service Quality in Branch Banking. International Journal of Bank Marketing, 12(6), 10-18.
Babakus, E., & Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24, 253-268.
Baumgartner, H., & Homburg, C. (1996). Applications of structural equation modeling in marketing and consumer research: A review. International Journal of Research in Marketing, 13, 139-161.
Bentler, P.M. (1992). On the fit of models to covariances and methodology to the Bulletin. Psychological Bulletin, 112(3), 400-404.
Bolton, R., & Drew, J. (1991a). A longitudinal analysis of the impacts of service changes on customer attitudes. Journal of Marketing, 55(1), 1-9.
Broderick, A.J. & Vachirapornpuk, S. (2002). Service quality in Internet banking: The importance of customer role. Marketing Intelligence & Planning, 20(6), 327 - 335.
Buckley, J. (2003). E-service and the public sector. Managing Service Quality, 13(6), 453- 462.
Buttle, F. (2001). The CRM Value Chain”. http://www.crm-forum.com (accessed on 19-07-2008)
Byrne, B. M. (2001). Structural Equation Modeling with AMOS - Basic Concepts, Applications, and Programming.LEA, ISBN 0-8058-4104-0
Carman, J. M. (1990). Consumers’ perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55.
CRM Guru (2006). The top five tips for CRM strategy’, http://www.crm-guru/the-top-five-tips-for-crm-strategy.php (accessed on 16-07-2008).
Cronin, J., & Taylor, S.A., (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56, 55-67.
Cronin, J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing, 58, (January), 125-131.
Crosby, L. A., & Stephens, N. (1987). Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry. Journal of Marketing Research, 14, 404-11.
Dabholkar, P (1994). Technology based service delivery. Advances in Service Marketing and Management, 3(1), 241-271.
Dabholkar, P. (1996). Consumer evaluations of new technology-based self-service options: An investigation of alternative modes of service quality. International Journal of Research in Marketing. 13(1), 29-51.
Dekimpe, M.G., Steenkamp, J.E.M., Mellens, M., & Abeele, P.V. (1997). Decline and variability in brand loyalty. International Journal of Research in Marketing, 5(14), 405-20.
Eric, P. J., Tom A. B., & Charles, E. M. (2006). Operational challenges in call center Industry; a case study and resource based framework. Managing Service Quality Journal, 477-500.
Evans, J. R., & Laskin, R. L. (1994). The relationship marketing process: A conceptualization and application. Industrial Marketing Management, 23(5), 439-452.
Gefen, D. (2002). Customer loyalty in e-commerce. Journal of the Association for Information Systems, 3, 27-51.
Gerrard, P., & Cunningham, J.B. (2003). The Diffusion of Internet Banking among Singapore Consumers. International Journal of Bank Marketing, 21(1), 16-28.
Gurau, C. (2003). Tailoring e-service quality through CRM. Journal Managing Service Quality, 13(6), 520-531.
Grabner-Kraeuter, S., & Moedritscher, G. (2002). Alternative approaches toward measuring CRM performance. Paper presented at the Sixth Research Conference on Relationship Marketing and Customer Relationship Management, Atlanta, USA.
Gray, P., & Byun, J. (2001). Customer Relationship Management. Centre for Research on Information Technology and Organizations, University of California
Gr?nroos, C. (1982). Strategic Management and Marketing in the Services Sector. Marketing Science, Cambridge, MA.
Gr?nroos, C. (1983). Strategic Management and Marketing in the Service Sector. Marketing Science Institute, Boston, MA.
Gr?nroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing,18(4), 36-44.
Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), ‘Multivariate data analysis’, 5th edition, Prentice Hall, Upper Saddle, New jersey.
Hanzaee, K.H., & Sadeghi, T. (2010). Customer satisfaction (CSFs) with online banking services in an Islamic country: I.R. Iran. Journal of Islamic Marketing, 1(3), 249-267.
Heide, J. B. (1994). Interorganizational governance in marketing channels. Journal of Marketing, 58(1), 71-85.
Henderson, J., McGoldrick, E., & McAdam, R. (2003). A critical review of e-service in Northern Ireland Electricity. Managing Service Quality, 13(6), 463-470.
Hernandez, J.M.C., & Afonso, M.J. (2007). Adoption of Internet Banking: Proposition and Implementation of an Integrated Methodology Approach. International Journal of Bank Management, 25(2), 72-88.
Holmes-Smith, P. (2002). Applied Structural Equation Modeling. Canberra.
Hu, L., & Bentler, P.M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1-55.
Hulland, J., Chow, Y.H., & Lam, S. (1996). Use of causal models in marketing research: A review. International Journal of Research in Management, 13(2), 181-197.
Hox and Bechger, ‘An introduction to structural equation modeling’, Family Science Review, 11, pp. 354-373
Jacoby, J., & Kyner, D.B. (1973). Brand loyalty versus repeat purchase behavior. Journal of Marketing Research, 10(1), 1-9.
Joseph, M & Stone G. (2003). An empirical evaluation of US bank customer perceptions of the impact of technology in service delivery in the banking sector. International Journal of Retail & Distribution Management, 31(4), 190-202.
Julian, C. C., & Ramaseshan, B. (1994). The role of customer-contact personnel in the marketing of a retail bank & apos; s services. International Journal of Retail & Distribution Management, 5, 29-34.
Kearns, D., & D. Nadler. (1992). Prophets in the Dark: How Xerox Reinvented Itself and Beat Back Japanese. New York: Harper Collins Publishers.
Keaveney, S. M. (1995). Customer switching behavior in service industries: an exploratory study. Journal of Marketing, 59, 71-82.
Khan, M.S., & Mahapatra, S.S. (2009). Service quality evaluation in internet banking: an empirical study in India. International. Journal Indian Culture and Business Management, 2(1), 30-46.
Kline, R. B. (1998). Principles and practices of structural equation modeling. New York:
Guilford.
Laforet S., & Li, X. (2005). Consumers’ attitude towards online and mobile banking in China. International Journal of Bank Management, 23(5), 362-380.
Lans, B., & Colgate, M. (2003). Relationship quality, on-line banking and the information technology gap. International Journal of Bank Marketing, 21(1), 29-37.
Lehtinen, J.R., & Lehtinen, U. (1982). Service quality: a study of quality dimensions. Unpublished working paper, Service Management Institute, Helsinki .
Lin, J.S.C., & Hsieh, P. (2006). The role of technology readiness in customer perception and adaptation of self-service technologies. International Journal of Service Industry Management, 17(5), 497-517.
Llosa, S., Chandon, J.L., & Orsingher, C. (1998). An empirical study of SERVQUAL’s dimensionality. The Service Industries Journal, 18(2),16-44.
Loiacono, E.T., Watson, R.T., & Hoodhue, D.L. (2002). WEBQUAL: Measure of website quality. Marketing Educators Conference: Marketing theory and applications, 13, 432-437.
Macintosh, G., & Lockshin, L. S. (1997). Retail relationships and loyalty: A multi-level perspective. International Journal of Research in Marketing, 14(5), 487-497.
Malhotra, P., & Singh, B. (2007). Determinants of internet banking adoption by banks in India. Internet Research, 17(3), 323–339.
Meuter, M., Ostrom, A., Roundtree, R., & Bitner, M., (2000). Self-service technology: Understand customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
Mukherjee, A, & Nath, P. (2003). A Model of Trust in Online Relationship Banking. International Journal of Bank Management, 21(1), 5-15.
Nguyen, T., Sherif, J., & Newby, M. (2007). Strategies for successful CRM implementation. Information management and Computer security, 15(2), 76-95.
Nunnally, J.C., & Bernstein, H. (1994). Psychometric Theory. New York, McGraw-Hill
Oliver, R. L. (1981). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 460-469.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1985), A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-37.
Parasuraman, A., Berry, L.L., & Zeithaml, V.A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
Parasuraman, A., Zeithaml, V., & Berry, L.L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for future research. Journal of Marketing, 58, 111-124.
Parasuraman, A., Zeithaml, V., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-234.
Patricio, L., Fisk, R. & Cunha, J. (2003). Improving satisfaction with bank service offerings: measuring the contribution of each delivery channel. Managing Service Quality, 13(6), 471-482.
Peng, L. Y. & Wang, Q. (2006). Impact of relationship marketing tactics (RMTs) on switchers and stayers in a competitive service industry. Journal of Marketing Management, 22, 25-59.
Radecki, L., Wenninger, J. & Orlow, D. (1997). Industry structure: Electronic delivery & apos; s potential effects on retail banking. Journal of Retail banking Service, 19(4), 57-63.
Ramsay, J. & Smith, M. (1999). Managing customer channel usage in the Australian banking sector. Managerial Auditing Journal, 14(7), 329-338.
Reinartz, W. J. & Kumar, V. (2003). The impact of customer relationship characteristics on profitable lifetime duration. Journal of Marketing, 67(1), 77-99.
Ravi, V., Mahil, C., & Vidya Sagar, N. (2007). Profiling of internet banking users in india using intelligent techniques. Journal of Services Research, 6(2), 61–73.
Rowley, J., & Dawes, J. (2000). Disloyalty: A closer look at non-loyals. Journal of Consumer Marketing, 17(6), 538-549.
Rust, R.T., & Zahorik, A.J. (1993). Customer satisfaction, customer retention and market share. Journal of Retailing, 69(2), 193-215.
Ruyter, K., Wetzels, M., & Kleijnen, M. (2001). Customer adoption of e-service: an experimental study. International Journal of Service Industry Management, 12(2), 184-207.
Santos, F. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality, 13(3), 233-246.
Sheth, N. J., & Parvatiyar, A. (1995). Relationships marketing in consumer markets: Antecedents and consequences. Journal of Academy of Marketing Science, 23(4), 255-271.
So, S.H. (2007). An Empirical Analysis on the operational Efficiency of CRM call
centers in Korea, Call center Industry Research Center.
Szymanski, D. & Hise, R. (2000). e-satisfaction: an initial Examination. Journal of Retailing, 76(3), 309-322.
Tax, S. S. & Brown, S. W. (1998a). Recovering and learning from service failures. Sloan Management Review, 40, 75-88.
Teijlingen, E. R., & Hundley, V. (2001). The importance of pilot studies. Social research UPDATE,.35, http://sru.soc.surrey.ac.uk/SRU35.html (accessed on 16-12-2009)
Weinstein, A. & Johnson, W. C. (1999c). Designing and delivering superior customer value: concepts, cases, and applications. Boca Raton: CRC Press LLC. p.119a,119b,117c,119d,124-126e,126f,127g.
Wolfinbarger, M.F., & Gilly, M.C. (2002). comQ: Dimensionalizing, Measuring and Predicting Quality of the E-tail experience. Working paper, Marketing Science Institute, Cambridge, M.A., 02-100
Yang, Z., & Fang, Z. (2004). Online services quality dimension and their relationships with satisfaction: a content analysis of customer reviews of securities brokerage services. The International Journal of Bank marketing, 15(3), 189-206.
Yoo, B., & Donthu, N. (2001). Developing a scale to measure perceived quality of an Internet shopping site (SITEQUAL). Quarterly Journal of Electronic Commerce, 2(1), 31-46.
Zeithaml, B., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 6(2), 31-46.