TÀi liệu tham khảo tiếng Việt

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Tiếng Việt

  1. Hoàng Trọng, Chu Nguyễn Mộng Ngọc (2005), Phân tích dữ liệu nghiên cứu với SPSS, NXB Thống Kê, TP HCM.

  2. PGS. TS. Trần Minh Đạo, 2008. Giáo trình Marketing căn bản, NXB Đại học kinh tế quốc dân.

  3. Philip Kotler, Quản trị Marketing, NXB Thống Kê, 2001

  4. Các nguồn tham khảo từ web: http://vietcombank.com.vn, http://vneconomy.vn, http://www.wikipedia.org,...

  5. Các nguồn sách, báo, tạp chí…

Tiếng Anh

  1. Bansal, H.S. & Taylor, S.F. (1999). The service provider switching model (SPSM): A model of consumer switching behavior in the service industries. Journal of Service Research, 2, 2, 200-218.

  2. Bejou, D. & Palmer, A. (1998). Service failure and loyalty: An exploratory empirical study of airline customers. Journal of Services Marketing, 12, 1, 7-22.

  3. Bougie, R., Pieters, R. & Zeelenberg, M. (2003). Angry customer don’t come back, they ghet back: the experience and behavior implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science, 31, 4, 377-393

  4. Bowen, J. T. & Chen, S. L. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13, 4/5, 213-217

  5. Brady, M. & Cronin, J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of the Academy of Marketing Science, 65, 34-49

  6. Cronin,J. J. & Taylor, S. A. (1992). Measuring service quality: A Reexamination and extension. Journal of Marketing, 56, 55-68

  7. Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18, 4, 37-44

  8. Lehtinen, U & J. R. Lehtinen, Service Quality: A Study of Quality Dimensions, Working Paper, Service Management Institute, Helsinki, Finland., (1982).

  9. MA. Trinh Thanh Hai (2007), “Customer Satisfaction at Bank of Tokyo and Mitsubishi, UFJ” CFVG programe.

  10. Mittal, B. & Lassar, W.M., Why do customers switch? The dynamics of satisfaction versus loyalty, The Journal of Services Marketing, 12 (3): 177-194., (1998).

  11. Murad, M. M. M. (2011). Direct and Moderating Factors Affecting Customer Switching Intentions: An Empirical Study on Bank of Palestine and Cairo Amman Bank in Gaza Strip.

  12. Oliver, R.L., Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill, New York, NY., (1997).

  13. Parasuraman, A., V. A. Zeithaml, & L. L. Berry, SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, 64 (1): 12-40.,(1988).

  14. Patterson, P.G. (2004). A contingency model of behavioral intention in a services context. European Journal of Marketing, 38, 9/10, 1304-1315.

  15. Roos, I. & Gustafsson A. (2007). Understanding frequent switching patterns: a crucial element in managing customer relationship. Journal of Service Research, 10, 93-108

  16. Roos, I. (1999). Switching processes in customer relationships. Journal of Service Research, 2, 68-85

  17. Saeed, A., Husain, N. & Riaz, A., (2011). Factors affecting consumers’ switching intentions. European Journal of Social Sciences, 19, 54-61

  18. Terrence Levesque, Gordon H.G. McDougall, (1996), “Determinants of customer satisfaction in retail banking”, International Journal of Bank Marketing,Vol.14 No.7, pp.12-20.

  19. Varki, S., & Colgate, M. (2001). The role of price perceptions in an intergrated model of behavioral intentions. Journal of Service Research, 3, 3, 232-240

  20. Zeithaml, V.A., Berry, L.L., Parasuraman, A., The behavioral consequences of service quality, Journal of Marketing, Vol. 60 (2): 31-46, (1996).

  21. Wathne, K., Biong, H, & Heide, J.B. (2001). Choice of supplier in embedded markets: Relationship and marketing program effects. Journal of Marketing, 65, 54-66

Các trang web: www.sciencedirect.com; www.essays.se; www.scholar.google.com.vn; www.jstor.org; www.som.cranfield.ac.uk,..

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