Pinto, M. B. (2015). Social media's contribution to customer satisfaction with services. 573-590. The Service Industries Journal, 35(11-12), Pritchard, M., Havitz, M., & Howard, D. (1999). Analyzing the commitment-loyalty link in service contexts. Journal of the Academy of Marketing Science, 27(3), 333-348. Qi, J.Y., Qu, Q.X., & Zhou, Y.P. (2014). How does customer self-construal moderate CRM creation chain? Electronic Commerce Research and Applications, 295-304. 13(5), Rafiq, M., Fulford, H., & Lu, X. (2013). Building customer loyalty in online retailing: The role of relationship quality. Journal of Marketing Management, 29(3-4), Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. 21-31. Journal of Business Research, 60(1), Reichheld, F.F. (1996). The Loyalty Effect: The Hidden Force behind Growth, Profits, Boston, USA: Harvard Business School Press. and Lasting Value. Rubel, S. (2005). Trends to watch. Part II: Social micro persuasion. – Available at: www.micropersuasion.com/2005/12/2006_trends_to_.html (accessed 1 July 2009). Sanchez-Franco, M.J., Villarejo Ramos, A.F., & Martin Velicia, F.A. (2009). The moderating effect of gender on relationship quality and loyalty toward Internet service providers. 196-202. Information & Management, 46(3), Sanchez-Garcia, I., & Curras-Perez, R. (2011). Effects of dissatisfaction in tourist services: The role of anger and regret. 1397-1406. Tourism Management, 32(6), Saxe, R., & Weitz, B.A. (1982). The SOCO scale: A measure of the customer orientation of salespeople. 343-351. Journal of Market Research, 19(3),
Pinto, M. B. (2015). Social media's contribution to customer satisfaction with services. The Service Industries Journal, 35(11-12), 573-590. Pritchard, M., Havitz, M., & Howard, D. (1999). Analyzing the commitment-loyalty link in service contexts. Journal of the Academy of Marketing Science, 27(3), 333-348. Qi, J.Y., Qu, Q.X., & Zhou, Y.P. (2014). How does customer self-construal moderate CRM creation chain? Electronic Commerce Research and Applications, 13(5), 295-304. Rafiq, M., Fulford, H., & Lu, X. (2013). Building customer loyalty in online retailing: The role of relationship quality. Journal of Marketing Management, 29(3-4), Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60(1), 21-31. Reichheld, F.F. (1996). The Loyalty Effect: The Hidden Force behind Growth, Profits, and Lasting Value. Boston, USA: Harvard Business School Press. Rubel, S. (2005). Trends to watch. Part II: Social – micro persuasion. Available at: www.micropersuasion.com/2005/12/2006_trends_to_.html (accessed 1 July 2009). Sanchez-Franco, M.J., Villarejo Ramos, A.F., & Martin Velicia, F.A. (2009). The moderating effect of gender on relationship quality and loyalty toward Internet service providers. Information & Management, 46(3), 196-202. Sanchez-Garcia, I., & Curras-Perez, R. (2011). Effects of dissatisfaction in tourist services: The role of anger and regret. Tourism Management, 32(6), 1397-1406. Saxe, R., & Weitz, B.A. (1982). The SOCO scale: A measure of the customer orientation of salespeople. Journal of Market Research, 19(3), 343-351.
Revised%20Manuscript%20ID%20CTQM-2015-0389.R1_Final.docx