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10 Anderson, E. & B. Weitz(1989), "Determinants of Continuity in Conventional Industrial Channel Dyads, " Marketing Science, Vol. 8, No. 4(Fall), pp Bearden, W. O., R. G. Netemeyer, & M. F. Mobley(1993), Handbook of Marekting Scales : Multi-Item Measures for Marketing and Consumer Behavior Research, Sage Publication. Bitner, M. J. (1992), "Servicecapes : The Impact of Physical Surroundings on Customers and Employees, " Journal of Marketing, Vol. 56, pp Bitner, M. J. (1990), "Evaluating Service Encounters : The Effects of Physical Surrounding and Employee Responses, " Journal of Marketing, Vol. 56, pp Bitner, M. J., B. H. Booms, & L. A. Mohr(1994), "Critical Service Encounters : The Employee's Viewpoint, " Journal of Marketing, Vol. 58(October), pp Bitner, M. J., B. H. Booms, & M. S. Tetreault (1990), "The Service Encounter : Diagnosig Favorable and Unfavorable Incidents, " Journal of Maketing, Vol. 54 (January), pp Brown, S. P. & R. A. Peterson(1993), "Antecedents and Consequences of Salesperson Job Satisfaction : Meta-Analysis and Assessment of Causal Effects, " Journal of Marketing Research, Vol. 30(February), pp Churchill, G. A. Jr., N. M. Ford, & O. C. Walker(1974), "Measuring the Job Satisfaction of Industrial Salesmen, " Journal of Marketing Research, Vol. 11(August), pp

11 Czepiel, J. A., M. R. Solomon, C. F. Surprenant, & E. G. Gutman(1985), "Service Encounters : An Overview, " in The Service Encounters : Managing Employee/Customer Interaction in Service Business, J. A. Czepiel et al., eds., Lexington. Hart, C. W. L. (1988), "The Power of Unconditional Service Guarantees, " Harvard Business Review, July-August, pp Heskett, J. L., T. O. James, G. W. Loveman, W. E. Sasser, Jr., & L. A. Schlesinger(1994), "P utting the Service-Profit Chain to Work, " Harvard Business Review, March/April, Heskett, J. L., W. E. Sasser, & C. W. L. Hart(1990), Service Breakthroughs, New York: The Free Press. Levitt, T. (1976), "The Industrialization of Service, " Harvard Business Review, 54(Sep.), pp Morgan, R. M. & S. D. Hunt(1994), "The Commitment-Trust Theory of Relationship Marketing, " Journal of Marketing, Vol. 58(July), pp Parasuraman, Zeithaml, & Berry(1986), "SERVQUAL : A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality, " Report No , Marketing Science Institute, Cambridge, Massachusetts. Parasuraman, Zeithaml, & Berry(1988), "SERVQUAL : A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, " Journal of Retailing, 64(Spring), pp Reichheld, F. F. & W. E. Sasser Jr. (1990), "Zero Defections : Quality Comes to Services, " Harvard Business Review, Sep-Oct., pp Rempel, J. K., J. G. Holmes, & M. P. Zanna(1985), "Trust in Close Relationships, " Journal of Personality and Social Psychology, Vol. 49, No. 1, pp Rust, R. T. & R. L. Oliver(1994), Service Quality : New Directions in Theory and Practice, Sage Publicaitons. Rust, R. T., A. J. Zahorik, & Keiningham(1995), "Returnon Quality(ROQ) : Making Service Quality Financially Accountable, " Journal of Marekting, Vol. 59, No. 2, pp Schlesinger, L. A. & J. L. Heskett(1991), "The Service-Driven Service Company, " Harvard Business Review, September-October, pp Schlesinger, L. A. & J. Zornitsky(1991), "Job Satisfaction, Service Capability, and Customer Satisfaction : An Examination of Linkages and Management Implications, " Human Resource Planning, Vol. 14, No. 2, pp Schneider, B. & D. E. Bowen(1985), "Employee and Customer Perception of Service in Banks : Replication and Extention, " Journal of Applied Psychology, Vol. 70, pp Schneider, B., J. J. Parkington, & V. M. Buxton(1980), " Employee and Customer Perceptions of Service in Banks, " Administrative Science Quarterly, Vol. 25, pp

12 Solomon, M. R., C. Surprenant, J. A. Czepiel, & E. G. Gutman(1985), "A Role Theory Perspective on Dyadic Interactions : The Service Encounter, " Journal of Marketing, Vol. 49(Winter), pp Swan, J. E. & J. J. Nolan (1985), "Gaining Customer Trust: A Conceptual Guide for the Salesperson, " Journal of Personal Selling and Sales Management, Vol. 5(November), pp Swan, J. E., I. F. Trawick, & D. W. Silva(1985), "How Industrial Salespeople Gain Customer Trust, " Industrial Marketing Management, Vol. 14(August), pp

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