JAPAN MARKETING JOURNAL 117 Vol.30 No PDF 無料ダウンロード

JAPAN MARKETING JOURNAL 117 Vol.30 No.12010

Anderson, Eugene W. and Claes Fornell(), A Customer Satisfaction Research Prospectus,in Service Quality: New directions in Theory and Practice, edited by Roland T. Rust and Richard L. Oliver, Sage Publications, -. Anderson, Eugene W., Claes Fornell, and Donald R. Lehmann(), Customer Satisfaction, Market Share, and Profitability: Findings from Sweden,Journal of Marketing, (July), -. Anderson, Eugene W., Claes Fornell, and Sanal K. Mazvancheryl(), Customer Satisfaction and Shareholder Value,Journal of Marketing, (October), -. Anderson, Eugene W., Claes Fornell, and Roland T. Rust(), Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services,Marketing Science, (), -. Bolton, Ruth N., Katherine N. Lemon, and Peter Ver- JAPAN MARKETING JOURNAL 117 Vol.30 No.12010

hoef(),the Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research,Journal of the Academy of Marketing Science, ()(Summer), -. Fornell, Claes(), A National Customer Satisfaction Barometer: The Swedish Experience,Journal of Marketing, (January), -. Fornell, Claes, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, and Barbara Everitt Bryant(), The American Customer Satisfaction Index: Nature, Purpose, and Findings,Journal of Marketing, (October), -. Fornell, Claes (), The Satisfied Customer: Winners and Lossers in the Battle for Buyer Preference, Palgrave MacMillan. Fornell, Claes, David VanAmburg, Forrest Morgeson, Eugene W. Anderson, Barbara Everitt Bryant, and Michael D. Johnson(), The American Customer Satisfaction Index at Ten Years: ACSI -, University of Michigan. Fornell, Claes, Sunil Mithas, Forrest V. Morgeson III, and M.S.Krishnan(), Customer Satisfaction and Stock Prices: High Returns, Low Risk,Journal of Marketing, (Jan.), -. (),,- Johonson, Michael D. and Anders Gustafsson(), Improving Customer Satisfaction, Loyalty, and Profit, Jossey-Bass Inc. D. Oliver, Richard L. (), Satisfaction: Behavioral Perspective on the Consumer, nd Edition, M.E.Shape. Oliver, Richard L., Roland T. Rust, and Sajeev Varki(), Customer Delight: Foundations, Findings, and Managerial Insight,Journal of Retailing, ()(Autumn), -. (),, - ()[CS] Rust, Roland T. and Richard L. Oliver(), Should We Delight the Customer?Journal of the Academy of Marketing Science, (Winter), -. Rust, Roland T., Valarie A. Zeithaml, and Katherine N. Lemon(), Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy, NY, Free Press. Swan, John E. and Richard L. Oliver(),Postpurchase Communications by Consumers, Journal of Retailing, () (Winter), -. Thompson, Debora Viana, Rebecca W. Hamilton, and Roland T.Rust(),Feature Fatigue: When Product Capabilities Become Too Much of a Good Thing, Journal of Marketing Research, Vol.XLII(November), pp.-. Zeithaml, Valarie A.(),Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Research,Journal of Marketing, ()(July), -. Zeithaml, Valarie A.(),Service Quality, Profitability, and the Economic Worth of Customers: What We know and What We Need to Learn,Journal of the Academy of Marketing Science, (), -. JAPAN MARKETING JOURNAL 117 Vol.30 No.12010