<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0121-5051</journal-id>
<journal-title><![CDATA[Innovar]]></journal-title>
<abbrev-journal-title><![CDATA[Innovar]]></abbrev-journal-title>
<issn>0121-5051</issn>
<publisher>
<publisher-name><![CDATA[Facultad de Ciencias Económicas. Universidad Nacional de Colombia.]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0121-50512017000200023</article-id>
<article-id pub-id-type="doi">10.15446/innovar.v27n64.62366</article-id>
<title-group>
<article-title xml:lang="en"><![CDATA[The Effects of Brand Experiences on Quality, Satisfaction and Loyalty: An Empirical Study in the Telecommunications Multiple-play Service Market]]></article-title>
<article-title xml:lang="es"><![CDATA[EFECTOS DE LAS EXPERIENCIAS DE MARCA EN LA CALIDAD, LA SATISFACCIÓN Y LA LEALTAD: ESTUDIO EMPÍRICO EN EL SECTOR DE SERVICIOS MÚLTIPLES DE TELECOMUNICACIONES]]></article-title>
<article-title xml:lang="pt"><![CDATA[EFEITOS DAS EXPERIÊNCIAS DE MARCA NA QUALIDADE, NA SATISFAÇÃO E NA LEALDADE: ESTUDO EMPÍRICO NO SETOR DE SERVIÇOS MÚLTIPLOS DE TELECOMUNICAÇÕES]]></article-title>
<article-title xml:lang="fr"><![CDATA[LES EFFETS DES EXPÉRIENCES DE MARQUE SUR LA QUALITÉ, LA SATISFACTION ET LA FIDÉLITÉ: UNE ÉTUDE EMPIRIQUE DANS LE DOMAINE DES SERVICES MULTIPLES DE TÉLÉCOMMUNICATIONS]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Carrizo-Moreira]]></surname>
<given-names><![CDATA[António]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Freitas-da Silva]]></surname>
<given-names><![CDATA[Pedro M.]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Ferreira-Moutinho]]></surname>
<given-names><![CDATA[Victor M.]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,University of Aveiro  ]]></institution>
<addr-line><![CDATA[Aveiro ]]></addr-line>
<country>Portugal</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,University of Aveiro  ]]></institution>
<addr-line><![CDATA[Aveiro ]]></addr-line>
<country>Portugal</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,University of Aveiro  ]]></institution>
<addr-line><![CDATA[Aveiro ]]></addr-line>
<country>Portugal</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2017</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2017</year>
</pub-date>
<volume>27</volume>
<numero>64</numero>
<fpage>23</fpage>
<lpage>36</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0121-50512017000200023&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0121-50512017000200023&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0121-50512017000200023&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT: This article seeks to add to the body of knowledge on the role played by brand experience and its relationship with satisfaction, trust and service quality in the development of loyalty. Structural Equation Modelling (SEM) is used to analyze 690 telecommunications multiple-play users in the Portuguese telecommunications market. Our conclusions show that brand experiences can be used to generate loyalty, trust and quality perceptions; although satisfaction was confirmed to be the main loyalty predictor, service quality has an important indirect effect. In order to build customer loyalty, marketers must manage brand experiences, service quality, satisfaction and trust. Brand experiences can be explored as a way to differentiate services, to change customers' perceptions toward a brand and, ultimately, lead to customer retention. Furthermore, providing reliable services is of the utmost importance for service providers.]]></p></abstract>
<abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN: Este artículo busca contribuir al acervo de conocimiento sobre el papel de la experiencia de marca y su relación con la satisfacción, la confianza y la calidad en el servicio en la consolidación de lealtad hacia la marca. A través de modelos de ecuaciones estructurales se estudiaron 690 usuarios de servicios múltiples dentro del mercado portugués de las telecomunicaciones. Los resultados obtenidos por los autores muestran que las experiencias de marca pueden ser empleadas para generar percepciones de lealtad, confianza y calidad; y que a pesar de que la satisfacción se establece como el principal indicador de lealtad, la calidad en el servicio tiene un efecto indirecto importante. Con el fin de obtener la lealtad del cliente, los mercadólogos deben gestionar experiencias de marca, la calidad en el servicio, la satisfacción y la confianza. En este sentido, las experiencias de marca pueden ser abordadas como una manera de diferenciar servicios, cambiar las percepciones de los clientes hacia una marca y, en definitiva, conducir a la fidelización de clientes. Se señala además que la prestación de servicios confiables es de suma importancia para los proveedores de servicios.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[RESUMO: Este artigo busca contribuir para o acervo de conhecimento sobre o papel da experiência de marca e sua relação com a satisfação, a confiança e a qualidade no serviço na consolidação da lealdade à marca. Por meio de modelos de equações estruturais, foram estudados 690 usuários de serviços múltiplos dentro do mercado português das telecomunicações. Os resultados obtidos pelos autores mostram que as experiências de marca podem ser empregadas para gerar percepções de lealdade, confiança e qualidade, e que, apesar de que a satisfação se estabeleça como o principal indicador de lealdade, a qualidade no serviço tem um efeito indireto importante. A fim de obter a lealdade do cliente, os mercadólogos devem administrar experiências de marca, a qualidade no serviço, a satisfação e a confiança. Nesse sentido, as experiências de marca podem ser abordadas como uma maneira de diferenciar serviços, mudar as percepções dos clientes a uma marca e, em definitiva, conduzir à fidelização de clientes. Além disso, indica-se que a prestação de serviços confiáveis é de suma importância para os fornecedores de serviços.]]></p></abstract>
<abstract abstract-type="short" xml:lang="fr"><p><![CDATA[RÉSUMÉ: Cet article vise à contribuer à l'ensemble des connaissances sur le rôle de l'expérience de la marque et sa relation avec la satisfaction, la confiance et la qualité du service dans la construction de fidélité envers la marque. Au moyen de modèles d'équations structurelles, on a étudié 690 utilisateurs de multiples services au sein du marché des télécommunications portugais. Les résultats obtenus par les auteurs montrent que les expériences de marque peuvent être utilisées pour générer des perceptions de fidélité, de confiance et de qualité et que, malgré que la satisfaction soit définie comme le principal indicateur de la fidélité, la qualité de service a un effet indirect important. Afin d'obtenir la fidélité des clients, les marketers doivent gérer des expériences de marque, la qualité du service, la satisfaction et la confiance. En ce sens, les expériences de marque peuvent être traitées comme un moyen de différencier les services, l'évolution des perceptions des clients vers une marque et, en fin de compte, conduire à la fidélité des clients. Il est en outre noté que la fourniture de services fiables est primordiale pour les pourvoyeurs de services.]]></p></abstract>
<kwd-group>
<kwd lng="en"><![CDATA[Brand experience]]></kwd>
<kwd lng="en"><![CDATA[loyalty]]></kwd>
<kwd lng="en"><![CDATA[satisfaction]]></kwd>
<kwd lng="en"><![CDATA[trust]]></kwd>
<kwd lng="en"><![CDATA[service quality]]></kwd>
<kwd lng="en"><![CDATA[multiple-play]]></kwd>
<kwd lng="es"><![CDATA[experiencia de marca]]></kwd>
<kwd lng="es"><![CDATA[lealtad]]></kwd>
<kwd lng="es"><![CDATA[satisfacción]]></kwd>
<kwd lng="es"><![CDATA[confianza]]></kwd>
<kwd lng="es"><![CDATA[calidad del servicio]]></kwd>
<kwd lng="es"><![CDATA[servicios múltiples]]></kwd>
<kwd lng="pt"><![CDATA[experiência de marca]]></kwd>
<kwd lng="pt"><![CDATA[lealdade]]></kwd>
<kwd lng="pt"><![CDATA[satisfação]]></kwd>
<kwd lng="pt"><![CDATA[qualidade do serviço]]></kwd>
<kwd lng="pt"><![CDATA[serviços múltiplos]]></kwd>
<kwd lng="fr"><![CDATA[expérience de marque]]></kwd>
<kwd lng="fr"><![CDATA[fidélité]]></kwd>
<kwd lng="fr"><![CDATA[satisfaction]]></kwd>
<kwd lng="fr"><![CDATA[confiance]]></kwd>
<kwd lng="fr"><![CDATA[qualité du service]]></kwd>
<kwd lng="fr"><![CDATA[services multiples]]></kwd>
</kwd-group>
</article-meta>
</front><back>
<ref-list>
<ref id="B1">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[A cross-national investigation of the satisfaction and loyalty linkage for Mobile telecommunications services across eight Countries]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Aksoy]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
<name>
<surname><![CDATA[Buoye]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Aksoy]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Larivière]]></surname>
<given-names><![CDATA[B.]]></given-names>
</name>
<name>
<surname><![CDATA[Keiningham]]></surname>
<given-names><![CDATA[T. L]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Interactive Marketing]]></source>
<year>2013</year>
<volume>27</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>74-82</page-range></nlm-citation>
</ref>
<ref id="B2">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Brand Engagement and Brand Experience at BBVA. The Transformation of a 150 years old Company]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Alloza]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
</person-group>
<source><![CDATA[Corporate Reputation Review]]></source>
<year>2008</year>
<volume>11</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>371-81</page-range></nlm-citation>
</ref>
<ref id="B3">
<nlm-citation citation-type="book">
<collab>ANACOM</collab>
<source><![CDATA[Situação das Comunicações]]></source>
<year>2011</year>
<publisher-loc><![CDATA[Lisbon ]]></publisher-loc>
<publisher-name><![CDATA[Autoridade Nacional de Comunicações]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B4">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Arnould]]></surname>
<given-names><![CDATA[E. J.]]></given-names>
</name>
<name>
<surname><![CDATA[Price]]></surname>
<given-names><![CDATA[L. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Zinkhan]]></surname>
<given-names><![CDATA[G. L]]></given-names>
</name>
</person-group>
<source><![CDATA[Consumers]]></source>
<year>2002</year>
<publisher-loc><![CDATA[New York ]]></publisher-loc>
<publisher-name><![CDATA[McGraw-Hill/Richard D. Irwin]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B5">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Aydin]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Özer]]></surname>
<given-names><![CDATA[G]]></given-names>
</name>
</person-group>
<source><![CDATA[European Journal of Marketing]]></source>
<year>2005</year>
<volume>39</volume>
<numero>7</numero>
<issue>7</issue>
<page-range>910-25</page-range></nlm-citation>
</ref>
<ref id="B6">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[On the evaluation of structural equation models]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Bagozzi]]></surname>
<given-names><![CDATA[R. P.]]></given-names>
</name>
<name>
<surname><![CDATA[Yi]]></surname>
<given-names><![CDATA[Y]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of the Academy of Marketing Science]]></source>
<year>1988</year>
<volume>16</volume>
<page-range>77-94</page-range></nlm-citation>
</ref>
<ref id="B7">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Significance tests and goodness of fit in the analysis of covariance-structures]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Bentler]]></surname>
<given-names><![CDATA[P. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Bonett]]></surname>
<given-names><![CDATA[D. G]]></given-names>
</name>
</person-group>
<source><![CDATA[Psychological Bulletin]]></source>
<year>1980</year>
<volume>88</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>588-606</page-range></nlm-citation>
</ref>
<ref id="B8">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Brand experience: What is it? How is it measured? Does it affect loyalty?]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Brakus]]></surname>
<given-names><![CDATA[J. J.]]></given-names>
</name>
<name>
<surname><![CDATA[Schmitt]]></surname>
<given-names><![CDATA[B. H.]]></given-names>
</name>
<name>
<surname><![CDATA[Zarantonello]]></surname>
<given-names><![CDATA[L]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Marketing]]></source>
<year>2009</year>
<volume>73</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>52-68</page-range></nlm-citation>
</ref>
<ref id="B9">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[The need for cognition]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Cacioppo]]></surname>
<given-names><![CDATA[J. T.]]></given-names>
</name>
<name>
<surname><![CDATA[Petty]]></surname>
<given-names><![CDATA[R. E]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Personality and Social Psychology]]></source>
<year>1982</year>
<volume>42</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>116-31</page-range></nlm-citation>
</ref>
<ref id="B10">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Chan]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Lau]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
<name>
<surname><![CDATA[Lui]]></surname>
<given-names><![CDATA[T.]]></given-names>
</name>
<name>
<surname><![CDATA[Ng]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Tam]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Tong]]></surname>
<given-names><![CDATA[E]]></given-names>
</name>
</person-group>
<source><![CDATA[Final report: customer relationship management]]></source>
<year>2001</year>
<publisher-loc><![CDATA[Hong Kong ]]></publisher-loc>
<publisher-name><![CDATA[Customer Relationship Management Consortium Study, Asian Benchmarking Clearing House]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B11">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Chaudhuri]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Holbrook]]></surname>
<given-names><![CDATA[M. B]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Marketing]]></source>
<year>2001</year>
<volume>65</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>81-93</page-range></nlm-citation>
</ref>
<ref id="B12">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[The antecedents of consumers' loyalty toward Internet service providers]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Chiou]]></surname>
<given-names><![CDATA[J. S]]></given-names>
</name>
</person-group>
<source><![CDATA[Information &amp; Management]]></source>
<year>2004</year>
<volume>41</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>685-95</page-range></nlm-citation>
</ref>
<ref id="B13">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Service quality, trust, specific asset investment, and expertise: direct and indirect effects in a satisfaction-loyalty framework]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Chiou]]></surname>
<given-names><![CDATA[J. S.]]></given-names>
</name>
<name>
<surname><![CDATA[Droge]]></surname>
<given-names><![CDATA[C]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Academy of Marketing Science]]></source>
<year>2006</year>
<volume>34</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>613-27</page-range></nlm-citation>
</ref>
<ref id="B14">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[The effect of service quality on trust and commitment varying across generations]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Cho]]></surname>
<given-names><![CDATA[J. E.]]></given-names>
</name>
<name>
<surname><![CDATA[Hu]]></surname>
<given-names><![CDATA[H]]></given-names>
</name>
</person-group>
<source><![CDATA[International Journal of Consumer Studies]]></source>
<year>2009</year>
<volume>33</volume>
<page-range>468-76</page-range></nlm-citation>
</ref>
<ref id="B15">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[The robustness of test statistics to nonnormality and specification error in confirmatory factor analysis]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Curran]]></surname>
<given-names><![CDATA[P. J.]]></given-names>
</name>
<name>
<surname><![CDATA[West]]></surname>
<given-names><![CDATA[S. G.]]></given-names>
</name>
<name>
<surname><![CDATA[Finch]]></surname>
<given-names><![CDATA[J. F]]></given-names>
</name>
</person-group>
<source><![CDATA[Psychological Methods]]></source>
<year>1996</year>
<volume>1</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>16-29</page-range></nlm-citation>
</ref>
<ref id="B16">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Decline and variability in brand loyalty]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Dekimpe]]></surname>
<given-names><![CDATA[M. G.]]></given-names>
</name>
<name>
<surname><![CDATA[Steenkamp]]></surname>
<given-names><![CDATA[J. B. E. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Mellens]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Abeele]]></surname>
<given-names><![CDATA[P. V]]></given-names>
</name>
</person-group>
<source><![CDATA[International Journal of Research in Marketing]]></source>
<year>1997</year>
<volume>14</volume>
<page-range>405-20</page-range></nlm-citation>
</ref>
<ref id="B17">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Deng]]></surname>
<given-names><![CDATA[Z. H.]]></given-names>
</name>
<name>
<surname><![CDATA[Lu]]></surname>
<given-names><![CDATA[Y. B.]]></given-names>
</name>
<name>
<surname><![CDATA[Wei]]></surname>
<given-names><![CDATA[K. K.]]></given-names>
</name>
<name>
<surname><![CDATA[Zhang]]></surname>
<given-names><![CDATA[J. L]]></given-names>
</name>
</person-group>
<source><![CDATA[International Journal of Information Management]]></source>
<year>2010</year>
<volume>30</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>289-300</page-range></nlm-citation>
</ref>
<ref id="B18">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Customer perceived value: A substitute for satisfaction in business markets]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Eggert]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Ulaga]]></surname>
<given-names><![CDATA[W]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Business &amp; Industrial Marketing]]></source>
<year>2002</year>
<volume>17</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>107-18</page-range></nlm-citation>
</ref>
<ref id="B19">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Evaluating structural equation models with unobservable variables and measurement error]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Fornell]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Larcker]]></surname>
<given-names><![CDATA[D. F]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Marketing Research]]></source>
<year>1981</year>
<volume>18</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>39-50</page-range></nlm-citation>
</ref>
<ref id="B20">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[The American customer satisfaction index: Nature, purpose, and findings]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Fornell]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Johnson]]></surname>
<given-names><![CDATA[M. D.]]></given-names>
</name>
<name>
<surname><![CDATA[Anderson]]></surname>
<given-names><![CDATA[E. W.]]></given-names>
</name>
<name>
<surname><![CDATA[Cha]]></surname>
<given-names><![CDATA[J. S.]]></given-names>
</name>
<name>
<surname><![CDATA[Bryant]]></surname>
<given-names><![CDATA[B. E]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Marketing]]></source>
<year>1996</year>
<volume>60</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>7-18</page-range></nlm-citation>
</ref>
<ref id="B21">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Understanding the customer base of service providers: An examination of the differences between switchers and stayers]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ganesh]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Arnold]]></surname>
<given-names><![CDATA[M. J.]]></given-names>
</name>
<name>
<surname><![CDATA[Reynolds]]></surname>
<given-names><![CDATA[K. E]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Marketing]]></source>
<year>2000</year>
<volume>64</volume>
<page-range>65-87</page-range></nlm-citation>
</ref>
<ref id="B22">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Customer loyalty in e-commerce]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Gefen]]></surname>
<given-names><![CDATA[D]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of the Association for Information Systems]]></source>
<year>2002</year>
<volume>3</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>27-51</page-range></nlm-citation>
</ref>
<ref id="B23">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Trust and TAM in online shopping: An integrated model]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Gefen]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Karahanna]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Straub]]></surname>
<given-names><![CDATA[D. W]]></given-names>
</name>
</person-group>
<source><![CDATA[MIS Quarterly]]></source>
<year>2003</year>
<volume>27</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>51-90</page-range></nlm-citation>
</ref>
<ref id="B24">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hair]]></surname>
<given-names><![CDATA[J. E.]]></given-names>
</name>
<name>
<surname><![CDATA[Black]]></surname>
<given-names><![CDATA[W. C.]]></given-names>
</name>
<name>
<surname><![CDATA[Babin]]></surname>
<given-names><![CDATA[B. J.]]></given-names>
</name>
<name>
<surname><![CDATA[Anderson]]></surname>
<given-names><![CDATA[R. E.]]></given-names>
</name>
<name>
<surname><![CDATA[Tatham]]></surname>
<given-names><![CDATA[R. L]]></given-names>
</name>
</person-group>
<source><![CDATA[Multivariate data analysis]]></source>
<year>2006</year>
<publisher-loc><![CDATA[Upper Saddle River ]]></publisher-loc>
<publisher-name><![CDATA[Pearson Prentice Hall]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B25">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Customer repurchase intention: A general structural equation model]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hellier]]></surname>
<given-names><![CDATA[P. K.]]></given-names>
</name>
<name>
<surname><![CDATA[Geursen]]></surname>
<given-names><![CDATA[G. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Carr]]></surname>
<given-names><![CDATA[R. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Rickard]]></surname>
<given-names><![CDATA[J. A]]></given-names>
</name>
</person-group>
<source><![CDATA[European Journal of Marketing]]></source>
<year>2003</year>
<volume>37</volume>
<numero>11</numero>
<issue>11</issue>
<page-range>1762-800</page-range></nlm-citation>
</ref>
<ref id="B26">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hu]]></surname>
<given-names><![CDATA[L. T.]]></given-names>
</name>
<name>
<surname><![CDATA[Bentler]]></surname>
<given-names><![CDATA[P. M]]></given-names>
</name>
</person-group>
<source><![CDATA[Structural Equation Modeling]]></source>
<year>1999</year>
<volume>6</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>1-55</page-range></nlm-citation>
</ref>
<ref id="B27">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[The hierarchical structure of service quality: Integration of technical and functional quality]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Kang]]></surname>
<given-names><![CDATA[G. D]]></given-names>
</name>
</person-group>
<source><![CDATA[Managing Service Quality]]></source>
<year>2006</year>
<volume>16</volume>
<page-range>37-50</page-range></nlm-citation>
</ref>
<ref id="B28">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[How value and trust influence loyalty in wireless telecommunications industry]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Karjaluoto]]></surname>
<given-names><![CDATA[H.]]></given-names>
</name>
<name>
<surname><![CDATA[Jayawardhena]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Leppäniemi]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Pihlström]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
</person-group>
<source><![CDATA[Telecommunications Policy]]></source>
<year>2012</year>
<volume>36</volume>
<numero>8</numero>
<issue>8</issue>
<page-range>636-49</page-range></nlm-citation>
</ref>
<ref id="B29">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Kim]]></surname>
<given-names><![CDATA[M. K.]]></given-names>
</name>
<name>
<surname><![CDATA[Park]]></surname>
<given-names><![CDATA[M. C.]]></given-names>
</name>
<name>
<surname><![CDATA[Jeong]]></surname>
<given-names><![CDATA[D. H]]></given-names>
</name>
</person-group>
<source><![CDATA[Telecommunications Policy]]></source>
<year>2004</year>
<volume>28</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>145-59</page-range></nlm-citation>
</ref>
<ref id="B30">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Lam]]></surname>
<given-names><![CDATA[S. Y.]]></given-names>
</name>
<name>
<surname><![CDATA[Shankar]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Erramilli]]></surname>
<given-names><![CDATA[M. K.]]></given-names>
</name>
<name>
<surname><![CDATA[Murthy]]></surname>
<given-names><![CDATA[B]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of the Academy of Marketing Science]]></source>
<year>2004</year>
<volume>32</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>293-311</page-range></nlm-citation>
</ref>
<ref id="B31">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Information technology adoption behaviour life cycle: Toward a technology continuance theory (TCT)]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Liao]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Palvia]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Chen]]></surname>
<given-names><![CDATA[J. L]]></given-names>
</name>
</person-group>
<source><![CDATA[International Journal of Information Management]]></source>
<year>2009</year>
<volume>29</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>309-20</page-range></nlm-citation>
</ref>
<ref id="B32">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[An examination of the determinants of customer loyalty in mobile commerce contexts]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Lin]]></surname>
<given-names><![CDATA[H. H.]]></given-names>
</name>
<name>
<surname><![CDATA[Wang]]></surname>
<given-names><![CDATA[Y. S]]></given-names>
</name>
</person-group>
<source><![CDATA[Information &amp; Management]]></source>
<year>2006</year>
<volume>43</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>271-82</page-range></nlm-citation>
</ref>
<ref id="B33">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Luhmann]]></surname>
<given-names><![CDATA[N]]></given-names>
</name>
</person-group>
<source><![CDATA[Trust and power]]></source>
<year>1979</year>
<publisher-loc><![CDATA[London ]]></publisher-loc>
<publisher-name><![CDATA[Wiley]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B34">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Power analysis and determination of sample size for covariance structure modeling]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[MacCallum]]></surname>
<given-names><![CDATA[R. C.]]></given-names>
</name>
<name>
<surname><![CDATA[Browne]]></surname>
<given-names><![CDATA[M. W.]]></given-names>
</name>
<name>
<surname><![CDATA[Sugawara]]></surname>
<given-names><![CDATA[H. M]]></given-names>
</name>
</person-group>
<source><![CDATA[Psychological Methods]]></source>
<year>1996</year>
<volume>1</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>130-49</page-range></nlm-citation>
</ref>
<ref id="B35">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Marôco]]></surname>
<given-names><![CDATA[J]]></given-names>
</name>
</person-group>
<source><![CDATA[Análise de Equações Estruturais]]></source>
<year>2010</year>
<publisher-loc><![CDATA[Pêro Pinheiro ]]></publisher-loc>
<publisher-name><![CDATA[Report Number Lda]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B36">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Logistic service quality as a segment customised process]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Mentzer]]></surname>
<given-names><![CDATA[J. T]]></given-names>
</name>
<name>
<surname><![CDATA[Flint]]></surname>
<given-names><![CDATA[D. J]]></given-names>
</name>
<name>
<surname><![CDATA[Hult]]></surname>
<given-names><![CDATA[G. T]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Marketing]]></source>
<year>2001</year>
<volume>65</volume>
<page-range>82-104</page-range></nlm-citation>
</ref>
<ref id="B37">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Mittal]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Kamakura]]></surname>
<given-names><![CDATA[W. A]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Marketing Research]]></source>
<year>2001</year>
<volume>38</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>131-42</page-range></nlm-citation>
</ref>
<ref id="B38">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[The trust-commitment challenge in the service quality-loyalty relationship]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Moreira]]></surname>
<given-names><![CDATA[A. C.]]></given-names>
</name>
<name>
<surname><![CDATA[Silva]]></surname>
<given-names><![CDATA[P. M]]></given-names>
</name>
</person-group>
<source><![CDATA[International Journal of Health Care Quality Assurance]]></source>
<year>2015</year>
<volume>28</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>253-66</page-range></nlm-citation>
</ref>
<ref id="B39">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[The commitment-trust theory of relationship marketing]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Morgan]]></surname>
<given-names><![CDATA[R. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Hunt]]></surname>
<given-names><![CDATA[S. D]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Marketing]]></source>
<year>1994</year>
<volume>58</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>20-38</page-range></nlm-citation>
</ref>
<ref id="B40">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Brand experience in service organizations: exploring the individual effects of brand experience dimensions]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Nysveen]]></surname>
<given-names><![CDATA[H.]]></given-names>
</name>
<name>
<surname><![CDATA[Pedersen]]></surname>
<given-names><![CDATA[P. E.]]></given-names>
</name>
<name>
<surname><![CDATA[Skard]]></surname>
<given-names><![CDATA[S]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Brand Management]]></source>
<year>2013</year>
<volume>20</volume>
<numero>5</numero>
<issue>5</issue>
<page-range>404-23</page-range></nlm-citation>
</ref>
<ref id="B41">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[A cognitive model of the antecedents and consequences of satisfaction decisions]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Oliver]]></surname>
<given-names><![CDATA[R. L]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Marketing Research]]></source>
<year>1980</year>
<volume>17</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>460-9</page-range></nlm-citation>
</ref>
<ref id="B42">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Measurement and evaluation of satisfaction processes in retail settings]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Oliver]]></surname>
<given-names><![CDATA[R. L]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Retailing]]></source>
<year>1981</year>
<volume>57</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>25-48</page-range></nlm-citation>
</ref>
<ref id="B43">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Oliver]]></surname>
<given-names><![CDATA[R. L]]></given-names>
</name>
</person-group>
<source><![CDATA[Satisfaction: A behavioral perspective on the consumer]]></source>
<year>1997</year>
<publisher-loc><![CDATA[Boston ]]></publisher-loc>
<publisher-name><![CDATA[McGraw-Hill]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B44">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[SERVQUAL - a multiple-item scale for measuring consumer perceptions of service quality]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Parasuraman]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Berry]]></surname>
<given-names><![CDATA[L. L]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Retailing]]></source>
<year>1988</year>
<volume>64</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>12-40</page-range></nlm-citation>
</ref>
<ref id="B45">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Pine]]></surname>
<given-names><![CDATA[J. B.]]></given-names>
</name>
<name>
<surname><![CDATA[Gilmore]]></surname>
<given-names><![CDATA[J. B]]></given-names>
</name>
</person-group>
<source><![CDATA[The Experience Economy: Work is theatre and every business a stage]]></source>
<year>1999</year>
<publisher-loc><![CDATA[Cambridge ]]></publisher-loc>
<publisher-name><![CDATA[Harvard Business School Press]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B46">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ranaweera]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Prabhu]]></surname>
<given-names><![CDATA[J]]></given-names>
</name>
</person-group>
<source><![CDATA[International Journal of Service Industry Management]]></source>
<year>2003</year>
<volume>14</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>374-95</page-range></nlm-citation>
</ref>
<ref id="B47">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Reichheld]]></surname>
<given-names><![CDATA[F]]></given-names>
</name>
</person-group>
<source><![CDATA[The Loyalty Effect: The hidden force behind growth, profits, and lasting value]]></source>
<year>1996</year>
<publisher-loc><![CDATA[Boston ]]></publisher-loc>
<publisher-name><![CDATA[Harvard Business School Press]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B48">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[E-loyalty: Your secret weapon on the web]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Reichheld]]></surname>
<given-names><![CDATA[F. F.]]></given-names>
</name>
<name>
<surname><![CDATA[Schefter]]></surname>
<given-names><![CDATA[P]]></given-names>
</name>
</person-group>
<source><![CDATA[Harvard Business Review]]></source>
<year>2000</year>
<volume>78</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>105-13</page-range></nlm-citation>
</ref>
<ref id="B49">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Not so different after all: A cross-discipline view of trust]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Rousseau]]></surname>
<given-names><![CDATA[D. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Sitkin]]></surname>
<given-names><![CDATA[S. B.]]></given-names>
</name>
<name>
<surname><![CDATA[Burt]]></surname>
<given-names><![CDATA[R. S.]]></given-names>
</name>
<name>
<surname><![CDATA[Camerer]]></surname>
<given-names><![CDATA[C]]></given-names>
</name>
</person-group>
<source><![CDATA[Academy of Management Review]]></source>
<year>1998</year>
<volume>23</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>393-404</page-range></nlm-citation>
</ref>
<ref id="B50">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[The effects of brand experience and service quality on repurchase intention: The role of brand relationship quality]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Sahin]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Zehir]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Kitapçi]]></surname>
<given-names><![CDATA[H]]></given-names>
</name>
</person-group>
<source><![CDATA[African Journal of Business Management]]></source>
<year>2012</year>
<volume>6</volume>
<numero>45</numero>
<issue>45</issue>
<page-range>11190-201</page-range></nlm-citation>
</ref>
<ref id="B51">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Experiential Marketing]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Schmitt]]></surname>
<given-names><![CDATA[B]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Marketing Management]]></source>
<year>1999</year>
<volume>15</volume>
<page-range>53-67</page-range></nlm-citation>
</ref>
<ref id="B52">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Customer satisfaction and loyalty in online and offline environments]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Shankar]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Smith]]></surname>
<given-names><![CDATA[A. K.]]></given-names>
</name>
<name>
<surname><![CDATA[Rangaswamy]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
</person-group>
<source><![CDATA[International Journal of Research in Marketing]]></source>
<year>2003</year>
<volume>20</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>153-75</page-range></nlm-citation>
</ref>
<ref id="B53">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Forecasting customer switching intention in mobile service: An exploratory study of predictive factors in mobile number portability]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Shin]]></surname>
<given-names><![CDATA[D. H.]]></given-names>
</name>
<name>
<surname><![CDATA[Kim]]></surname>
<given-names><![CDATA[W. Y]]></given-names>
</name>
</person-group>
<source><![CDATA[Technological Forecasting and Social Change]]></source>
<year>2008</year>
<volume>75</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>854-74</page-range></nlm-citation>
</ref>
<ref id="B54">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[A reexamination of the determinants of consumer satisfaction]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Spreng]]></surname>
<given-names><![CDATA[R. A.]]></given-names>
</name>
<name>
<surname><![CDATA[MacKenzie]]></surname>
<given-names><![CDATA[S. B.]]></given-names>
</name>
<name>
<surname><![CDATA[Olshavsky]]></surname>
<given-names><![CDATA[R. W]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Marketing]]></source>
<year>1996</year>
<volume>60</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>15-32</page-range></nlm-citation>
</ref>
<ref id="B55">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Determinants of service quality and satisfaction in the auto casualty claims process]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Stafford]]></surname>
<given-names><![CDATA[M. R.]]></given-names>
</name>
<name>
<surname><![CDATA[Stafford]]></surname>
<given-names><![CDATA[T. F.]]></given-names>
</name>
<name>
<surname><![CDATA[Wells]]></surname>
<given-names><![CDATA[B. P]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Services Marketing]]></source>
<year>1998</year>
<volume>12</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>426-40</page-range></nlm-citation>
</ref>
<ref id="B56">
<nlm-citation citation-type="confpro">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Venetis]]></surname>
<given-names><![CDATA[K. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Ghauri]]></surname>
<given-names><![CDATA[P. N]]></given-names>
</name>
</person-group>
<source><![CDATA[The importance of service quality on customer retention: an empirical study of business service relationships]]></source>
<year>2000</year>
<conf-name><![CDATA[ Proceedings of the Marketing in a Global Economy Conference]]></conf-name>
<conf-loc>Buenos Aires </conf-loc>
<page-range>215-24</page-range></nlm-citation>
</ref>
<ref id="B57">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[An integrated framework for customer value and customer-relationship-management performance: A customer based perspective from China]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Wang]]></surname>
<given-names><![CDATA[Y.]]></given-names>
</name>
<name>
<surname><![CDATA[Lo]]></surname>
<given-names><![CDATA[H. P.]]></given-names>
</name>
<name>
<surname><![CDATA[Chi]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Yang]]></surname>
<given-names><![CDATA[Y]]></given-names>
</name>
</person-group>
<source><![CDATA[Managing Service Quality]]></source>
<year>2004</year>
<volume>14</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>169-82</page-range></nlm-citation>
</ref>
<ref id="B58">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Perceived service quality: Analyzing relationships among employees, customers, and financial performance]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Yoo]]></surname>
<given-names><![CDATA[D. K.]]></given-names>
</name>
<name>
<surname><![CDATA[Park]]></surname>
<given-names><![CDATA[J. A]]></given-names>
</name>
</person-group>
<source><![CDATA[International Journal of Quality &amp; Reliability Management]]></source>
<year>2007</year>
<volume>24</volume>
<numero>9</numero>
<issue>9</issue>
<page-range>908-26</page-range></nlm-citation>
</ref>
<ref id="B59">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Ensuring it consulting SERVQUAL and user satisfaction: A modified measurement tool]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Yoon]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Suh]]></surname>
<given-names><![CDATA[H]]></given-names>
</name>
</person-group>
<source><![CDATA[Information Systems Frontiers]]></source>
<year>2004</year>
<volume>6</volume>
<page-range>341-52</page-range></nlm-citation>
</ref>
<ref id="B60">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Using the brand experience scale to profile consumers and predict consumer behaviour]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Zarantonello]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
<name>
<surname><![CDATA[Schmitt]]></surname>
<given-names><![CDATA[B. H]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Brand Management]]></source>
<year>2010</year>
<volume>17</volume>
<page-range>532-40</page-range></nlm-citation>
</ref>
<ref id="B61">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[Consumer Perceptions of price, quality, and value - a means-end model and synthesis of evidence]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V. A]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Marketing]]></source>
<year>1988</year>
<volume>52</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>2-22</page-range></nlm-citation>
</ref>
<ref id="B62">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[The behavioral consequences of service quality]]></article-title>
<person-group person-group-type="author">
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Berry]]></surname>
<given-names><![CDATA[L. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Parasuraman]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
</person-group>
<source><![CDATA[Journal of Marketing]]></source>
<year>1996</year>
<volume>60</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>31-46</page-range></nlm-citation>
</ref>
</ref-list>
</back>
</article>
