Aksoy S., Atılgan E., Akıncı S., 2003, Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint, Journal of Air Transport Management, no 6.
Amine A., 1998, Consumers’ true brand loyalty: The central role of commitment, Journal of Strategic Marketing, no. 4.
Anderson E.W., 1996, Customer satisfaction and price tolerance, Marketing Letters, no. 3.
Auh S., Shih C., 2005, The relative effects of relationship quality and exchange satisfaction on consumer loyalty, Journal of Business-to-Business Marketing, no. 2.
Bennett R., Härtel C.E.J., McColl-Kennedy J.R., 2005, Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314R, Industrial Marketing Management, no. 1.
Bloemer J., de Ruyter K., Wetzels M., 1999, Linking perceived service quality and service loyalty: A multi-dimensional perspective, European Journal of Marketing, no. 11/12.
Bougie R., Pieters R., Zeelenberg M., 2003, Angry customers don’t come back – they get back: The experience and behavioral ımplications of anger and dissatisfaction in services, Journal of the Academy of Marketing Science, no. 4.
Brennan D.R., Turnbull P.W., Wilson D.T., 2003, Dyadic adaptation in business-to-business markets, European Journal of Marketing, no. 11/12.
DeWitt T., Nguyen D.T., Marshall R., 2008, Exploring customer loyalty following service recovery: The mediating effects of trust and emotions, Journal of Service Research, no. 3.
Dick A.S., Basu K., 1994, Customer loyalty: Toward an integrated conceptual framework, Journal of the Academy of Marketing Science, no. 22.
Eggert A., Ulaga W., 2002, Customer perceived value: A substitute for satisfaction in business markets? Journal of Business and Industrial Marketing, no. 2/3.
Fiol L.J.F., Alcaniz E.B., Tena M.A.M., Garcia J.S., 2009, Customer loyalty in clusters: Perceived value and satisfaction as antecedents, Journal of Business-to-Business Marketing, no. 16.
Frazier G.L., Gill J.D., Kale S.H., 1989, Dealer dependence levels and reciprocal actions in a channel of distribution in a developing country, Journal of Marketing, no. 53.
Grönholdt L., Martensen A., Kristensen K., 2000, The relationship between customer satisfaction and loyalty: Cross-industry differences, Total Quality Management, no. 11.
Homburg C., Koschate N., Hoyer W.D., 2005, Do satisfied customers really pay more? A study of the relationship between customer satisfaction and willingness to pay, Journal of Marketing, no. 69.
Huber F., Herrmann A., Wricke M., 2001, Customer satisfaction as an antecedent of price acceptance: Results of an empirical study, Journal of Product & Brand Management, no. 3.
Hyun S.S., 2010, Predictors of relationship quality and loyalty in the chain restaurant industry, Cornell Hospitality Quarterly, no. 2.
Keh H.T., Xie Y., 2009, Corporate reputation and customer behavioral intentions: The roles of trust, identification and commitment, Industrial marketing management, no. 7.
Kim M., Vogt C.A., Knutson B.J., 2015, Relationships among customer satisfaction, delight, and loyalty in the hospitality industry, Journal of Hospitality & Tourism Research, no. 2.
Kim W., Ok C., 2009, The effects of relational benefits on customers’ perception of favorable inequity, affective commitment, and repurchase intention in full-service restaurants, Journal of Hospitality & Tourism Research, no. 2.
Lai I.K.W., 2015, The roles of value, satisfaction, and commitment in the effect of service quality on customer loyalty in Hong Kong-style tea restaurants, Cornell Hospitality Quarterly, no. 1.
Lee Y.W., Bellman S., 2008, An augmented model of customer loyalty for organızational purchasing of financial services, Journal of Business-to-Business Marketing, no. 3.
Löfgren M., Witell L., Gustafsson A., 2008, Customer satisfaction in the first and second moments of truth, Journal of Product & Brand Management, no. 7.
Liang C.J., Wang W.H., 2006, The behavioural sequence of the financial services industry in Taiwan: Service quality, relationship quality and behavioural loyalty, The Service Industries Journal, no. 2.
Martín-Consuegra D., Molina A., Esteban Á., 2007, An integrated model of price, satisfaction and loyalty: An empirical analysis in the service sector, Journal of Product & Brand Management, no. 7.
Mattila A., Wirtz J., 2000, The role of preconsumption affect in postpurchase evaluation of services, Psychology and Marketing, no. 7.
McMullan R., 2005, A multiple-item scale for measuring customer loyalty development, Journal of Services Marketing, no. 7.
Nijssen E., Singh J., Sirdeshmunkh D., Holzmüeller H., 2003, Investigating industry context effects in consumer–firm relationships: Preliminary results from a dispositional approach, Journal of the Academy of Marketing Science, no. 1.
Nunnally J.C., 1978, Psychometric theory, McGraw-Hill, New York.
Oliver R.L., 1980, A cognitive model of the antecedents and consequences of satisfaction decisions, Journal of Marketing Research, no. 17.
Oliver R.L., 1997, Satisfaction: A behavioral perspective on the consumer, McGraw-Hill, New York.
Özdemir M., Koçak A., 2002, İlişkisel pazarlama çerçevesinde marka sadakatinin oluşumu, Ankara Üniversitesi SBF Dergisi, no. 2.
Özer L., Ergeneli A., Hamidli V., 2010, Satınalma sonrası tatminsizlik durumundaki tepkiler: Türkiye ve Azerbaycan’da bir araştırma, Anatolia: Turizm Araştırmaları Dergisi, no. 1.
Özgüven N., 2008, Hizmet pazarlamasında müşteri memnuniyeti ve ulaştırma sektörü üzerinde bir uygulama, Ege Akademik Bakış, no. 2.
Reichheld F.F., 1993, Loyalty and the renaissance of marketing, Marketing Management, no. 4.
Reichheld F.F., 1996, The loyalty effect: The hidden force behind growth, profits, and lasting value, Harvard Business School Press, Boston.
Reichheld F.F., 2003, The one number you need to grow, Harvard Business Review, no. 6.
Rossomme J., 2003, Customer satisfaction measurement in a business-to-business context: A conceptual framework, The Journal of Business & Industrial Marketing, no. 2/3.
Rundle-Thiele S., 2005, Exploring loyal qualities: Assessing survey-based loyalty measures, Journal of Services Marketing, no. 7.
Rundle-Thiele S., Mackay M.M., 2001, Assessing the performance of brand loyalty measures, Journal of Services Marketing, no. 7.
Sanchez J.A.L., Vijande M.L.S., Gutierrez J.A.T., 2012, Value-creating functions, satisfaction and loyalty, Quality and Quantity, no. 46.
Shao A.T., 2002, Marketing research: An aid to decision making, Cincinnati, Thomson-Southwestern.
Singh J., 1988, Consumer complaint intentions and behavior: Definitional and taxonomical issues, Journal of Marketing, no. 52.
Spreng R.A., Shi L.H., Page T.J., 2009, Service quality and satisfaction in business-to-business services, Journal of Business & Industrial Marketing, no. 8.
Tax S.S., Brown S.W., 1998, Recovering and learning from service failure, Sloan Management Review, no. 1.
Topuz Y.V., Çambaşı İ., 2014, Asgari ücretli tüketicilerin fiyat ve fiyat-kalite algısı: cep telefonu ürünleri üzerine bir araştırma, Niğde Üniversitesi İİBF Dergisi, no. 1.
Wirtz J., Mattila A.S., Tan R.L.P., 2000, The moderating role of target-arousal on the impact of affect on satisfaction: An examination in the context of service experiences, Journal of Retailing, no. 3.
Yi Y., La S., 2004, What influences the relationship between customer satisfaction and repurchase, Psychology & Marketing, no. 21.
Zeithaml V.A., Berry L.L., Parasuraman A., 1996, The behavioral consequences of service quality, Journal of Marketing, no. 60.
Zeng F., Yang Z., Li Y., Fam K., 2011, Small business industrial buyers’ price sensitivity: Do service quality dimensions matter in business markets? Industrial Marketing Management, no. 3.