Documente Academic
Documente Profesional
Documente Cultură
A . Books
B. Journals
Khalifa, Mohamed, and Liu, Vanessa (2002)Satisfaction with InternetBased Services: the Role of Expectations and Desires International
Journal of Electronic Commerce
Yang, Z., & Peterson, R.T. (2004) Customer satisfaction, perceived value,
and loyalty: The role of switching costs Psychology & Marketing, 21(10),
799822.
Yuen, FT & Chan, SSL (2010) The effect of retail service quality and
product quality on Customer Loyalty, Journal of data base marketing and
customer strategy management, Vol 17, 222-240
C. Online Resources
Cooperative Grocer
http://www.cooperativegrocer.coop/articles/2013-04-11/grow-your-co-op
Domingo, Rene T. (2013) Consistency in Service Quality
http://www.rtdonline.com/BMA/CSM/9.html
Domingo, Rene (2011) The Seven Deadly Sins of Customer Service
http://www.rtdonline.com/BMA/CSM/2.html
International Cooperative Alliance http://www.ica.coop
KMPG Banking Industry Customer Satisfaction Survey (2012)
https://www.kpmg.com
Yuen, FT & Chan, SSL (2010) The effect of retail service quality and
product quality on Customer Loyalty, Journal of data base marketing and
customer strategy management, Vol 17, 222-240