Академический Документы
Профессиональный Документы
Культура Документы
AIKEN, L.S. y WEST, S.G. (1991) Multiple Regression: Testing and Interpreting
Interactions. Newbury Park California: Sage Publications, 1991.
ALLEN, D.R. y RAO, T.R. (2000) Analysis of Customer Satisfaction Data.
Milwaukee. Wisconsin: ASQ Quality Press, 2000. 243 p.
ANDERSON, E.W. y FORNELL, C. (1993) A Customer Satisfaction Research
Prospectus. En Service Quality in New Directions in Theory and
Practice, ed. Oliver R.L. y Rust R.T., Newbury Park, California: Sage,
1993. p. 23966.
ANDERSON, E.W. y MITTAL, V. (2000) Strengthening the SatisfactionProfit
Chain. Journal of Service Research, 2000 vol. 3 n 2. p. 107120.
ANDERSON, E.W. y SULLIVAN, M.W. (1993) The Antecedents and
Consequences of Customer Satisfaction for Firms. Marketing Science,
1993 vol. 12 (Primavera). p. 125143.
ANDREWS, F.M. (1984) Construct Validity and Error Components of Survey
Measurement: A Statistical Modelling Approach. Public Opinion
Quarterly, 1984. p. 404442.
BACHELET, D. (1992) Measuring Satisfaction on the Chain, the Tree and the
Nest. 45 ESOMAR Marketing Research Congress, 1992, 27 Sept - 1
Oct, Madrid. p. 229-258.
BATESON, J. y GREYSER, S. (1982) "The Effectiveness of the Knowledge
Generation and Diffusion Process in Marketing Some Considerations
and Empirical Findings". The London Business School, 1982. Paper n.
82/4.
BIGNE, J.; MOLIER, M.; VALLET, T. y SANCHEZ, J. (1997) "Un estudio
comparativo de los instrumentos de medicin de la calidad de los
servicios pblicos". Revista de investigacin de marketing, 1997. p 3353.
BIONG, H. (1993) "Satisfaction and Loyalty to Suppliers within the Grocery
Trade". European Journal of Marketing, 1993 vol. 27 n 7. p. 21-38.
BITNER, M.J. (1990) Evaluating Service Encounters: The Effects of Physical
Surroundings and Employee Responses. Journal of Marketing, 1990,
vol. 54 n 4. p. 6982.
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Bibliografa
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Bibliografa
HOWARD, J.A. y SHETH, J.N. (1969) The Theory of Buyer Behavior. New York:
Wiley, 1969.
HOWELL, R.A. y SOUCY S.R. (1990) Customer Profitability: As Critical as
Product Profitability, Management Accounting, 1990, Octubre. p. 4347.
HU, L. y BENTLER, P.M. (1995) Evaluating model fit En Structural equation
modeling, R. Hoyle ed., Sage Publications, 1995. p. 77-81.
HUNT, H.K. (1977) CS/D Overview and Future Research Directions. En Hunt
ed., Conceptualization and Measurement of Consumer Satisfaction and
Dissatisfaction. Cambridge: Marketing Science Institute, 1977. p. 455488.
HUNT, H.K. (1982) A 10 based on expectations but normatively a 3.6371. En
Day, R.L. y Hunt, H.K. eds., Proceedings of the 7th Annual Conference
INNIS, D.E. y LALONDE, B.J. (1994) "Customer Service: The Key to Customer
Satisfaction, Customer Loyalty, and Market Share", Journal of Business
Logistics, 1994 vol. 15 n. 1. p. 1-27
JACK, D. (2003) Irizar looks forward to a record year, Busride magazine,
2003 vol. 52 (Marzo).
JACKSON, J.E. (1991) A users guide to principal components. Ed. John Wiley
and Sons, 1991.
JOHNSON, M.D.; ANDERSON, E.W. y FORNELL, C. (1995) Rational and
Adaptive Performance Expectations in a Customer Satisfaction
Framework Journal of Consumer Research, 1995 vol. 21. p. 695707.
JOHNSON, M.D. y FORNELL, C. (1991) A Framework for Comparing Customer
Satisfaction across Individuals and Product Categories Journal of
Economic Psychology, 1991 vol. 12 n 6. p. 267286.
JOHNSON, M.D y GUSTAFSSON, A. (2000) Improving Customer Satisfaction,
Loyalty, and Profit. San Francisco: Jossey-Bass, 2000. 214 p.
JOLLIFE, I.T. (1986) Principle component analysis. Ed. Springer-Verlag, 1986,
p. 93.
JONES, T.O. y SASSER, W.E. (1995) Why Satisfied Customers Defect.
Harvard Business Review, 1995 Noviembre-Diciembre. p. 88-99.
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170
Bibliografa
OLIVA, T.A.; OLIVER, R.L. y BEARDEN, W.O. (1995) The Relationships among
consumer satisfaction involvement, and product performance: A
catastrophe theory application, Behavioural Science, 1995 vol. 40 n 2.
p. 104132.
OLIVER, R.L. (1980) A cognitive model of the antecedents and consequences
of satisfaction decision. Joumal of Marketing Research, 1980 vol. 17. p.
460-469.
OLIVER, R.L. (1981) Measurement and evaluation of the satisfaction process
in retail settings. Joumal of Retailing, 1981 vol. 57. p. 25-48.
OLIVER, R.L. (1997) Satisfaction: A Behavioural Perspective on the Customer.
Nueva York: McGraw-Hill, 1997.
OSTROM, A. y IACOBUCCI, D. (1995) Consumer Trade-Offs and the
Evaluation of Services, Journal of Marketing, 1995 vol. 59. p. 1728.
PARASURAMAN, A.; BERRY, L.L. y ZEITHAML, V.A. (1991) Understanding
Customer Expectations of Service. Sloan Management Review, 1991
vol. 32, Primavera.
PARASURAMAN, A.; ZEITHAML, V.A. y BERRY, L.L. (1985) A Conceptual
Model of Service Quality and its Implications for Future Research.
Journal of Marketing, 1985 vol. 49 n 4, Otoo. p. 44.
PARASURAMAN, A.; ZEITHAML, V.A. y BERRY, L.L. (1988) SERVQUAL: A
Multiple-Item Scale for Measuring Consumer Perceptions of Service
Quality, Journal of Retailing, 1988 vol. 64 n 1. p. 1240.
PARASURAMAN, A.; ZEITHAML, V.A. y BERRY, L.L. (1991) Refinement and
reassessment of the Servqual scale. Journal of Retailing, 1991 vol. 67
n 4. p. 420-450.
PETERSON, R.A. y WILSON, W.R. (1991) Measuring Customer Satisfaction:
Fact and Artefact Journal of the Academy of Marketing Science, 1992
vol. 20. p. 6171.
PORTER, M.E. (1980) Competitive Strategy, New York: The Free Press, 1980.
REICHHELD, F.F. y SASSER, W.E. (1990) "Zero Defections: Quality Comes to
Services", Harvard Business Review, 1990 Septiembre-Octubre. p. 105111.
REICHHELD, F.F. y TEAL T. (1996) The Loyalty Effect: The Hidden Force
Behind Growth, Profits, and Lasting Value. Boston, Massachusetts:
Harvard Business School Press, 1996 p. 45.
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Bibliografa
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