BIBLIOGRAPHY

CONFERENCES AND SEMINARS Abu, N.K. (2004), Service Quality Dimensions: A Study on Various Sizes of Grocery Retailers - A conceptual paper, Proceeding of IBBC, pp 633-642. Anderson E.W. and Sullivan, M.W. (1990), Customer Satisfaction and Retention Across Firms, Presentation at the TIMS College of Marketing Special Interest Conference on Services Marketing. Nashville. TN. (September). Anuwichanont, J. and Rajabhat, S.D. (2010), Examining the Relationship between Commitment and Airline Loyalty and the Moderating Effect of Uncertainty Avoidance, 2010 EABR & ETLC Conference Proceedings Dublin, Ireland. Choi, B., Lee, C., Lee, H. and Subramani, M. (2004), Effects of Web Retail Service Quality and Product Categories on Consumer Behavior: A Research Model and Empirical Exploration, Proceedings of the 37th Annual Hawaii International Conference on System Sciences (HICSS04), Vol. 7, pp.70177. Das, A., Saha, G.C. and Banik, N.L. (2008), Retail Service Quality Scale: Examining Applicability in a Transition Economy, POMS 19th Annual Conference, La Jolla, California, U.S.A. Johnny, L.T.P. and Esther, T. P. Y. (2001), An Integrated Model of Service Loyalty, Academy of Business & Administrative Sciences, International Conferences, Brussels, Belgium Leen, J.Y.A., Ramayah, T., and Maruf, J.J. (2004), Validating a retail service quality instrument in apparel speciality stores, The Proceedings of the International Borneo Business Conference, The Impact of Contemporary Environment on Economics and Business, Kota Kinabalu, Malaysia. Miguel, P.A.C., Salomi, G.E. and Abackerli, A.J. (2006), Assessing Internal Service by measuring quality dimensions in a manufacturing company presented in Third International Conference on Production Research Americas Region 2006 (ICPR-AM06). Ndubisi, N. (2005), Customer loyalty and antecedents: A relational marketing approach, Allied Academies International Conference, Academy of Marketing Studies, Proceedings Vol. 10 No. 2, pp. 49-54. Siddiqi, K.O. (2010), Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh, International Trade & Academic Research Conference (ITARC) - London 2010

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Kinnear, P. & Gray, C. (2010), PASW 17 Statistics Made Simple, New York: Pyschology Press. Kotler, P. (1988), Marketing Management: Analysis, Planning, Implementation and Control , Prentice Hall of India, New Delhi. Kotler, P. & Armstrong, G. (2010), Principles of Marketing, 13th edn. London: Pearson. Koul, L. (2009), Methodology of Educational Research, Vikas Publishing House Pvt. Ltd. Kozhan, R. (2009), Financial Econometrics- with EViews, Ventus Publishing ApS, available at: www.bookboon.com Levy and Weitz (2005), Retailing Management, the 6th Edition, McGraw-Hill. Levy, M. & Weitz, B. (2009), Retailing Management, 7th edn. New York: McGraw-Hill Irwin. Malhotra, N. (2004), Marketing Research: An Applied Orientation , Prentice-Hall, Upper Saddle River, NJ. Malhotra, N.K. (1993), Marketing Research: An Applied Orientation . Englewood Cliffs: Prentice-Hall. Miller, D. (1991), Handbook of Research Design and Social Measurement , Sage Publications, London. Nunnally, J.C. (1978), Psychometric Theory, 2nd ed., McGraw-Hill Book Company, New York, NY. Ogden, J. & Ogden, D. (2005), Retailing: Integrated Retail Management, Boston: Houghton Mifflin Company. Pallant, J. (2007), SPSS Survival manual: A Step by Step Guide to Data Analysis using SPSS for Windows, 3rd edn. Berkshire: McGraw Hill: Open University Press. Rao, K.R.M. (2007), Services Marketing, Pearson Education, New Delhi. Robson, A., Pemberton, J. & McGrane, A. (2008), Business Research Analysis, Essex: Pearson Custom Publishing. Rust, R. T., Oliver, R. L. (1994), Service Quality: New Directions in Theory and Practice, CA: Sage, Thousand Oaks. Samli, A. C. (1989), Retail Marketing Strategy: Planning, Implementation, and Control , New York: Quorum Books. Saunders, M., Lewis, P. & Thornhill, A. (2007), Research Methods for Business students, 4th edn. London: Prentice Hall. Saunders, M., Lewis, P. & Thornhill, A. (2009), Research Methods for Business students, 5th edn. Essex: Pearson Education Limited. Srivastava, R. (2009), Managerial Economics: Principles and Worldwide Application , Oxford University Press.

Tabachnick, B. & Fidell, L. (2007), Using Multivariate Statistics, 5th edn. Boston: Pearson. Varley, R. & Rafiq, M. (2004), Principles of retail management, New York: Palgrave Macmillan. Vavra, T.G. (1995), Aftermarketing: How to Keep Customers for Life through Relationship Marketing, McGraw-Hill, New York, USA. Wiersema, Fred. (1998), Customer Intimacy, Harper Collins Business, London, UK. Wilson, A., Zeithaml, V., Binter, M. & Gremler, D. (2008), Service Marketing: Integrating Customer Focus Across the Firm, London: The McGraw-Hill Companies. Zeithaml, V., Bitner, M. & Gremler, D. (2009), Service Marketing: Integrating Customer Focus Across the Firm, 5th edn. Boston: McGraw International Edition. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations, Macmillan, London.

PUBLISHED Lehtinen, J. (1983), Customer oriented service system, working paper, Service Management Institute, Helsinki. Lehtinen, J.R. and Lehtinen, U. (1982), Service quality: a study of quality dimensions, unpublished Working Paper, Service Management Institute, Helsinki.

UNPUBLISHED THESIS WORK

Alonso, S. (2000) The antecedents and consequences of customer loyalty: The roles of customer satisfaction and consumer trust-commitment Unpublished Thesis for the degree of PhD, The University of Texas-Pan American.

Boenitz, D. J. (2001) Value measurement and its impact on business results Unpublished Thesis for the degree of MS, California State University. Choi, J. P. (2001) The influence of service quality on customer satisfaction and repurchase intentions at fitness clubs in South Korea Unpublished Thesis for the degree of PhD, The University of New Mexico.

Deyong, C. F. (1994) A methodology for linking customer satisfaction dimensions with process performance metrics Unpublished Thesis for the degree of PhD, Oklahoma State University.

Ellis, K. L.

(1995) The determinants of the nature and type of customer-salesperson

relationships in a retail setting: an empirical study Unpublished Thesis for the degree of PhD, The University of Alabama. Froehle, C. M. (2002) The influence of technology attributes on customer service perceptions in a computer-mediated environment Unpublished Thesis for the degree of PhD, The University of North Carolina at Chapel Hills. Giblon, C. B. (1994) Supplier Quality, Customer commitment and satisfaction and Market place performance (customer satisfaction) Unpublished Thesis for the degree of PhD, York University (Canada). Grossman, S. R. (1999) A study of the impact of feedback and follow up on service quality in a travel related company Unpublished Thesis for the degree of PhD, California School of Professional Psychology-Los Angeles. Hays, J. M. (2000) The impact of service guarantees on service quality, customer satisfaction/loyalty and firm performance Unpublished Thesis for the degree of PhD, University of Minnesota. Jasfar, F. (2001) Mediating effects of consumer trust, consumer commitment and customer satisfaction, in buyer-seller relationships: An investigation of auto service centres in Indonesia Unpublished Thesis for the degree of DBA, Nova Southeastern University. Kaushik, N. (2009) Customer Satisfaction in Indian Aviation Sector: An Analytical Study Unpublished Thesis for the degree of PhD, Maharshi Dayanand University, Rohtak. Kerlin, C. A. (2000) Measuring student satisfaction with the service processes of selected student educational support services at Everett Community College (Washington) Unpublished Thesis for the degree of EdD, Oregon State University. Kim, H. J. (2001) Impact of employee service orientation on service quality in the restaurant business Unpublished Thesis for the degree of PhD, Kansas State University. Maloles, C. M. III (1997) The determinants of customer retention Unpublished Thesis for the degree of PhD, City University of New York. Martinez, C. V. S. (2002) Relationship of organisational citizenship behaviors and customer orientation to service quality and customer satisfaction Unpublished Thesis for the degree of PhD, Tulane University. Oh, H. (1997) Structural assessment of the customer satisfaction and service quality models with lodging services: EDM, SERVQUAL and SERVPERF Unpublished Thesis for the degree of PhD, The Pennsylvania State University. Rapp, R. (1995) Customer Satisfaction through Service Quality Unpublished Thesis for the degree of DR, Universiteit Twente (The Netherlands).

Rushchano, K. (1997) The relationship between telephone service quality and customer satisfaction: A comparison of United States and Thai corporate consumers Unpublished Thesis for the degree of DBA, United States International University.

Tsikriktsis, N. (2000) Service Quality: profitability, learning and variation reduction. Three longitudinal investigations in the United States domestic airline industry Unpublished Thesis for the degree of DBA, Boston University.

Watson, A. P. (1999) Customer satisfaction, product quality, service quality and image: Findings in a commodity industry Unpublished Thesis for the degree of DBA, Nova Southeastern University.

Widzer, J. L. (2001) Customer retention of business travellers in airline industry Unpublished Thesis for the degree of PhD, United States International University. Yang, Z. (2001) Measuring e-service quality and its linkage to customer loyalty Unpublished Thesis for the degree of PhD, New Mexico State University. York, R. P. (1993) The impact of quality, satisfaction and value on service patronage: A comprehensive approach using Structural Equation Modeling (customer satisfaction) Unpublished Thesis for the degree of DBA, Mississippi State University.

Young, I. W. (2000) The effects of customer loyalty on profitability Unpublished Thesis for the degree of PhD, Saint Louis University.

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