Abdul-MuhminA.G. (2005) Instrumental and interpersonal determinants of relationship satisfaction and commitment in industrial markets.Journal of Business Research, 58, 5, pp. 619–628.
2.
AdamsonI., ChanK., & HandfordD. (2003) Relationship marketing: customer commitment and trust as a strategy for the smaller Hong Kong corporate banking sector.International Journal of Bank Marketing, 21, 6/7, pp. 347–358.
3.
AndersonJ.C., & NarusJ.A. (1990) A model of distributor firm and manufacturer firm working partnerships.Journal of Marketing, 54, 1, pp. 42–58.
4.
AshnaiB., SmirnovaM., KouchtchS., YuQ., BarnesB.R., & NaudéP. (2009) Assessing relationship quality in four business-to-business markets.Marketing Intelligence & Planning, 27, 1, pp. 86–102.
5.
BallantyneD. (1996) Getting your way in business.Asia-Australia Marketing Journal, 4, 1, pp. 3–6.
6.
BarryJ.M., DionP., & JohnsonW. (2008) A cross-cultural examination of relationship strength in B2B services.Journal of Services Marketing, 22, 2, pp. 114–135.
7.
BauerH.H., GretherM., & LeachM. (2002) Building customer relations over the internet.Industrial Marketing Management, 31, 2, pp. 155–163.
8.
BerryL.L. (1983) Relationship marketing. In: BerryL.L., ShostackG.L., & UpahG. (eds) Emerging Perspectives on Services Marketing.Chicago: American Marketing Association, pp. 25–28.
9.
BerryL.L. (1995) Relationship marketing of services – growing interest, emerging perspectives.Journal of the Academy of Marketing Science, 23, 4, pp. 236–245.
10.
BurnhamT.A., FrelsJ.K., & MahajanV. (2003) Consumer switching costs: a typology, antecedents, and consequences.Journal of the Academy of Marketing Science, 31, 2, pp. 109–121.
11.
ChenZ.X., ShiY., & DongD.-H. (2008) An empirical study of relationship quality in a service setting: a Chinese case.Marketing Intelligence & Planning, 26, 1, pp. 11–25.
12.
ChiuH.-C., HsiehY.-C., LiY.-C., & LeeM. (2005) Relationship marketing and consumer switching behaviour.Journal of Business Research, 58, 12, pp. 1681–1689.
13.
CooteL.V., ForrestE.J., & TamT.W. (2003) An investigation into commitment in non-Western industrial marketing relationships.Industrial Marketing Management, 32, 7, pp. 595–604.
14.
CooteL.V., PriceE., & AckfeldtA.-L. (2004) An investigation into the antecedents of goal congruence in retail-service settings.Journal of Services Marketing, 18, 7, pp. 547–559.
15.
CyrD., HassaneinK., HeadM., & IvanovA. (2007) The role of social presence in establishing loyalty in e-service environments.Interacting with Computers, 19, 1, pp. 43–56.
16.
DabholkarP.A., van DolenW.M., & de RuyterK. (2009) A dual-sequence framework for B2C relationship formation: moderating effects of employee communication style in online group chat.Psychology & Marketing, 26, 2, pp. 145–174.
17.
DanaherP.J., ConroyD.M., & McColl-KennedyJ.R. (2008) Who wants a relationship anyway?Journal of Service Research, 11, 1, pp. 43–62.
18.
Delerue-VidotH. (2006) Opportunism and unilateral commitment: the moderating effect of relational capital.Management Decision, 44, 6, pp. 737–751.
19.
De RuyterK., & WetzelsM. (1999) Commitment in auditor–client relationships: antecedents and consequences.Accounting, Organizations and Society, 24, 1, pp. 57–75.
20.
De WulfK., & Odekerken-SchröderG. (2000) The influence of seller relationship orientation and buyer relationship proneness on trust, commitment, and behavioural loyalty in a consumer environment. Working paper, University of Ghent, Belgium.
21.
DoneyP.M., BarryJ.M., & AbrattR. (2007) Trust determinants and outcomes in global B2B services.European Journal of Marketing, 41, 9/10, pp. 1096–1116.
22.
EisingerichA.B., & BellS.J. (2007) Maintaining customer relationships in high credence services.Journal of Services Marketing, 21, 4, pp. 253–262.
23.
FamK.-M., & WallerD.S. (2008) Agency–client factors across life-cycle stages.Journal of Relationship Marketing, 7, 2, pp. 217–236.
24.
FarquharJ.D. (2004) Customer retention in retail financial services: an employee perspective.International Journal of Bank Marketing, 22, 2, pp. 86–99.
25.
GaoT., SirgyM.J., & BirdM.M. (2005) Reducing buyer decision-making uncertainty in organizational purchasing: can supplier trust, commitment, and dependence help?Journal of Business Research, 58, 4, pp. 397–405.
26.
GarbarinoE., & JohnsonM.S. (1999) The different roles of satisfaction, trust and commitment in customer relationships.Journal of Marketing, 63, 2, pp. 70–87.
27.
GilbertD.C., & ChoiK.C. (2003) Relationship marketing practice in relation to different bank ownerships: a study of banks in Hong Kong.International Journal of Bank Marketing, 21, 3, pp. 137–146.
28.
GoffinK., LemkeF., & SzwejczewskiM. (2006) An exploratory study of ‘close’ supplier–manufacturer relationships.Journal of Operations Management, 24, 2, pp. 189–209.
29.
GoodmanL.E., & DionP.A. (2001) The determinants of commitment in the distributor–manufacturer relationship.Industrial Marketing Management, 30, 3, pp. 287–300.
30.
GounarisS.P. (2005) Trust and commitment influences on customer retention: insights from business-to-business services.Journal of Business Research, 58, 2, pp. 126–140.
31.
GrönroosC. (1994). From marketing mix to relationship marketing: towards a paradigm shift in marketing.Management Decision, 32, 2, pp. 4–20.
32.
GummessonE. (1997) Relationship marketing as a paradigm shift: some conclusions from the 30R approach.Management Decision, 35, 3/4, pp. 267–272.
33.
HarkerM.J. (1999) Relationship marketing defined? An examination of current relationship marketing definitions.Marketing Intelligence & Planning, 17, 1, pp. 13–20.
34.
HarkerM.J., & EganJ. (2006) The past, present and future of relationship marketing.Journal of Marketing Management, 22, 1/2, pp. 215–242.
35.
HeffernanT., O'NeillG., TravaglioneT., & DroulersM. (2008) Relationship marketing: the impact of emotional intelligence and trust on bank performance.International Journal of Bank Marketing, 26, 3, pp. 183–199.
36.
HuntS.D., & NevinJ.R. (1974) Power in a channel of distribution: sources and consequences.Journal of Marketing Research, 11, 2, pp. 186–193.
37.
LaceyR., & MorganR.M. (2007) Committed customers as strategic marketing resources.Journal of Relationship Marketing, 6, 2, pp. 51–65.
38.
LagesL.F., LancastreA., & LagesC. (2008) The B2B-RELPERF scale and scorecard: bringing relationship marketing theory into business-to-business practice.Industrial Marketing Management, 37, 6, pp. 686–697.
39.
LaiV.S., TruebloodR.P., & WongB.K. (1999) Software selection: a case study of the application of the analytical hierarchical process to the selection of a multimedia authoring system.Information & Management, 36, 4, pp. 221–232.
40.
LeeK. (2002) A key to marketing financial services: the right mix of products, services, channels and customers.Journal of Services Marketing, 16, 3, pp. 238–258.
41.
LeeT., & JunJ. (2007) Contextual perceived value? Investigating the role of contextual marketing for customer relationship management in a mobile commerce context.Business Process Management, 13, 6, pp. 798–814.
42.
LeisenB., & HymanM.R. (2004) Antecedents and consequences of trust in a service provider. The case of primary care physicians.Journal of Business Research, 57, 9, pp. 990–999.
43.
LiangC.-J., & WangW.-H. (2006) The behavioural sequence of the financial services industry in Taiwan: service quality, relationship quality and behavioural loyalty.Services Industries Journal, 26, 2, pp. 119–145.
44.
LiangC.-J., WangW.-H., & FarquharJ.D. (2009) The influence of customer perceptions on financial performance in financial services.International Journal of Bank Marketing, 27, 2, pp. 129–149.
45.
MacintoshG. (2009) Examining the antecedents of trust and rapport in services: discovering new interrelationships.Journal of Retailing and Consumer Services, 16, 4, pp. 298–305.
46.
MasseyG.R., & DawesP.L. (2007) Personal characteristics, trust, conflict, and effectiveness in marketing/sales working relationships.European Journal of Marketing, 41, 9/10, pp. 1117–1145.
47.
MedlinC.J., AurifeilleJ.-M., & QuesterP.G. (2005) A collaborative interest model of relational coordination and empirical results.Journal of Business Research, 58, 2, pp. 214–222.
48.
MohrJ., FisherR.J., & NevinJ.R. (1996) Collaborative communication in interfirm relationships: moderating effects of integration and control.Journal of Marketing, 60, 3, pp. 103–115.
49.
MöllerK., & HalinenA. (2000) Relationship marketing theory: its roots and direction.Journal of Marketing Management, 16, 1-3, pp. 29–54.
50.
MoormanC., DeshpandéR., & ZaltmanG. (1993) Factors affecting trust in market research relationships.Journal of Marketing, 57, 1, pp. 81–101.
51.
MoormanC., ZaltmanG., & DeshpandéR. (1992) Relationships between providers and users of market research: the dynamics of trust within and between organizations.Journal of Marketing Research, 29, 3, pp. 314–328.
52.
MorganR.M., & HuntS.D. (1994) The commitment-trust theory of relationship marketing.Journal of Marketing, 58, 3, pp. 20–38.
53.
NdubisiN.O. (2006) A structural equation modelling of the antecedents of relationship quality in the Malaysia banking sector.Journal of Financial Services Marketing, 11, 2, pp. 131–141.
54.
N'GoalaG. (2007) Customer switching resistance (CSR).International Journal of Service Industry Management, 18, 5, pp. 510–533.
55.
NoordewierT.G., JohnG., & NevinJ.R. (1990) Performance outcomes of purchasing arrangements in industrial buyer–vendor relationships.Journal of Marketing, 54, 4, pp. 80–93.
56.
O'LoughlinD., SzmiginI., & TurnbullP. (2004) From relationships to experiences in retail financial services.International Journal of Bank Marketing, 22, 7, pp. 522–539.
57.
OrthU.R., & GreenM.T. (2009) Consumer loyalty to family versus non-family business: the roles of store image, trust and satisfaction.Journal of Retailing and Consumer Services, 16, 4, pp. 248–259.
58.
PalviaP. (2009) The role of trust in e-commerce relational exchange: a unified model.Information & Management, 46, 4, pp. 213–220.
59.
PayanJ.M. (2007) A review and delineation of cooperation and coordination in marketing channels.European Business Review, 19, 3, pp. 216–233.
60.
PayneA., & FrowP. (2005) A strategic framework for customer relationship management.Journal of Marketing, 69, 4, pp. 167–176.
61.
PayneA., BallantyneD., & ChristopherM. (2006) A stakeholder approach to relationship marketing strategy: the development and use of the ‘six markets’ model.European Journal of Marketing, 29, 7/8, pp. 855–871.
62.
PerryC., CavayeA., & CooteL. (2002) Technical and social bonds within business-to-business relationships.Journal of Business & Industrial Marketing, 17, 1, pp. 75–88.
63.
RajaobelinaL., & BergeronJ. (2009) Antecedents and consequences of buyer–seller relationship quality in the financial services industry.International Journal of Bank Marketing, 27, 5, pp. 359–380.
64.
RazzaqueM.A., & BoonT.G. (2003) Effects of dependence and trust on channel satisfaction, commitment and cooperation.Journal of Business-to-Business Marketing, 10, 4, pp. 23–45.
65.
SaatyT.L. (1990) An exposition of the AHP, in reply to the paper ‘Remarks on the analytic hierarchy process’.Management Science, 36, 3, pp. 259–268.
66.
SelnesF. (1998) Antecedents and consequences of trust and satisfaction in buyer–seller relationships.European Journal of Marketing, 32, 3/4, pp. 305–322.
67.
SharmaA. (2007) The metrics of relationships: measuring satisfaction, loyalty and profitability of relational customers.Journal of Relationship Marketing, 6, 2, pp. 33–50.
68.
SharmaN., & PattersonP.G. (2000) Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional consumer services.International Journal of Service Industry Management, 11, 5, pp. 470–490.
69.
ShekharV., & GuptaN. (2008) Customers' perspectives on relationship marketing in financial service industry.Icfaian Journal of Management Research, 7, 9, pp. 68–79.
70.
ShethJ.N., & ParvatiyarA. (1995) The evolution of relationship marketing, International Business Review, 4, 4, pp. 397–418.
71.
SichtmannC. (2007) An analysis of antecedents and consequences of trust in a corporate brand.European Journal of Marketing, 41, 9/10, pp. 999–1015.
72.
SinL.Y.M., TseA.C.B., YauO.H.M., ChowR.P.M., LeeJ.S.Y., & LauL.B.Y. (2005) Relationship marketing orientation: scale development and cross-cultural validation.Journal of Business Research, 58, 2, pp. 185–194.
73.
SoureliM., LewisB.R., & KarantinouK.M. (2008) Factors that affect consumers' cross-buying intention: a model for financial services.Journal of Financial Services Marketing, 13, 1, pp. 5–16.
74.
SweeneyJ.C., & WebbD.A. (2007) How functional, psychological, and social relationship benefits influence individual and firm commitment to the relationship.Journal of Business & Industrial Marketing, 22, 7, pp. 474–488.
75.
TellefsenT., & ThomasG.P. (2005) The antecedents and consequences of organizational and personal commitment in business service relationships.Industrial Marketing Management, 34, 1, pp. 23–37.
76.
TriantaphyllouE. (2000) Multi-Criteria Decision Making Methods: A Comparative Study.Dordrecht: Kluwer Academic Publishers.
77.
VatanasombutB., IgbariaM., StylianouA.C., & RodgersW. (2008) Information systems continuance intention of web-based applications customers: the case of online banking.Information & Management, 45, 7, pp. 419–428.
78.
WebsterF.E. (1992) The changing role of marketing in the corporation.Journal of Marketing, 56, 4, pp. 1–17.
79.
WilsonD.T. (1995) An integrated model of buyer-seller relationships.Journal of the Academy of Marketing Science, 23, 4, pp. 335–345.
80.
XuY., GoedegebuureR., & van der HeijdenB. (2006) Customer perception, customer satisfaction, and customer loyalty within Chinese securities business: towards a mediation model for predicting customer behavior.Journal of Relationship Marketing, 5, 4, pp. 79–104.