Page 37 - IMDR JOURNAL 2023-24

IMDR’s Journal of Management Development & Research 2023-24

Bassi, F. &. (2022). Measuring Customer Satisfaction: From Product Performance to Consumption
Experience. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 19, 76-88.

Blasco-Arcas, L. H.-O.-M. (2016). Engagement platforms: The role of emotions in fostering customer
engagement and brand image in interactive media". Journal of Service Theory and Practice, 559-589.

Bowen, J. A. (2001). "The relationship between customer loyalty and customer satisfaction". International

Journal of Contemporary Hospitality Management, 2013-17.
Dennis Herhausen, K. K. (2019). Loyalty Formation for Different Customer Journey Segments. Journal of

Retailing, 9-29.t
DeVellis, R. (2021). Scale Development: Theory and Applications, Sage Publication.

Dhruv Grewal, M. L. (2009). Customer Experience Management in Retailing: An Organizing Framework.

Journal of Retailing,
Dr, S. B. (2019). Customer preferences for different service quality dimensions in selected e-commerce

websites in India. Journal of Management, 06-12.
Duffy, D. (1998). "Customer loyalty strategies". Journal of Consumer Marketing, 435-448.

Eunju, K. (2016). Customer social participation in social networking services and its impact upon the customer
equity of global fashion brands. Journal of Business Research, 69-88.

Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of

Marketing, 6-21.
Grewal, D. R. (2016). Roles of retailer tactics and customer-specific factors in shopper marketing: Substantive,

methodological, and conceptual issues. Journal of Business Research, 69, 1009-1013.
Heskett, J. (2002). "Beyond customer loyalty". Managing Service Quality: An International Journal, 355-357.

Hoogland, J. &. (1998). Robustness studies in covariance structure modeling: An overview and a meta-

analysis. Sociological Methods and Research, 329-367.
Jaap, B. A. (2010). "The effect of product type on consumer preferences for website content elements: An

empirical study. Journal of ComputerMediated Communication, 1-12.
Kiousis, S. (2002). Interactivity: a concept explication. New Media & Society, 355-383.

Kline. (2005). Principles and practices of structure equation modeling. New York: Guilford.

Kotler, P. (2000). Marketing Management. Millennium Edition, Prentice-Hall.
Krejcie, R. V. (1970). Determining sample size for research activities, Educational and Psychological

Measurement, 30(3), 607-610.
Lee, C. (2016). An Examination of The Quality and Context-Specific Applicability of Commonly Used

Customer Satisfaction Measures. Journal of Service Research, 667-682.

Lin, C. (2011). The critical factors impact online customer satisfaction. Procedia computer science, (pp. 276-
281).