How to cite this paper
Khraiwish, A., Al-Gasawneh, J., Joudeh, J., Nusairat, N & Alabdi, Y. (2022). The differential impacts of customer commitment dimensions on loyalty in the banking sector in Jordan: Moderating the effect of e-service quality.International Journal of Data and Network Science, 6(2), 315-324.
Refrences
Afsar, B., Rehman, Z. U., & Shahjehan, A. (2010). Determinants of customer loyalty in the banking sector: The case of Pakistan. African Journal of Business Management, 4(6), 1040-1047.
Ajzen, I., & Fishbein, M. (1980). Understanding Attitudes and Predicting Social Behavior. United States: Prentice-Hall.
Ajzen, I. (1980). Understanding attitudes and predicting social behavior. Englewood Cliffs.
Al-Adamat, A., Al-Gasawneh, J., & Al-Adamat, O. (2020). The impact of moral intelligence on green purchase inten-tion. Management Science Letters, 10(9), 2063-2070.
Al-dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The impact of e-service quality and e-loyalty on online shopping: moderating effect of e-satisfaction and e-trust. International Journal of Mar-keting Studies, 9(2), 92-103.
Al-Gasawneh, J. A., & Al-Adamat, A. M. (2020). The relationship between perceived destination image, social media in-teraction and travel intentions relating to Neom city. Academy of Strategic Management Journal, 19(2), 1-12.
Al-Gasawneh, J. A., Anuar, M. M., Dacko-Pikiewicz, Z., & Saputra, J. (2021). The impact of customer relationship man-agement dimensions on service quality. Polish Journal of Management Studies, 23(2), 24-44.
Al-Gasawneh, J., Al-Wadi, M., Al-Wadi, B., Alown, B., & Nuseirat, N. (2020). The Interaction Effect of Comprehensive-ness Between Social Media and Online Purchasing Intention in Jordanian Pharmacies. International Association of Online Engineering, Retrieved October 13, 2020 from https://www.learntechlib.org/p/217794/
Alghasawneh, L. A. S., Akhorshaideh, A. H., Alharafsheh, M., Ghasawneh, A., Al-Gasawneh, J. A., & Al-Hadid, A. Y. (2021). Determinants of Supply Chain Management Practices in Jordanian Pharmaceutical Firms. Solid State Technol-ogy, 64(2), 2986-3001.
Al‐Hawari, M. A. (2011). Automated service quality as a predictor of customers' commitment: a practical study within the UAE retail banking context. Asia Pacific Journal of Marketing and Logistics, 23(3), 346-366.
Alkhawaldeh, A., Al-Salaymeh, M., Alshare, F., & Eneizan, B. M. (2017). The effect of brand awareness on brand loyalty: Mediating role of brand commitment. European Journal of business and Management, 9(36) 38-47.
Allen, N. J., & Meyer, J. P. (1990). The measurement and antecedents of affective, continuance and normative commit-ment to the organization. Journal of occupational psychology, 63(1), 1-18.
Allen, N. J., & Meyer, J. P. (1996). Affective, continuance, and normative commitment to the organization: An examina-tion of construct validity. Journal of vocational behavior, 49(3), 252-276.
Anderson, J. C., & Narus, J. A. (1991). Partnering as a focused market strategy. California Management Review, 33(3), 95-113.
Andreassen, T. W., & Olsen, L. L. (2008). The impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractiveness. Managing Service Quality: An International Journal, 18(4), 309-328.
Bakar, J. A., Clemes, M. D., & Bicknell, K. (2017). A comprehensive hierarchical model of retail banking. International Journal of Bank Marketing, 35(4), 662-684.
Bansal, H. S., & Taylor, S. F. (1999). The service provider switching model (spsm) a model of consumer switching behav-ior in the services industry. Journal of service Research, 2(2), 200-218.
Bansal, H., Irving, P. G., & Taylor, S. F. (2004). A three component model of customer commitment to service provider. Academy of Marketing Science, 32 (3), 234-250.
Brown, T. J., Barry, T. E., Dacin, P. A., & Gunst, R. F. (2005). Spreading the word: Investigating antecedents of consum-ers’ positive word-of-mouth intentions and behaviors in a retailing context. Journal of the academy of marketing sci-ence, 33(2), 123-138.
Daikh, J. (2015). A research proposal: the relationship between customer satisfaction and consumer loyalty. MBA Student Scholarship, (42).
Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113.
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of marketing, 51(2), 11-27.
Johnson, M. D., Gustafsson, A., Andreassen, T. W., Lervik, L., & Cha, J. (2001). The evolution and future of national cus-tomer satisfaction index models. Journal of economic Psychology, 22(2), 217-245.
Fatima, J. K., & Mascio, R. D. (2020). Synchronizing relational benefits with customer commitment profiles. Journal of Strategic Marketing, 28(4), 366-378.
Fatima, J. K., Razzaque, M. A., & Di Mascio, R. (2015). Modelling roles of commitment on rapport and satisfac-tion. International Journal of Bank Marketing, 33(3), 261-275.
Foxall, G. R., Goldsmith, R. E., & Brown, S. (1998). Consumer psychology for marketing (Vol. 1). Cengage Learning EMEA.
Fullerton, G. (2003). When does commitment lead to loyalty? Journal of service research, 5(4), 333-344.
Fullerton, G. (2005). How commitment both enables and undermines marketing relationships. European journal of mar-keting, 39(11/12), 1372-1388.
Fullerton, G. (2014). The moderating effect of normative commitment on the service quality-customer retention relation-ship. European journal of marketing, 48 (3/4), 657-673.
Gruen, T. W., Summers, J. O., & Acito, F. (2000). Relationship marketing activities, commitment, and membership be-haviors in professional associations. Journal of marketing, 64(3), 34-49.
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimen-sions, and triggers on customer retention. Journal of marketing, 69(4), 210-218.
Hammouri, Q., Al-Gasawneh, J. A., Nusairat, N. M., Hanandeh, A., & Barakat, S. (2021). The Determinants of Trust and its Influence on Online Buying Intention: An Empirical Study on Social Commerce in Jordan. Annals of the Romanian Society for Cell Biology, 4522-4539.
Hansen, H., Sandvik, K., & Selnes, F. (2003). Direct and indirect effects of commitment to a service employee on the in-tention to stay. Journal of Service Research, 5(4), 356-368.
Hawamleh, A. M. A., Alorfi, A. S. M., Al-Gasawneh, J. A., & Al-Rawashdeh, G. (2020). Cyber Security and Ethical Hack-ing: The Importance of Protecting User Data. Solid State Technology, 63(5), 7894-7899.
Herscovitch, L., & Meyer, J. P. (2002). Commitment to organizational change: extension of a three-component mod-el. Journal of applied psychology, 87(3), 474-487
Jaros, S. J., Jermier, J. M., Koehler, J. W., & Sincich, T. (1993). Effects of continuance, affective, and moral commitment on the withdrawal process: An evaluation of eight structural equation models. Academy of management Journal, 36 (5), 951-995.
Johnson, M. D., Gustafsson, A., Andreassen, T. W., Lervik, L., & Cha, J. (2001). The evolution and future of national cus-tomer satisfaction index models. Journal of economic Psychology, 22(2), 217-245.
Johnson, M. D., Herrmann, A., & Huber, F. (2006). The evolution of loyalty intentions. Journal of marketing, 70(2), 122-132.
Jones, T., & Taylor, S. F. (2007). The conceptual domain of service loyalty: how many dimensions?. Journal of services marketing, 21(1), 36-51.
Jones, T., Fox, G. L., Taylor, S. F., & Fabrigar, L. R. (2010). Service customer commitment and response. Journal of Ser-vices Marketing, 24(1), 16-28.
Jones, T., Taylor, S. F., & Bansal, H. S. (2008). Commitment to a friend, a service provider, or a service company—are they distinctions worth making?. Journal of the academy of Marketing Science, 36(4), 473.
Joseph, M., & Stone, G. (2003). An empirical evaluation of US bank customer perceptions of the impact of technology on service delivery in the banking sector. International Journal of Retail & Distribution Management, 31(4), 190-202.
Keiningham, T. L., Frennea, C. M., Aksoy, L., Buoye, A., & Mittal, V. (2015). A five-component customer commitment model: implications for repurchase intentions in goods and services industries. Journal of Service Research, 18(4), 433-450.
Kelly, S. J. (2004). Measuring attitudinal commitment in business‐to‐business channels. Marketing Intelligence & Plan-ning, 22(6/7), 636-651.
Macintosh, G., & Lockshin, L. S. (1997). Retail relationships and store loyalty: a multi-level perspective. International Journal of Research in marketing, 14(5), 487-497.
Meyer, J. P., Allen, N. J., & Smith, C. A. (1993). Commitment to organizations and occupations: Extension and test of a three-component conceptualization. Journal of applied psychology, 78(4), 538-551.
Meyer, J. P., & Allen, N. J. (1991). A three-component conceptualization of organizational commitment. Human resource management review, 1(1), 61-89.
Meyer, J. P., & Herscovitch, L. (2001). Commitment in the workplace: Toward a general model. Human resource man-agement review, 11(3), 299-326.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of market-ing, 58(3), 20-38.
Ngah, A. H., Gabarre, S., Han, H., Rahi, S., Al-Gasawneh, J. A., & Park, S. H. (2021). Intention to purchase halal cosmet-ics: do males and females differ? A multigroup analysis. Cosmetics, 8(1), 19.
Nysveen, H., Pedersen, P. E., & Thorbjørnsen, H. (2005). Intentions to use mobile services: Antecedents and cross-service comparisons. Journal of the academy of marketing science, 33(3), 330-346.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of marketing, 63(4_suppl1), 33-44.
Osuna Ramírez, S. A., Veloutsou, C., & Morgan-Thomas, A. (2017). A systematic literature review of brand commitment: Definitions, perspectives and dimensions. Athens journal of business and economics, 3(3), 305-332.
Parasuraman, A., Berry, L., & Zeithaml, V. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of re-tailing, 67(4), 420-450.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic ser-vice quality. Journal of service research, 7(3), 213-233.
Rather, R. A., & Sharma, J. (2017). The effects of customer satisfaction and commitment on customer loyalty: Evidence from the hotel industry. JOHAR, 12(2), 41.
Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: Its measurement and impact on performance. Journal of marketing research, 41(3), 293-305.
Rusbult, C. E. (1980). Commitment and satisfaction in romantic associations: A test of the investment model. Journal of experimental social psychology, 16(2), 172-186.
Saleh, M. A., Quazi, A., Keating, B., & Gaur, S. S. (2017). Quality and image of banking services: a comparative study of conventional and Islamic banks. International Journal of Bank Marketing, 35(6), 878-902.
Shukla, P., Banerjee, M., & Singh, J. (2016). Customer commitment to luxury brands: Antecedents and consequenc-es. Journal of Business Research, 69(1), 323-331.
Söderlund, M. (2006). Measuring customer loyalty with multi‐item scales: A case for caution. International journal of service industry management, 17 (1), 76-98.
Stanley, L., Vandenberghe, C., Vandenberg, R., & Bentein, K. (2013). Commitment profiles and employee turno-ver. Journal of Vocational Behavior, 82(3), 176-187.
Suhartanto, D., Gan, C., Sarah, I. S., & Setiawan, S. (2019). Loyalty towards Islamic banking: service quality, emotional or religious driven?. Journal of Islamic Marketing, 17.
Verhoef, P. C. (2003). Understanding the effect of customer relationship management efforts on customer retention and customer share development. Journal of marketing, 67(4), 30-45.
Verhoef, P. C., Franses, P. H., & Hoekstra, J. C. (2002). The effect of relational constructs on customer referrals and num-ber of services purchased from a multiservice provider: does age of relationship matter?. Journal of the academy of marketing science, 30(3), 202-216.
Wästerlund, D. S., & Kronholm, T. (2017). Family forest owners’ commitment to service providers and the effect of asso-ciation membership on loyalty. Small-scale forestry, 16(2), 275-293.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of mar-keting, 60(2), 31-46.
Zhu, F. X., Wymer, W., & Chen, I. (2002). IT‐based services and service quality in consumer banking. International jour-nal of service industry management, 13(1), 69-90.
Ajzen, I., & Fishbein, M. (1980). Understanding Attitudes and Predicting Social Behavior. United States: Prentice-Hall.
Ajzen, I. (1980). Understanding attitudes and predicting social behavior. Englewood Cliffs.
Al-Adamat, A., Al-Gasawneh, J., & Al-Adamat, O. (2020). The impact of moral intelligence on green purchase inten-tion. Management Science Letters, 10(9), 2063-2070.
Al-dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The impact of e-service quality and e-loyalty on online shopping: moderating effect of e-satisfaction and e-trust. International Journal of Mar-keting Studies, 9(2), 92-103.
Al-Gasawneh, J. A., & Al-Adamat, A. M. (2020). The relationship between perceived destination image, social media in-teraction and travel intentions relating to Neom city. Academy of Strategic Management Journal, 19(2), 1-12.
Al-Gasawneh, J. A., Anuar, M. M., Dacko-Pikiewicz, Z., & Saputra, J. (2021). The impact of customer relationship man-agement dimensions on service quality. Polish Journal of Management Studies, 23(2), 24-44.
Al-Gasawneh, J., Al-Wadi, M., Al-Wadi, B., Alown, B., & Nuseirat, N. (2020). The Interaction Effect of Comprehensive-ness Between Social Media and Online Purchasing Intention in Jordanian Pharmacies. International Association of Online Engineering, Retrieved October 13, 2020 from https://www.learntechlib.org/p/217794/
Alghasawneh, L. A. S., Akhorshaideh, A. H., Alharafsheh, M., Ghasawneh, A., Al-Gasawneh, J. A., & Al-Hadid, A. Y. (2021). Determinants of Supply Chain Management Practices in Jordanian Pharmaceutical Firms. Solid State Technol-ogy, 64(2), 2986-3001.
Al‐Hawari, M. A. (2011). Automated service quality as a predictor of customers' commitment: a practical study within the UAE retail banking context. Asia Pacific Journal of Marketing and Logistics, 23(3), 346-366.
Alkhawaldeh, A., Al-Salaymeh, M., Alshare, F., & Eneizan, B. M. (2017). The effect of brand awareness on brand loyalty: Mediating role of brand commitment. European Journal of business and Management, 9(36) 38-47.
Allen, N. J., & Meyer, J. P. (1990). The measurement and antecedents of affective, continuance and normative commit-ment to the organization. Journal of occupational psychology, 63(1), 1-18.
Allen, N. J., & Meyer, J. P. (1996). Affective, continuance, and normative commitment to the organization: An examina-tion of construct validity. Journal of vocational behavior, 49(3), 252-276.
Anderson, J. C., & Narus, J. A. (1991). Partnering as a focused market strategy. California Management Review, 33(3), 95-113.
Andreassen, T. W., & Olsen, L. L. (2008). The impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractiveness. Managing Service Quality: An International Journal, 18(4), 309-328.
Bakar, J. A., Clemes, M. D., & Bicknell, K. (2017). A comprehensive hierarchical model of retail banking. International Journal of Bank Marketing, 35(4), 662-684.
Bansal, H. S., & Taylor, S. F. (1999). The service provider switching model (spsm) a model of consumer switching behav-ior in the services industry. Journal of service Research, 2(2), 200-218.
Bansal, H., Irving, P. G., & Taylor, S. F. (2004). A three component model of customer commitment to service provider. Academy of Marketing Science, 32 (3), 234-250.
Brown, T. J., Barry, T. E., Dacin, P. A., & Gunst, R. F. (2005). Spreading the word: Investigating antecedents of consum-ers’ positive word-of-mouth intentions and behaviors in a retailing context. Journal of the academy of marketing sci-ence, 33(2), 123-138.
Daikh, J. (2015). A research proposal: the relationship between customer satisfaction and consumer loyalty. MBA Student Scholarship, (42).
Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113.
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of marketing, 51(2), 11-27.
Johnson, M. D., Gustafsson, A., Andreassen, T. W., Lervik, L., & Cha, J. (2001). The evolution and future of national cus-tomer satisfaction index models. Journal of economic Psychology, 22(2), 217-245.
Fatima, J. K., & Mascio, R. D. (2020). Synchronizing relational benefits with customer commitment profiles. Journal of Strategic Marketing, 28(4), 366-378.
Fatima, J. K., Razzaque, M. A., & Di Mascio, R. (2015). Modelling roles of commitment on rapport and satisfac-tion. International Journal of Bank Marketing, 33(3), 261-275.
Foxall, G. R., Goldsmith, R. E., & Brown, S. (1998). Consumer psychology for marketing (Vol. 1). Cengage Learning EMEA.
Fullerton, G. (2003). When does commitment lead to loyalty? Journal of service research, 5(4), 333-344.
Fullerton, G. (2005). How commitment both enables and undermines marketing relationships. European journal of mar-keting, 39(11/12), 1372-1388.
Fullerton, G. (2014). The moderating effect of normative commitment on the service quality-customer retention relation-ship. European journal of marketing, 48 (3/4), 657-673.
Gruen, T. W., Summers, J. O., & Acito, F. (2000). Relationship marketing activities, commitment, and membership be-haviors in professional associations. Journal of marketing, 64(3), 34-49.
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimen-sions, and triggers on customer retention. Journal of marketing, 69(4), 210-218.
Hammouri, Q., Al-Gasawneh, J. A., Nusairat, N. M., Hanandeh, A., & Barakat, S. (2021). The Determinants of Trust and its Influence on Online Buying Intention: An Empirical Study on Social Commerce in Jordan. Annals of the Romanian Society for Cell Biology, 4522-4539.
Hansen, H., Sandvik, K., & Selnes, F. (2003). Direct and indirect effects of commitment to a service employee on the in-tention to stay. Journal of Service Research, 5(4), 356-368.
Hawamleh, A. M. A., Alorfi, A. S. M., Al-Gasawneh, J. A., & Al-Rawashdeh, G. (2020). Cyber Security and Ethical Hack-ing: The Importance of Protecting User Data. Solid State Technology, 63(5), 7894-7899.
Herscovitch, L., & Meyer, J. P. (2002). Commitment to organizational change: extension of a three-component mod-el. Journal of applied psychology, 87(3), 474-487
Jaros, S. J., Jermier, J. M., Koehler, J. W., & Sincich, T. (1993). Effects of continuance, affective, and moral commitment on the withdrawal process: An evaluation of eight structural equation models. Academy of management Journal, 36 (5), 951-995.
Johnson, M. D., Gustafsson, A., Andreassen, T. W., Lervik, L., & Cha, J. (2001). The evolution and future of national cus-tomer satisfaction index models. Journal of economic Psychology, 22(2), 217-245.
Johnson, M. D., Herrmann, A., & Huber, F. (2006). The evolution of loyalty intentions. Journal of marketing, 70(2), 122-132.
Jones, T., & Taylor, S. F. (2007). The conceptual domain of service loyalty: how many dimensions?. Journal of services marketing, 21(1), 36-51.
Jones, T., Fox, G. L., Taylor, S. F., & Fabrigar, L. R. (2010). Service customer commitment and response. Journal of Ser-vices Marketing, 24(1), 16-28.
Jones, T., Taylor, S. F., & Bansal, H. S. (2008). Commitment to a friend, a service provider, or a service company—are they distinctions worth making?. Journal of the academy of Marketing Science, 36(4), 473.
Joseph, M., & Stone, G. (2003). An empirical evaluation of US bank customer perceptions of the impact of technology on service delivery in the banking sector. International Journal of Retail & Distribution Management, 31(4), 190-202.
Keiningham, T. L., Frennea, C. M., Aksoy, L., Buoye, A., & Mittal, V. (2015). A five-component customer commitment model: implications for repurchase intentions in goods and services industries. Journal of Service Research, 18(4), 433-450.
Kelly, S. J. (2004). Measuring attitudinal commitment in business‐to‐business channels. Marketing Intelligence & Plan-ning, 22(6/7), 636-651.
Macintosh, G., & Lockshin, L. S. (1997). Retail relationships and store loyalty: a multi-level perspective. International Journal of Research in marketing, 14(5), 487-497.
Meyer, J. P., Allen, N. J., & Smith, C. A. (1993). Commitment to organizations and occupations: Extension and test of a three-component conceptualization. Journal of applied psychology, 78(4), 538-551.
Meyer, J. P., & Allen, N. J. (1991). A three-component conceptualization of organizational commitment. Human resource management review, 1(1), 61-89.
Meyer, J. P., & Herscovitch, L. (2001). Commitment in the workplace: Toward a general model. Human resource man-agement review, 11(3), 299-326.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of market-ing, 58(3), 20-38.
Ngah, A. H., Gabarre, S., Han, H., Rahi, S., Al-Gasawneh, J. A., & Park, S. H. (2021). Intention to purchase halal cosmet-ics: do males and females differ? A multigroup analysis. Cosmetics, 8(1), 19.
Nysveen, H., Pedersen, P. E., & Thorbjørnsen, H. (2005). Intentions to use mobile services: Antecedents and cross-service comparisons. Journal of the academy of marketing science, 33(3), 330-346.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of marketing, 63(4_suppl1), 33-44.
Osuna Ramírez, S. A., Veloutsou, C., & Morgan-Thomas, A. (2017). A systematic literature review of brand commitment: Definitions, perspectives and dimensions. Athens journal of business and economics, 3(3), 305-332.
Parasuraman, A., Berry, L., & Zeithaml, V. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of re-tailing, 67(4), 420-450.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic ser-vice quality. Journal of service research, 7(3), 213-233.
Rather, R. A., & Sharma, J. (2017). The effects of customer satisfaction and commitment on customer loyalty: Evidence from the hotel industry. JOHAR, 12(2), 41.
Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: Its measurement and impact on performance. Journal of marketing research, 41(3), 293-305.
Rusbult, C. E. (1980). Commitment and satisfaction in romantic associations: A test of the investment model. Journal of experimental social psychology, 16(2), 172-186.
Saleh, M. A., Quazi, A., Keating, B., & Gaur, S. S. (2017). Quality and image of banking services: a comparative study of conventional and Islamic banks. International Journal of Bank Marketing, 35(6), 878-902.
Shukla, P., Banerjee, M., & Singh, J. (2016). Customer commitment to luxury brands: Antecedents and consequenc-es. Journal of Business Research, 69(1), 323-331.
Söderlund, M. (2006). Measuring customer loyalty with multi‐item scales: A case for caution. International journal of service industry management, 17 (1), 76-98.
Stanley, L., Vandenberghe, C., Vandenberg, R., & Bentein, K. (2013). Commitment profiles and employee turno-ver. Journal of Vocational Behavior, 82(3), 176-187.
Suhartanto, D., Gan, C., Sarah, I. S., & Setiawan, S. (2019). Loyalty towards Islamic banking: service quality, emotional or religious driven?. Journal of Islamic Marketing, 17.
Verhoef, P. C. (2003). Understanding the effect of customer relationship management efforts on customer retention and customer share development. Journal of marketing, 67(4), 30-45.
Verhoef, P. C., Franses, P. H., & Hoekstra, J. C. (2002). The effect of relational constructs on customer referrals and num-ber of services purchased from a multiservice provider: does age of relationship matter?. Journal of the academy of marketing science, 30(3), 202-216.
Wästerlund, D. S., & Kronholm, T. (2017). Family forest owners’ commitment to service providers and the effect of asso-ciation membership on loyalty. Small-scale forestry, 16(2), 275-293.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of mar-keting, 60(2), 31-46.
Zhu, F. X., Wymer, W., & Chen, I. (2002). IT‐based services and service quality in consumer banking. International jour-nal of service industry management, 13(1), 69-90.