How to cite this paper
Seyedaliakbar, S., Zaripour, M., Zangeneh, G & Sadeghi, H. (2016). An investigation into the determinants of customer satisfaction.Uncertain Supply Chain Management, 4(4), 263-268.
Refrences
Ahearne, M., Hughes, D. E., & Schillewaert, N. (2007). Why sales reps should welcome information technology: Measuring the impact of CRM-based IT on sales effectiveness. International Journal of Research in Marketing, 24(4), 336-349.
Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491-504.
Dong, W., Swain, S. D., & Berger, P. D. (2007). The role of channel quality in customer equity management. Journal of Business Research, 60(12), 1243-1252.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. The Journal of Marketing, 60(4), 7-18.
Gensler, S., Dekimpe, M. G., & Skiera, B. (2007). Evaluating channel performance in multi-channel environments. Journal of Retailing and Consumer Services, 14(1), 17-23.
King, S. F., & Burgess, T. F. (2008). Understanding success and failure in customer relationship management. Industrial Marketing Management, 37(4), 421-431.
Law, M., Lau, T., & Wong, Y. H. (2003). From customer relationship management to customer-managed relationship: unraveling the paradox with a co-creative perspective. Marketing Intelligence & Planning, 21(1), 51-60.
Lee-Kelley, L., Gilbert, D., & Mannicom, R. (2003). How e-CRM can enhance customer loyalty. Marketing Intelligence & Planning, 21(4), 239-248.
Liew, C. B. A. (2008). Strategic integration of knowledge management and customer relationship management. Journal of Knowledge Management,12(4), 131-146.
Lindgreen, A., Palmer, R., Vanhamme, J., & Wouters, J. (2006). A relationship-management assessment tool: Questioning, identifying, and prioritizing critical aspects of customer relationships. Industrial Marketing Management, 35(1), 57-71.
Shahrouzi Fard, S. & Hosseini, S. M. (2015). Performance measurement of the after-sales service network: Evidence from the automotive industry. Management Science Letters, 5(10), 927-932.
Sharma, A., & Mehrotra, A. (2007). Choosing an optimal channel mix in multichannel environments. Industrial Marketing Management, 36(1), 21-28.
Sin, L. Y., Tse, A. C., & Yim, F. H. (2005). CRM: conceptualization and scale development. European Journal of marketing, 39(11/12), 1264-1290.
Singh, B., Grover, S., Singh, V & Attri, R. (2015). An analytic hierarchy process for benchmarking of automobile car service industry in Indian context. Management Science Letters, 5(6), 543-554.
Taylor, S. A., & Hunter, G. L. (2002). The impact of loyalty with e-CRM software and e-services. International Journal of Service Industry Management, 13(5), 452-474.
Terziovski, M. (2006). Quality management practices and their relationship with customer satisfaction and productivity improvement. Management Research News, 29(7), 414-424.
Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491-504.
Dong, W., Swain, S. D., & Berger, P. D. (2007). The role of channel quality in customer equity management. Journal of Business Research, 60(12), 1243-1252.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. The Journal of Marketing, 60(4), 7-18.
Gensler, S., Dekimpe, M. G., & Skiera, B. (2007). Evaluating channel performance in multi-channel environments. Journal of Retailing and Consumer Services, 14(1), 17-23.
King, S. F., & Burgess, T. F. (2008). Understanding success and failure in customer relationship management. Industrial Marketing Management, 37(4), 421-431.
Law, M., Lau, T., & Wong, Y. H. (2003). From customer relationship management to customer-managed relationship: unraveling the paradox with a co-creative perspective. Marketing Intelligence & Planning, 21(1), 51-60.
Lee-Kelley, L., Gilbert, D., & Mannicom, R. (2003). How e-CRM can enhance customer loyalty. Marketing Intelligence & Planning, 21(4), 239-248.
Liew, C. B. A. (2008). Strategic integration of knowledge management and customer relationship management. Journal of Knowledge Management,12(4), 131-146.
Lindgreen, A., Palmer, R., Vanhamme, J., & Wouters, J. (2006). A relationship-management assessment tool: Questioning, identifying, and prioritizing critical aspects of customer relationships. Industrial Marketing Management, 35(1), 57-71.
Shahrouzi Fard, S. & Hosseini, S. M. (2015). Performance measurement of the after-sales service network: Evidence from the automotive industry. Management Science Letters, 5(10), 927-932.
Sharma, A., & Mehrotra, A. (2007). Choosing an optimal channel mix in multichannel environments. Industrial Marketing Management, 36(1), 21-28.
Sin, L. Y., Tse, A. C., & Yim, F. H. (2005). CRM: conceptualization and scale development. European Journal of marketing, 39(11/12), 1264-1290.
Singh, B., Grover, S., Singh, V & Attri, R. (2015). An analytic hierarchy process for benchmarking of automobile car service industry in Indian context. Management Science Letters, 5(6), 543-554.
Taylor, S. A., & Hunter, G. L. (2002). The impact of loyalty with e-CRM software and e-services. International Journal of Service Industry Management, 13(5), 452-474.
Terziovski, M. (2006). Quality management practices and their relationship with customer satisfaction and productivity improvement. Management Research News, 29(7), 414-424.