How to cite this paper
Aityassine, F. (2022). Customer satisfaction, customer delight, customer retention and customer loyalty: Borderlines and insights.Uncertain Supply Chain Management, 10(3), 895-904.
Refrences
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Al-Hawary, S. I. & Al-Fassed, K. J. (2021). The Impact of Social Media Marketing on Building Brand Loyalty through Customer Engagement in Jordan. International Journal of Business Innovation and Research. In Press
Al-Hawary, S. I. (2013). The Roles of Perceived Quality, Trust, and Satisfaction in Predicting Brand Loyalty: The Empirical Research On Automobile Brands In Jordan Market. International Journal of Business Excellence, 6(6), 656–686.
Al-Hawary, S. I. ., & Al-Khazaleh A, M. (2020). The Mediating Role of Corporate Image on the relationship between Corporate Social Responsibility and Customer Retention. Test Engineering and Management, 83(5l6), 29976-29993.
Al-Hawary, S. I. ., & Harahsheh, S. . (2014). Factors Affecting Jordanian Consumer Loyalty Toward Cellular phone Brand. International Journal of Economics and Business Research, 7(3), 349–375.
Al-Hawary, S. I. ., Batayneh, A. M. ., Mohammad, A. A. ., & Alsarahni, A. H. . (2017). Supply chain flexibility aspects and their impact on customers satisfaction of pharmaceutical industry in Jordan. International Journal of Business Performance and Supply Chain Modelling, 9(4), 326–343.
Al-Hawary, S. I., & Al-Syasneh, M. S. (2020). Impact of dynamic strategic capabilities on strategic entrepreneurship in presence of outsourcing of five stars hotels in Jordan. Business: Theory and Practice, 21(2), 578-587.
Al-Hawary, S. I. S., & Obiadat, A. A. (2020). Does mobile marketing affect customer loyalty in Jordan?. International Journal of Business Excellence, 23(2), 226-250.
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Alolayyan, M., Al-Hawary, S. I., Mohammad, A. A., & Al-Nady, B. A. (2018). Banking Service Quality Provided by Commercial Banks and Customer Satisfaction. A structural Equation Modelling Approaches. International Journal of Productivity and Quality Management, 24(4), 543–565.
Alshurideh, M., Al-Hawary, S. I., Batayneh, A. M., Mohammad, A., & Al-Kurdi, B. (2017). The Impact of Islamic Banks’ Service Quality Perception on Jordanian Customers Loyalty. Journal of Management Research, 9(2), 139–159.
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Al-Slehat, Z. A. F. (2021). Determining the effect of banking service quality on customer loyalty using customer satisfaction as a mediating variable: An applied study on the Jordanian commercial banking sector. International Business Research, 14(4), 1-58.
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Avgeli, V., Smarianakis, D., & Sotiriades, M. (2020). Correlating Customer Satisfaction and Customer Loyalty: The Case of International Tourists in Cretan Resort Hotels. Journal of Tourism and Hospitality Management, 8(2), 43-59.
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Barnes, D.C., Mesmer-Magnus, J., Scribner, L., Krallman, A., & Guidice, R., (2020). Customer delight during a crisis: understanding delight through the lens of transformative service research. Journal of Service Management, 32(1), 129-141., doi: 10.1108/JOSM-05-2020-0146.
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Aldaihani, F. M. F., Bin-Ali, N. A., Hashim, H. B., & Basha, N. K. (2020). The impact of social customer relationship management on customer loyalty of Islamic banks in Kuwait: Customer empowerment as a mediating Variable. GIS Business, 15(4), 160-174.
Al-Gharaibah, O. (2020). Customer retention in five-star hotels in Jordan: The mediating role of hotel perceived value. Management Science Letters, 10(16), 3949-3956.
Alhalalmeh, M. I., Almomani, H. M., Altarifi, S., Al- Quran, A. Z., Mohammad, A. A., & Al-Hawary, S. I. (2020). The nexus between Corporate Social Responsibilty and Organizational Performance in Jordan: the mediating role of Organizational Commitment and Organizational Citizenship Behavior. Test Engineering and Management, 83(July), 6391 - 6410.
Al-Hawary, S. I. & Al-Fassed, K. J. (2021). The Impact of Social Media Marketing on Building Brand Loyalty through Customer Engagement in Jordan. International Journal of Business Innovation and Research. In Press
Al-Hawary, S. I. (2013). The Roles of Perceived Quality, Trust, and Satisfaction in Predicting Brand Loyalty: The Empirical Research On Automobile Brands In Jordan Market. International Journal of Business Excellence, 6(6), 656–686.
Al-Hawary, S. I. ., & Al-Khazaleh A, M. (2020). The Mediating Role of Corporate Image on the relationship between Corporate Social Responsibility and Customer Retention. Test Engineering and Management, 83(5l6), 29976-29993.
Al-Hawary, S. I. ., & Harahsheh, S. . (2014). Factors Affecting Jordanian Consumer Loyalty Toward Cellular phone Brand. International Journal of Economics and Business Research, 7(3), 349–375.
Al-Hawary, S. I. ., Batayneh, A. M. ., Mohammad, A. A. ., & Alsarahni, A. H. . (2017). Supply chain flexibility aspects and their impact on customers satisfaction of pharmaceutical industry in Jordan. International Journal of Business Performance and Supply Chain Modelling, 9(4), 326–343.
Al-Hawary, S. I., & Al-Syasneh, M. S. (2020). Impact of dynamic strategic capabilities on strategic entrepreneurship in presence of outsourcing of five stars hotels in Jordan. Business: Theory and Practice, 21(2), 578-587.
Al-Hawary, S. I. S., & Obiadat, A. A. (2020). Does mobile marketing affect customer loyalty in Jordan?. International Journal of Business Excellence, 23(2), 226-250.
Ali, B. J., Akoi, S., Saleh, P. F., & Sardar, Z. (2021). Factors shaping customer satisfaction with residential flats: Evidence from Sulaymaniyah City. Black Sea Journal of Management and Marketing, 2(2), 1-12.
Alkitbi, S.S., Alshurideh, M., Al Kurdi, B., & Salloum, S.A. (2020). Factors affect customer retention: A systematic review. In Proceedings of the International Conference on Advanced Intelligent Systems and Informatics, Cairo, Egypt, 19–21 October 2020, pp. 656–667.
Al-Madi, N., Faris, H., & Abukhurma, R. (2018). Cost-sensitive genetic programming for churn prediction and identification of the influencing factors in telecommunication market. International Journal of Advanced Science and Technology, 120, 13-28.
Almohaimmeed, B. (2019). Pillars of customer retention: An empirical study on the influence of customer satisfaction, customer loyalty, customer profitability on customer retention. Serbian Journal of Management, 14(2), 421-435.
Almohaimmeed, B. M. (2017). Restaurant quality and customer satisfaction. International Review of Management and Marketing, 7(3), 42-49.
Alolayyan, M., Al-Hawary, S. I., Mohammad, A. A., & Al-Nady, B. A. (2018). Banking Service Quality Provided by Commercial Banks and Customer Satisfaction. A structural Equation Modelling Approaches. International Journal of Productivity and Quality Management, 24(4), 543–565.
Alshurideh, M., Al-Hawary, S. I., Batayneh, A. M., Mohammad, A., & Al-Kurdi, B. (2017). The Impact of Islamic Banks’ Service Quality Perception on Jordanian Customers Loyalty. Journal of Management Research, 9(2), 139–159.
Al-Slehat, Z. A. F. (2020). Financial performance as mediator on the impact of investment and financial decisions on stock price and future profit: The case of the Jordanian financial sector. International Journal of Economics and Financial Issues, 10(2), 242-247.
Al-Slehat, Z. A. F. (2021). Determining the effect of banking service quality on customer loyalty using customer satisfaction as a mediating variable: An applied study on the Jordanian commercial banking sector. International Business Research, 14(4), 1-58.
Alzoubi, H., Alshurideh, M., Kurdi, B., & Inairat, M. (2020). Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management, 8(3), 579-588.
Appleton-Knapp, S. L., & Krentler, K. A. (2006). Measuring student expectations and their effects on satisfaction: The importance of managing student expectations. Journal of Marketing Education, 28(3), 254-264.
Arora, S., & Kaur, H. (2018). The driving forces behind customer retention in a digitized world: Evidence from India (A partial least squares approach). In Digital India. Advances in theory and practice of emerging markets, ed. A. Kar, S. Sinha, and M. Gupta. Cham: Springer
Ascarza, E., Neslin, S. A., Netzer, O., Anderson, Z., Fader, P. S., Gupta, S., Hardie, B, Lemmens, A., Libai, B., Neal, D., Provost, F., & Schrift, R. (2018). In pursuit of enhanced customer retention management: Review, key issues, and future directions. Customer Needs and Solutions, 5(1), 65-81.
Avgeli, V., Smarianakis, D., & Sotiriades, M. (2020). Correlating Customer Satisfaction and Customer Loyalty: The Case of International Tourists in Cretan Resort Hotels. Journal of Tourism and Hospitality Management, 8(2), 43-59.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of marketing, 39(7/8), 910-925
Baledi, M., & Saed, R. A. (2017). The impact of compensation on improving employees performance through job satisfaction in Jordanian newspaper. International Journal of Business Quantitative Economics and Applied Management Research, 4(5), 86-102.
Barnes, D. C., & Krallman, A. (2019). Customer delight: A review and agenda for research. Journal of Marketing Theory and Practice, 27(2), 174-195.
Barnes, D.C., Mesmer-Magnus, J., Scribner, L., Krallman, A., & Guidice, R., (2020). Customer delight during a crisis: understanding delight through the lens of transformative service research. Journal of Service Management, 32(1), 129-141., doi: 10.1108/JOSM-05-2020-0146.
Bartikowski, B., & Llosa, S. (2004). Customer satisfaction measurement: comparing four methods of attribute categorizations. The Service Industries Journal, 24(4), 67-82.
Bazan, C., Shaikh, A., Frederick, S., Amjad, A., Yap, S., Finn, C., & Rayner, J. (2019). Effect of memorial university's environment & support system in shaping entrepreneurial intention of students. Journal of Entrepreneurship Education, 22(1), 1-35.
Bennett, R., & Rundle‐Thiele, S. (2004). Customer satisfaction should not be the only goal. Journal of services marketing, 18(7), 514-523.
Berman, B. (2005). How to delight your customers. California Management Review, 48(1), 129-151.
Bowen, J. T., & Chen, S. L. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality management, 13(5), 213-217.
Bramulya, R., Primiana, I., Febrian, E., & Sari, D. (2016). Impact of relationship marketing, service quality and customer orientation of service employees on customer satisfaction and behavioral intentions and its impact on customer retention. International journal of Economics, Commerce and Management, 4(5), 151-163.
Budur, T. and Poturak, M. (2021). Employee performance and customer loyalty: Mediation effect of customer satisfaction. Middle East Journal of Management, 8(5), 453-474.
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