References

Allameh, S.M. and A. Noktedan, 2010. The effect of service quality on customer loyalty. Bus. Manage., 4: 109-124.

Anderson, R.E. and S.S. Srinivasan, 2003. E-Satisfaction and E-Loyalty: A contingency framework. Psychol. Marketing, 20: 123-138.
CrossRef  |  Direct Link  |  

Anshari, M., A. Al-Mudimigh and M. Aksoy, 2009. CRM initiatives of banking sector in Saudi Arabia. Int. J. Comput. Internet Manag., 19: 56-61.

Avlonitis, G.J. and N.G. Panagopoulos, 2005. Antecedents and consequences of CRM technology acceptance in the sales force. Ind. Marketing Manage., 34: 355-368.
CrossRef  |  Direct Link  |  

Blattberg, R.C., G. Getz and J.S. Thomas, 2001. Customer Equity: Building and managing Relationships as Valuable Assets (Hardcover). HBS Press Book, Boston, MA.

Bloemer, J., K. Ruyter and P. Peeters, 1998. Investigating drivers of bank loyalty: The complex relationship between image, service quality and satisfaction. Int. J. Bank Market., 16: 276-286.
Direct Link  |  

Bose, R. and V. Sugumaran, 2003. Application of knowledge management technology in customer relationship management. Knowledge Process Manage., 10: 3-17.
CrossRef  |  

Buttle, F., 2004. Customer Relationship Management: Concepts and Tools. Elsevier Butterworth-Heinemann, Oxford, UK.

Caruana, A., 2002. Service loyalty: The effects of service quality and the mediating role of customer satisfaction. Eur. J. Market., 36: 811-828.
CrossRef  |  Direct Link  |  

Feizi, K. and S. Tatari, 2004. Improving the quality of service airline flights Islamic Republic of Iran. J. Tourism Res., 5: 53-60.

Fernandez-Gonzalez, A.J. and C. Prado, 2007. Measurement and analysis of customer satisfaction, company practices in Spain and Portugal. Int. J. Productivity Perfor. Manage., 56: 500-517.
CrossRef  |  Direct Link  |  

Finnegan, D.J. and W.L. Currie, 2010. A multi-layered approach to CRM implementation: An integration perspective. Eur. Manage. J., 28: 153-167.
CrossRef  |  

Finnegan, D.J. and W.L. Currie, 2010. A multi-layered approach to CRM implementation: An integration perspective. Eur. Manage. J., 28: 153-167.
CrossRef  |  

Folkman, C.C. and N. Karen, 2002. From prisoners to apostles, a typology of repeat buyers and loyal customers in service business. J. Serv. Marketing, 16: 65-73.

Forgas, S., R. Palau, J. Sanchez and R. Huertas-Garcia, 2012. Online drivers and offline influences related to loyalty to airline websites. J. Air Transp. Manage., 18: 43-46.
CrossRef  |  Direct Link  |  

Galbreath, J., 1998. Relationship management environment. Credit World, 87: 14-21.

Ghobadian, R.S., S.M. Speller and W.R. Jones, 1994. Service quality concepts and models. Int. J. Q. Manage., 11: 43-66.

Gilbert, G.R., C. Veloutsou, M.M. Goode and L. Moutinho, 2004. Measuring customer satisfaction in the fast food industry. J. Serv. Marketing, 18: 371-383.
CrossRef  |  Direct Link  |  

Gronroos, C., 2000. Service Management and Marketing: Customer Relationship Management Approach. Lexington Books, Lexington, MA., ISBN: 8126512873.

Hamidizadeh, M.R. and M. Ghamkhari, 2009. Identifying factors affecting customer loyalty based on rapid response organization. J. Bus. Res., 13: 187-190.

Harris, L.C. and M.M.H. Goode, 2004. The four levels of loyalty and the pivotal role of trust: A study of online service dynamics. J. Retail., 80: 139-158.
CrossRef  |  Direct Link  |  

Hart, S., G. Hogg and M. Banerjee, 2004. Does the level of experience have an effect on CRM programs? Exploratory research findings. Ind. Marketing Manage., 33: 549-560.
CrossRef  |  Direct Link  |  

Hill, C. and E.A. O'Hara, 2006. Cognitive theory of trust. Working Pap., 2: 36-49.

Hoseini, H. and M. Ahmadinejad, 2008. Effect of customer satisfaction, customer confidence in the brand and brand equity in acustomer behavioral and attitude in a loyalty. Mag. Rev. Bus., 3: 42-51.

Hu, H., C.C. Cheng, S.l. Chiu and F.Y. Hong, 2011. A study of customer satisfaction, customer loyalty and quality attributes in Taiwan's medical service industry. African J. Bus. Manage., 5: 187-195.
Direct Link  |  

Jan, M.T., A. Omar, O.M. Zain and K. Abdullah, 2011. A roadmap for CRM success in light of the technology CSFS. JM. Int. J. Marketing Manage., 1: 181-192.

Javadein, S.R., 2006. Factors affecting customer loyalty export development bank of Iran using the concepts of customer relationship management. Bus. Rev., 18: 82-91.

Karakostas, B., D. Kardarasb and E. Papathanassiou, 2005. The state of CRM adoption by the financial services in the UK: An empirical investigation. Inform. Manage., 42: 853-863.
Direct Link  |  

Kennedy, M.E. and A.M. King, 2004. Using customer relationship management to increase profit. Strategic Finance, 85: 36-42.
Direct Link  |  

Law, A.K., Y.V. Hui and X. Zhao, 2004. Modeling repurchase frequency and customer satisfaction for fast food outlets. Int. J. Q. Reliab. Manage., 21: 545-563.
CrossRef  |  

Lin, H.F., 2011. An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust. Int. J. Inform. Manage., 31: 252-260.
CrossRef  |  Direct Link  |  

Lindgreen, A., 2004. The design, implementation and monitoring of a CRM programmers, a case study. J. Knowl. Manage., 19: 85-96.

Mayer, R.C., J.H. Davis and F.D. Schoorman, 1995. An integrative model of organizational trust. Acad. Manage. Rev., 20: 709-734.
Direct Link  |  

Mendoza, L., A. Marius, M. Perez and A. Griman, 2007. Critical success factors for a customer relationship management strategy. J. Inform. Software Technol., 49: 913-945.
Direct Link  |  

Morgan, R.M. and S.D. Hunt, 1994. The commitment-trust theory of relationship marketing. J. Market., 58: 20-38.
CrossRef  |  Direct Link  |  

Ngai, E.W.T., 2005. Customer relationship management research (1992-2002): An academic literature review and classification. Marketing Intell. Plann., 23: 582-605.
CrossRef  |  

Oliver, R.L., 1999. Whence consumer loyalty? J. Market., 63: 33-44.
CrossRef  |  Direct Link  |  

Omar, N.A., N.K. Abu, D.A. Sapuan, N. Abd Aziz and M.A. Nazri, 2010. Service quality and value affecting parents satisfaction and behavioral intentions in a childcare center using a structural approach. Aust. J. Basic App. Sci., 4: 26-37.

Papasolomou-Doukakis, I., 2002. The role of employee development in customer relations: The case of UK. retail banks. Corporate Commun. Int. J., 7: 62-76.
CrossRef  |  

Parasuraman, A., V.A. Zeithaml and L.L. Berry, 1994. Reassessment of expectations as a comparison standard in measuring service quality implications for further research. J. Market., 58: 111-124.
Direct Link  |  

Peterson, P.E. and H. Nysveen, 2001. Shopbot banking, an exploratory study of customer loyalty effects. Int. J. Bank Marketing, 19: 146-155.
CrossRef  |  Direct Link  |  

Rahimnia, F., A. Harandi and S.Z. Fatemi, 2012. The effect on the quality of the relationship with the customer perceived quality and loyalty of customers large five-star hotels in Mashhad. J. Public Administration Res., 12: 83-101.

Ranjan, J. and V. Bhatnagar, 2008. Critical success factors for implementing CRM using data mining. J. Know. Manage. Pract., 9: 18-25.

Reichheld, F.F., 1996. Learning from customer defection. Harv. Bus. Rev., 74: 56-67.

Robert, L.P., A.R. Denis and Y.T.C. Hung, 2009. Individual swift trust and knowledge-based trust in face to face and virtual team members. J. Manage. Inf. Syst., 26: 241-279.
CrossRef  |  Direct Link  |  

Rousseau, D.M., S.B. Sitkin, R.S. Burt and C. Camerer, 1998. Not so different after all, cross-discipline view of trust. Acad. Manage. Rev., 23: 393-404.
CrossRef  |  Direct Link  |  

Shahrokh, Z.D., M.F. Taghavi And N. Rostami, 2010. Banks brand reliability model for measuring the effect on customer loyalty commitment. J. Manage. Sci., 5: 32-52.

Wen, I., 2009. Factors affecting the online travel buying decision. Int. J. Contemp. Hospitality Manage., 21: 752-765.
CrossRef  |  Direct Link  |  

Xu, Y., D.C. Yen, B. Lin and D.C. Chou, 2002. Adopting customer relationship management technology. Ind. Manage. Data Syst., 102: 442-452.
CrossRef  |  Direct Link  |  

Yeganeh, G.S., 2007. Review and assess the factors affecting customers loyalty based on the effective area of banking services. Univ. Martyr Beheshti, 1: 107-120.

Zeithaml, V.A., 1988. Consumer perceptions of price, quality and value: A means-end model and synthesis of evidence. J. Market., 52: 2-22.
CrossRef  |  Direct Link  |