@incollection{,
	
					
					
					0E10EBB8080376A504FB91A31A38347E
				,
	author={{Isabella Moreira Pereira DeVasconcellos} and {DelaneBotelho} and {ESPM RJ a Brazil and ESC Business School- -Rennes-FR}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1422333
}

@incollection{b0,
	
	
		,
	title={{Private-Label Use and Store Loyalty}}
		,
	author={{
			KusumL ;Ailawadi
		} and {
			Pauwels
		} and {
			&Koen
		} and {
			Steenkamp
		} and {
			EMJan-Benedict
		}}
		
		
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			72
			
			,
	year={November 2008}
		
	

}

@book{b1,
	
	
		,
	title={{}}
		,
	author={{
			JamesC ;Anderson
		} and {
			James A BusinessNarus
		} and {
			Marketing
		}}
		
		
		
			,
	publisher={Understand what Customers Value}
		
	

}

@incollection{b2,
	
	
	
	
		,
	booktitle={{Academic Onefile. Gale}}
				
			,
	year={2008}
			53
		
	

}

@book{b3,
	
	
		,
	title={{Getting Loyalty Programs Back to Loyalty, report, RSR -Retail Systems Research}}
		,
	author={{
			NikkiBaird
		}}
		
			,
	year={2007}
		
	

}

@incollection{b4,
	
	
		,
	title={{Loyalty and Personalization: The Next Generation of Retail CRM}}
		,
	author={{
			NikkiBaird
		}}
	
	
		,
	booktitle={{RSR -Retail Systems Research}}
				
			,
	year={2008}
		
	
	,
	note={Benchmark Report}

}

@book{b5,
	
	
		,
	title={{Carrying on the P&G Traditionan Interview with Edwin Artzt}}
		,
	author={{
			KarenBemowski
		}}
		
			,
	year={May,1992}
			,
	publisher={Quality Progress}
			25
			
		
	

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@incollection{b6,
	
	
		,
	title={{Credit Cards as Lifestyle Facilitators}}
		,
	author={{
			MatthewJ ;Bernthal
		} and {
			Crockett
		} and {
			;David
		} and {
			RandallRose
		}}
		
		
		
	
	
		,
	journal={{Journal of Consumer Research}}
		
			32
			
			,
	year={June, 2005}
		
	

}

@incollection{b7,
	
	
		,
	title={{A Multistage Model of Customers. Assessments of Service Quality and Value}}
		,
	author={{
			RuthNBolton
		} and {
			JamesHDrew
		}}
		
	
	
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	journal={{Journal of Consumer Research}}
		
			17
			
			,
	year={March, 1991}
		
	

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@incollection{b8,
	
	
		,
	title={{A customer relationship management roadmap: what is known, potential pitfalls, and where to go}}
		,
	author={{
			WBoulding
		} and {
			RStaelin
		} and {
			MEhret
		} and {
			WJJohnston
		}}
		
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			69
			
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	year={2005}
		
	

}

@incollection{b9,
	
	
		,
	title={{The Process of Customer Management: A}}
		,
	author={{
			JanaBowden
		} and {
			Lay-Hwa
		}}
		
	
	
		,
	journal={{Conceptual Framework Journal of Marketing Theory and Practice}}
		
			17
			1
			
			,
	year={2009}
		
	

}

@incollection{b10,
	
	
		,
	title={{What is it? How is it Measured? Does it affect Loyalty?}}
		,
	author={{
			JBrakus
		} and {
			Josko
		} and {
			Schmitt
		} and {
			HBernd
		} and {
			Zarantonello
		} and {
			Brand Experience
		}}
		
		
		
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			73
			
			,
	year={May, 2009}
		
	

}

@incollection{b11,
	
	
		,
	title={{Understanding the Role of Retail Store Service in Light of Self-Image-Store Image Congruence}}
		,
	author={{
			AronO'cass
		} and {
			Grace
		} and {
			Debra
		}}
		
		
	
	
		,
	journal={{Psychology & Marketing}}
		
			25
			6
			
			,
	year={June, 2008}
		
	

}

@incollection{b12,
	
	
		,
	title={{Assortment Size and Option Attractiveness in Consumer Choice Among Retailers}}
		,
	author={{
			AlexanderChernev
		} and {
			Hamilton
		} and {
			Ryan
		}}
		
		
	
	
		,
	journal={{Journal of Marketing Research}}
		
			410
			,
	year={June, 2009}
		
	

}

@incollection{b13,
	
	
		,
	title={{Building Store Loyalty through Store Brands}}
		,
	author={{
			MarcelCorstjens
		} and {
			Lal
		} and {
			Rajiv
		}}
		
		
	
	
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	journal={{Journal of Marketing Research}}
		
			37
			3
			
			,
	year={Aug., 2000}
			,
	publisher={American Marketing Association}
		
	
	,
	note={Published by}

}

@incollection{b14,
	
	
		,
	title={{A consumer purchasing model with learning and departure behavior}}
		,
	author={{
			CWul
		} and {
			H-LChen
		}}
		
	
	
		,
	journal={{Journal of the Operational Research Society}}
		
			51
			
			,
	year={2000}
		
		
			National Taiwan University of Science and Technology; 2Ming-Chuan University
		
	

}

@incollection{b15,
	
	
		,
	title={{Customer Value analysis in Heterogeneous Market}}
		,
	author={{
			WayneSDesarbo
		} and {
			Jedidi
		} and {
			Kamel
		} and {
			IndrajitSinha
		}}
		
		
		
		845:857
	
	
		,
	journal={{Strategic Management Journal}}
		
			22
			,
	year={2001}
		
	

}

@incollection{b16,
	
	
		,
	title={{Integrated customer relationship management for service activities-An internal/external gap model. Marketing and Communication Department}}
		,
	author={{
			SergiosDimitriadis
		} and {
			EricStevens
		}}
		
	
	
		,
	journal={{Managing Service Quality}}
		
			18
			5
			
			,
	year={2008}
		
		
			Athens University of Economics and Business
		
	

}

@incollection{b17,
	
	
		,
	title={{The COLLOQUY loyalty marketing census: sizing up the US loyalty marketing industry}}
		,
	author={{
			RickFerguson
		} and {
			KellyHlavinka
		}}
		
	
	
		,
	journal={{Journal of Consumer Marketing}}
		
			24
			
			,
	year={2007}
		
	

}

@book{b18,
	
	
		,
	title={{Grocery Cards, Get an Extra Scan. Credit Card Management. Thomson Media p}}
		,
	author={{
			KateFitzgerald
		}}
		
			,
	year={March, 2004}
			
		
	

}

@incollection{b19,
	
	
		,
	title={{Daryl 0. Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees}}
		,
	author={{
			MichaelDHartline
		} and {
			JamesGMaxham
		} and {
			Iii
		} and {
			Mckee
		}}
		
		
		
	
	
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	journal={{The Journal of Marketing}}
		
			64
			2
			
			,
	year={Apr., 2000}
			,
	publisher={American Marketing Association}
		
	
	,
	note={Published by}

}

@incollection{b20,
	
	
		,
	title={{Customer Satisfaction Incentives}}
		,
	author={{
			JohnR ;Hauser
		} and {
			DuncanI ;Simester
		} and {
			Wernerfelt
		} and {
			-Birger
		}}
		
		
		
	
	
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			4
			
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@incollection{b21,
	
	
		,
	title={{Differences in Consumer Purchase Behavior by Credit Card Payment System}}
		,
	author={{
			ElizabethCHirschman
		}}
	
	
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	journal={{The Journal of Consumer Research}}
		
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	publisher={The University of Chicago Press}
		
	
	,
	note={Published by}

}

@book{b22,
	
	
		,
	title={{}}
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	author={{
			PatriciaHuddleston
		}}
		
	

}

@book{b23,
	
	
		,
	title={{}}
		,
	author={{
			JudithWhipple
		}}
		
	

}

@incollection{b24,
	
	
		,
	title={{Food store loyalty: Application of a consumer loyalty framework}}
		,
	author={{
			AmyVanauken
		}}
	
	
		,
	journal={{Journal of Targeting, Measurement and Analysis for Marketing}}
		
			12
			
			,
	year={2004}
			,
	publisher={Henry Stewart Publications}
		
	

}

@incollection{b25,
	
	
		,
	title={{Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer}}
		,
	author={{
			DawnIacobucci
		} and {
			AmyOstrom
		}}
		
	
	
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	journal={{Journal of Consumer Psychology}}
		
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			3
			
			,
	year={1995}
			,
	publisher={Lawrence Erlbaum Associates, Inc.p}
		
	

}

@incollection{b26,
	
	
		,
	title={{True vendor loyalty or simply repeat purchase behavior?}}
		,
	author={{
			LPJarvis
		} and {
			JBWilcox
		}}
		
	
	
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	year={1977}
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}

@incollection{b27,
	
	
		,
	title={{Brand loyalty vs. repeat purchasing behavior}}
		,
	author={{
			JJacoby
		} and {
			DBKyner
		}}
		
	
	
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	year={February. 1973}
		
	

}

@incollection{b28,
	
	
		,
	title={{Conceptualizing, measuring, and managing customer-based brand equity}}
		,
	author={{
			KLKeller
		}}
	
	
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	journal={{Journal of Marketing}}
		
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			3
			
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	year={1993}
		
	

}

@incollection{b29,
	
	
		,
	title={{The Idiosyncratic Fit Heuristic: Effort Advantage as a Determinant of Consumer Response to Loyalty Programs}}
		,
	author={{
			RanKivertz
		} and {
			IamarSimonson
		}}
		
	
	
		,
	journal={{Journal of Marketing Research}}
		
			40
			4
			
			,
	year={Nov. 2003}
			,
	publisher={American Marketing Association}
		
	
	,
	note={Published by}

}

@book{b30,
	
	
		,
	title={{According to Kotler: The World's Foremost Authority on Marketing Answers Your Questions}}
		,
	author={{
			PhilipKotler
		}}
		
			,
	year={2005}
			,
	publisher={Prentice-Hall. Paperback, Book}
		
	

}

@incollection{b31,
	
	
		,
	title={{Which Retailers Adopt a Loyalty Program? An Empirical Study}}
		,
	author={{
			JornaLeeheer
		} and {
			TammoH ABijmolt
		}}
		
	
	
		,
	journal={{Journal of Retailing and Consumer Services}}
		
			15
			6
			
			,
	year={2008}
		
	

}

@incollection{b32,
	
	
		,
	title={{Competing Loyalty Programs: Impact of Market Saturation, Market Share, and Category Expandability}}
		,
	author={{
			YupingLiu
		} and {
			&Yang
		} and {
			Rong
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			73
			
			,
	year={January, 2009}
		
	

}

@incollection{b33,
	
	
		,
	title={{Building Brand Community}}
		,
	author={{
			JHMacalexander
		} and {
			JWShouten
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			
			,
	year={2002}
		
	
	,
	note={v.66, n.1}

}

@incollection{b34,
	
	
		,
	title={{The influence of loyalty program membership on customer purchase behavior}}
		,
	author={{
			LarsMeyer-Waarden
		}}
	
	
		,
	journal={{European Journal of Marketing}}
		
			42
			1
			
			,
	year={2008}
		
		
			Department of Management and Cognition Sciences University Toulouse III Paul Sabatier
		
	

}

@incollection{b35,
	
	
		,
	title={{The CRM process in retail and service sector firms in Japan: Loyalty development and financial return}}
		,
	author={{
			ChiekoMinami
		} and {
			Dawson
		} and {
			John
		}}
		
		
	
	
		,
	journal={{Journal of Retailing and Consumer Services}}
		
			15
			
			,
	year={2008}
		
	

}

@incollection{b36,
	
	
		,
	title={{Investigating the Satisfaction, Repurchase intent and Repurchase Behavior}}
		,
	author={{
			Mittal
		} and {
			KamakuraAVikas
		} and {
			Wagner
		}}
		
		
	
	
		,
	booktitle={{ABI/INFORM Global pg}}
				
			,
	year={Feb. 2001}
			38
			31
		
	
	,
	note={JMR}

}

@incollection{b37,
	
	
		,
	title={{Whence consumer loyalty}}
		,
	author={{
			RLOliver
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
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	year={1999}
		
	
	,
	note={Special Issue}

}

@incollection{b38,
	
	
		,
	title={{Program Perceived Value and Program Satisfaction influences on Store Loyalty}}
		,
	author={{
			NorOmar
		} and {
			Asiah
		} and {
			RosidahMusa
		} and {
			Nazri
		} and {
			MuhamadAzrin
		}}
		
		
		
		
	
	
		,
	journal={{Gadjah Mada International Journal of Business}}
		
	

}

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		,
	title={{}}
		,
	author={{
			September-December
		}}
		
			,
	year={2007}
			9
			
		
	

}

@book{b40,
	
	
		,
	title={{}}
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	author={{
			RobertWPalmatier
		}}
		
	

}

@book{b41,
	
	
		,
	title={{}}
		,
	author={{
			CherylJarvis
		} and {
			Burke
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@incollection{b42,
	
	
		,
	title={{The Role of Customer Gratitude in Relationship Marketing}}
		,
	author={{
			JeniferRBechkoff
		} and {
			Kardes
		} and {
			RFrank
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
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	year={September 2009}
		
	

}

@book{b43,
	
	
		,
	title={{The role of multichannel integration in customer relationship management}}
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	author={{
			AdrianPayne
		} and {
			Frow
		} and {
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		}}
		
		
		
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	publisher={Industrial Marketing Management}
		
	

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		,
	title={{}}
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	author={{
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	year={2004}
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@incollection{b45,
	
	
		,
	title={{The medium effect in loyalty programs.Paper#3}}
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	author={{
			KlausPeine
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
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	year={2007}
		
	

}

@incollection{b46,
	
	
		,
	title={{Stimulating retail sales and upholding customer value}}
	
	
		,
	journal={{Journal of Retail & Leisure Property}}
		
	

}

@book{b47,
	
	
		,
	title={{The Loyalty Effect: The Hidden Force behind Growth, Profits and Lasting Value}}
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	author={{
			FrederickReichheld
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	year={1996}
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	publisher={Harvard Business School}
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	address={Boston}
		
	

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@incollection{b48,
	
	
		,
	title={{Perceived value, customer attitude and loyalty in retailing}}
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	author={{
			MariaRuiz-Molina
		} and {
			Gil-Saura
		} and {
			Irene
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		10.1057/rlp.2008.21
	
	
		,
	journal={{Journal of Retail and Leisure Property}}
		
			7
			
			,
	year={October, 2008}
		
	
	,
	note={published online}

}

@book{b49,
	
	
		,
	title={{Loyalty Programs Suffer from One-Size-Fits-All Approach}}
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	author={{
			TomRyan
		}}
		
			,
	year={October, 2008}
		
	
	,
	note={Retail Wire}

}

@book{b50,
	
	
		,
	title={{Multi-medium reward programs}}
		,
	author={{
			MShi
		} and {
			XLi
		} and {
			DSoman
		}}
		
		
		
	
	,
	note={Working paper, Graduate School of}

}

@incollection{b51,
	
	
		,
	title={{Customer frustration in loyalty programs, Department of Services Management}}
		,
	author={{
			Bernd;Stauss
		} and {
			MaxieSchmidt
		} and {
			AndreasSchoeler
		}}
		
		
	
	
		,
	journal={{Germany International Journal of Service Industry Management}}
		
			16
			3
			
			,
	year={2005}
		
		
			Catholic University of Eichstaett-Ingolstadt
		
	

}

@incollection{b52,
	
	
		,
	title={{Models of consumer satisfaction formation: An extension}}
		,
	author={{
			DKTse
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			PCWilton
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	year={1988}
		
	

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@incollection{b53,
	
	
		,
	title={{The impact of Porter's strategy types on the role of market research and customer relationship management}}
		,
	author={{
			MichaelJValos
		} and {
			DavidHBednall
		}}
		
	
	
		,
	journal={{Marketing Intelligence & Planning}}
		
			25
			2
			
			,
	year={2007}
		
	

}

@incollection{b54,
	
	
		,
	title={{Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development}}
		,
	author={{
			PeterCVerhoef
		}}
	
	
		,
	journal={{The Journal of Marketing}}
		
			67
			4
			
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	year={Oct.2003}
		
	

}

@incollection{b55,
	
	
		,
	title={{Does Customer Demotion Jeopardize Loyalty}}
		,
	author={{
			Tilmann;Wagner
		} and {
			Hennig-Thurau
		} and {
			&Thorsten
		} and {
			ThomasRudolph
		}}
		
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			73
			
			,
	year={May, 2009}
		
	

}

@incollection{b56,
	
	
		,
	title={{Customer Value Analysis in a Heterogeneous Market}}
		,
	author={{
			WayneSDesarbo
		} and {
			Kamel
		} and {
			Jedidi
		} and {
			Indrajit
		} and {
			Sinha
		}}
		
		
		
		
	
	
		,
	journal={{Strategic Management Journal}}
		
			22
			9
			
			,
	year={Sep.2001}
		
	

}

@incollection{b57,
	
	
		,
	title={{A Framework for Customer Relationship Management}}
		,
	author={{
			RusselliSWiner
		}}
	
	
		,
	journal={{California Management Review}}
		
			43
			4
			
			,
	year={2001}
		
	

}

@incollection{b58,
	
	
		,
	title={{A Consumer Purchasing Model with Learning and Departure Behavior}}
		,
	author={{
			CWu
		} and {
			H.-LChen
		} and {
			-"
		}}
		
		
	
	
		,
	journal={{The Journal of the Operational Research Society}}
		
			51
			5
			
			,
	year={May. 2000}
		
	

}

@incollection{b59,
	
	
		,
	title={{Effects of Loyalty Programs on Value Perception, Program Loyalty, and Brand Loyalty}}
		,
	author={{
			YoujaeYi
		} and {
			Jeon
		} and {
			Hoseong
		}}
		
		
	
	
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			229
			,
	year={2003}
		
	

}

@incollection{b60,
	
	
		,
	title={{SERQUAL: A multiple-Item Scale for Measuring Consumer Perceptions of Service Quality}}
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	author={{
			ValarieA ;Zeithaml
		} and {
			Berry
		} and {
			LLeonard
		} and {
			AParasuraman
		}}
		
		
		
	
	
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@incollection{b61,
	
	
		,
	title={{The Behavioral Consequences of Service Quality}}
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	author={{
			ValarieA ;Zeithaml
		} and {
			Berry
		} and {
			LLeonard
		} and {
			AParasuraman
		}}
		
		
		
	
	
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@incollection{b62,
	
	
		,
	title={{Brand personality of retailers -an analysis of its applicability and its effect on store loyalty The International Review of Retail}}
		,
	author={{
			Joachim;Zentes
		} and {
			DirkMorschett
		} and {
			Schramm-Klein
		} and {
			Hana
		}}
		
		
		
	
	
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	journal={{Distribution and Consumer Research}}
		
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			2
			
			,
	year={May 2008}
		
	

}