@incollection{, 736781DD94E377F3A38AE7F232982CDE , author={{Chan ChengYee} and {RashadYazdanifard} and {}}, journal={{Global Journal of Management and Business Research}}, journal={{GJMBR}}2249-45880975-585310.34257/GJMBR, address={Cambridge, United States}, publisher={Global Journals Organisation}1421320 } @incollection{b0, , title={{Strengthening the satisfaction-profit chain}} , author={{ EWAnderson } and { VMittal }} , journal={{Journal of Service Research}} 3 , year={2000} } @book{b1, , title={{Key Factors in Guest Satisfaction, Cornell Hotel and Restaurant Administration Quarterly}} , author={{ ECadotte } and { NTurgeon }} , year={1988} 28 } @incollection{b2, , title={{A descriptive model of online shopping process: some empirical results}} , author={{ SJCheng } and { TZChang }} , journal={{International Journal of Service Industry Management}} 14 , year={2003} } @incollection{b3, , title={{Understanding Consumer Percep tion towards Brand Archetypes for selected Brand}} , author={{ GDave }} , booktitle={{International Conference on Technology and Business Management}} , year={2013} 18 } @incollection{b4, , title={{Total Quality Management in Services Part 2: Service Quality}} , author={{ JADotchin } and { JOakland }} , journal={{International Journal of Quality & Reliability Management}} 11 , year={1994} } @book{b5, , title={{Study on Brand Switching In Consumer Products}} , author={{ Dr } and { Rajesh } and { GUmeshannad }} , year={2008} Disha Institute of Management and Technology Raipur } @incollection{b6, , title={{Warranties, moral hazard, and the lemons problem}} , author={{ WEmons }} , journal={{Journal of Economic Theory}} 46 , year={1988} } @incollection{b7, , title={{Understanding continued information technology usage behaviour: a comparison of three models in the context of mobile internet}} , author={{ SJHong } and { JY LThong } and { KYTam }} , journal={{Decision Support Systems}} 42 , year={2006} } @incollection{b8, , title={{Customer satisfaction and retail banking: an Assessment of Some of the Key Antecedents of Customer Satisfaction in Retail Banking}} , author={{ AJamal } and { KNaser }} , journal={{International Journal of Bank Marketing}} 20 4 , year={2002} } @incollection{b9, , title={{Customer' Perceptions of Online retailing service quality and their satisfaction}} , author={{ MJun } and { DKim }} , journal={{International Journal Of Quality & Reliability Management}} 21 8 , year={2013} } @book{b10, , title={{Strategic Brand Management: Building, Managing and Measuring Brand Equity}} , author={{ KKeller }} , year={2003} , publisher={Pearson Education Upper} , address={Saddle River, NJ} } @incollection{b11, , title={{Creating value for online shoppers: implications for satisfaction and loyalty}} , author={{ EJLee } and { JWOverby }} , journal={{Journal of Consumer Satisfaction and Complaining Behavior}} 17 , year={2004} } @incollection{b12, , title={{Evaluating e-commerce Functionality: with a focus on customer service}} , author={{ NancyJLightner }} , journal={{Communications of the ACM}} 47 10 88 , year={2004} } @incollection{b13, , title={{Estimating Zones of Tolerance in Perceived Service Quality and Perceived Service Value}} , author={{ VLiljander } and { TStrandvik }} , journal={{International Journal of Service Industry Management}} 4 2 , year={1993} } @book{b14, , author={{ FLin } and { YLo } and { YSung }} , title={{Effect of Switching Cost and Trust and Information Sharing On Supply Chain" Hawaii International Conference}} , year={2006} } @incollection{b15, , title={{How Perceived Risk Affects Online Buying}} , author={{ SMartin } and { CCamarero }} , journal={{Emerald Online Information Review}} 33 , year={2008} } @incollection{b16, , title={{Measures of Perceived Interactivity: An Exploration of the Role of Direction of Communication, User Control, and Time in Shaping Perceptions of Interactivity}} , author={{ SJ J SMcmillan } and { Hwang }} , journal={{Journal of Advertising}} 31 3 , year={2002} } @incollection{b17, , author={{ VMittal } and { WAKamakura }} , booktitle={{Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics}} , year={2001} 38 } @book{b18, , title={{Service Quality, Customer Satisfaction and Loyalty: A test of Mediation}} , author={{ RMosahab } and { OMahamad } and { TRamayah }} , year={2010} , publisher={International Business Research} } @incollection{b19, , title={{Satisfaction is nice, but value drives loyalty}} , author={{ WDNeal }} , journal={{Journal of Marketing Research}} , year={1999} } @book{b20, , title={{Marketing for Services: Competing through Quality}} , author={{ AParasuraman } and { LLBerry }} , year={1991} , publisher={The Free Press} , address={New York, NY} } @incollection{b21, , title={{SERVQUAL: "A multiple item scale for measuring customer perceptions of service quality}} , author={{ AParasuraman } and { VZeithaml } and { LBerry }} , journal={{Journal of Retailing}} 64 1 , year={1988} } @incollection{b22, , title={{The Influence of Brand Recognition on Retail Store Image}} , author={{ PorterStephen } and { ClaycombCindy }} , journal={{Journal of Product and Brand Management}} 6 373 , year={1997} } @incollection{b23, , title={{Customer satisfaction and loyalty in online and offline environments}} , author={{ VShankar } and { ASmith } and { ARangaswamy }} , journal={{International Journal of Research in Marketing}} 20 , year={2003} } @book{b24, , title={{Warranty Data Analysis: A review}} , author={{ WShaomin }} , year={2012} , publisher={Wiley Online Library} 28 } @incollection{b25, , title={{E-services and their role in B2C e-commerce}} , author={{ MSingh }} , journal={{Managing Service Quality}} 12 , year={2002} } @incollection{b26, , title={{The relationship of differential with perceived quality and behavioural intentions}} , author={{ SRSwanson } and { JCDavis }} , journal={{Journal of Services Marketing}} 17 , year={2003} } @incollection{b27, , title={{Strategies for reducing consumers' risk aversion in internet shopping}} , author={{ SJTan }} , journal={{Journal of Consumer Marketing}} 16 2 , year={1999} } @incollection{b28, , title={{How do consumers evaluate internet retail service quality?}} , author={{ PJTrocchia } and { SJanda }} , booktitle={{ournal of Services Marketing}} 17 , year={2003} } @book{b29, , title={{Experiences in developing a fair-exchange e-commerce protocol using common off-the-shelf components}} , author={{ IRay } and { HZhang }} , year={2008} } @incollection{b30, , title={{}} , journal={{Electronic Commerce Research and Applications}} 7 2 } @incollection{b31, , title={{E-loyalty: Your Secret Weapon on the Web}} , author={{ FFReichhed } and { Schefter }} , journal={{Harvard Business Review}} 78 , year={2000} } @incollection{b32, , title={{Learning from customer defections}} , author={{ FFReichheld }} , journal={{Harvard Business Review}} 74 , year={1996} } @incollection{b33, , title={{The moderating effect of on-line experience on the Switching Costs}} , author={{ WRodgers } and { SNegash } and { KSuk }} , journal={{Journal of Pyshology &Marketing}} 21 , year={2005} } @incollection{b34, , title={{Service quality delivery through web sites: a critical review of extant knowledge}} , author={{ VZeithalm } and { AParasuraman } and { AMalhotra }} , journal={{Journal of the Academy of Marketing Science}} 30 4 , year={2000} } @incollection{b35, , title={{}} , journal={{Books}} } @book{b36, , title={{Internet Commerce. USA : Don Fowley}} , author={{ AndrewDahl & Leslie Lesnick }} , year={1996} } @book{b37, , title={{The Essential Brand Book}} , author={{ IEllwood }} , year={2002} , address={Koganpage, London} } @book{b38, , title={{Selling in the quality era}} , author={{ GHPeeler }} , year={1996} , address={Blackwell Business, USA} } @incollection{b39, , title={{Consumer Behaviour, A European Perspective}} , author={{ MSolaman } and { S&bamossy G. &askegaard } and { MHogg }} , journal={{Financial Times}} , year={2009} , publisher={Prentice Hall} } @book{b40, , title={{Service Marketing: Integrating Customer Focus Across the Firm}} , author={{ ZeithamlWilson } and { GremlerBitner }} , year={2008} , publisher={McGraw-Hill Education} , address={Berkshire} } @book{b41, , title={{}} , author={{ Website }} } @book{b42, , title={{Business Definition for Brand Switching}} , author={{ Allbusiness } and { Com }} , year={2014} } @book{b43, , title={{Advantages And Disadvantages Of Ecommerce}} , author={{ Seo }} , year={2012} } @book{b44, , title={{5 Steps to Understanding your Customer's buying process}} , author={{ EJohnston }} , year={2013} } @book{b45, , title={{The step of Purchase decision}} , author={{ Boundless }} , year={2014} }