@incollection{,
	
					
					
					C7BCB19B815EFCC7ECF5E982571DE3BA
				,
	author={{M.YousafRaza} and {KhalidLatif} and {TariqRafiq} and {MOHI UD DIN ISLAMIC UNIVERSITY ISLAMABAD PAKISTAN}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1551727
}

@incollection{b0,
	
	
		,
	title={{Multiple-Product Firms and Product Switching}}
		,
	author={{
			ABBernard
		} and {
			SJRedding
		} and {
			PKSchott
		}}
		
		
	
	
		,
	journal={{American Economic Review}}
		
			100
			1
			
			,
	year={2010}
		
	

}

@book{b1,
	
	
		,
	title={{Organizational Responses to Consumer Complaints: An Approach to Understanding the Effectiveness of Remedial Accounts}}
		,
	author={{
			SSBolkan
		}}
		
			,
	year={2007}
			
		
		
			The University of Texas at Austin
		
	

}

@incollection{b2,
	
	
		,
	title={{Interactive Services: A Framework, Synthesis and Research Directions}}
		,
	author={{
			RBolton
		} and {
			SSIyer
		}}
		
	
	
		,
	journal={{Journal of Interactive Marketing}}
		
			23
			
			,
	year={2009}
		
	

}

@incollection{b3,
	
	
		,
	title={{Do Intentions Really Predict Behavior? Self-Generated Validity effects in survey research}}
		,
	author={{
			PChandon
		} and {
			VGMorwitz
		} and {
			WJReinartz
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			69
			
			,
	year={2005}
		
	

}

@incollection{b4,
	
	
		,
	title={{Customer Switching Patterns in Competitive and Noncompetitive Service Industries}}
		,
	author={{
			BEdvardsson
		} and {
			IRoos
		} and {
			AGustafsson
		}}
		
		
	
	
		,
	journal={{Journal of Service Research}}
		
			10
			10
			
			,
	year={2004}
		
	

}

@book{b5,
	
	
		,
	title={{A Mediation Model of Tourists' Repurchase Intentions for Packaged Tour Services}}
		,
	author={{
			YHe
		} and {
			HSong
		}}
		
		
			,
	year={2007}
			,
	publisher={Pre-Published Version}
			
		
	

}

@incollection{b6,
	
	
		,
	title={{Survey of smokers' reasons for not switching to safer sources of nicotine and their willingness to do so in the future}}
		,
	author={{
			KKHeavner
		} and {
			ZRosenberg
		} and {
			CVPhillips
		}}
		
		
	
	
		,
	journal={{Harm Reduction Journal}}
		
			
			,
	year={2009}
		
	

}

@incollection{b7,
	
	
		,
	title={{The State of e-Banking Implementation in Nigeria: A Post-Consolidation Review}}
		,
	author={{
			K
		} and {
			AC
		} and {
			O
		} and {
			AJ& A
		} and {
			OA
		}}
		
		
		
		
	
	
		,
	journal={{Journal of Emerging Trends in Economics and Management Sciences}}
		
			1
			1
			
			,
	year={2010}
		
	

}

@incollection{b8,
	
	
		,
	title={{The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainants}}
		,
	author={{
			AKau
		} and {
			EWLoh
		}}
		
	
	
		,
	journal={{Journal of Services Marketing}}
		
			20
			2
			
			,
	year={2006}
		
	

}

@incollection{b9,
	
	
		,
	title={{The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainants}}
		,
	author={{
			AKau
		} and {
			EWLoh
		}}
		
	
	
		,
	journal={{Journal of Services Marketing}}
		
			20
			2
			
			,
	year={2006}
		
	

}

@incollection{b10,
	
	
		,
	title={{The determinants of perceived service quality and its relationship with satisfaction}}
		,
	author={{
			HLee
		} and {
			DYoo
		} and {
			YLee
		}}
		
		
	
	
		,
	journal={{Journal of services marketing}}
		
			14
			3
			
			,
	year={2000}
		
	

}

@incollection{b11,
	
	
		,
	title={{Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions}}
		,
	author={{
			JGMaxham
		}}
	
	
		,
	journal={{Journal of Business Research}}
		
			54
			
			,
	year={2001}
		
	

}

@incollection{b12,
	
	
		,
	title={{Challenges of Marketing Ebanking Services in a Developing Country: The Case of Ghana}}
		,
	author={{
			BNarteh
		}}
	
	
		,
	journal={{Journal of Internet Banking and Commerce}}
		
			17
			2
			
			,
	year={2012}
		
	

}

@incollection{b13,
	
	
		,
	title={{Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent}}
		,
	author={{
			RGNetemeyer
		} and {
			JGMaxham
		}}
		
	
	
		,
	journal={{Journal of Retailing}}
		
			78
			
			,
	year={2002}
		
	

}

@book{b14,
	
	
		,
	title={{}}
		,
	author={{
			LHNishii
		} and {
			DPLepak
		} and {
			BSchneider
		}}
		
		
		
			,
	year={2008}
		
	

}

@book{b15,
	
	
		,
	title={{Employee Attributions of the "Why" of HR Practices: Their Effects on Employee Attitudes and Behaviors, and Customer Satisfaction. Employee Attributions of the Why}}
				
			
		
	

}

@incollection{b16,
	
	
		,
	title={{Managing Banks amid Information and Computer Technology: paradigms in Kenya}}
		,
	author={{
			RNyangosi
		} and {
			SNNyang'au
		} and {
			HGMagusa
		}}
		
		
	
	
		,
	journal={{Journal of internet banking and commerce}}
		
			
			,
	year={2007}
		
	

}

@incollection{b17,
	
	
		,
	title={{E-Banking: A Case Study of Askari Commercial Bank Pakistan}}
		,
	author={{
			NDOye
		} and {
			MAShakil
		} and {
			NAIahad
		}}
		
		
	
	
		,
	journal={{International Journal of Engineering Research and Applications}}
		
			1
			3
			
			,
	year={2006}
		
	

}

@incollection{b18,
	
	
		,
	title={{The Utilization of Ecological Themes in State and Local Government Tourism Magazine Commercials: An Assessment}}
		,
	author={{
			RTPeterson
		}}
	
	
		,
	journal={{Journal of Hospitality & Leisure Marketing}}
		
			6
			4
			
			,
	year={2000}
		
	

}

@incollection{b19,
	
	
		,
	title={{An Integrated Analysis Framework for Customer Value, Customer Satisfactory, Switching barriers, Repurchase Intention and Attitudinal Loyalty: Evidences from China Mobile Data Services}}
		,
	author={{
			YQuanfu
		} and {
			SQian
		} and {
			SPeiji
		}}
		
		
	
	
		,
	journal={{Management Science and Engineering}}
		
			5
			3
			
			,
	year={2011}
		
	

}

@incollection{b20,
	
	
		,
	title={{Some moderating effects on the service quality-customer retention link}}
		,
	author={{
			CRanaweera
		} and {
			ANeely
		}}
		
	
	
		,
	journal={{International Journal of Operations & Production Management}}
		
			23
			2
			
			,
	year={2003}
		
	

}

@incollection{b21,
	
	
		,
	title={{Determinants affecting consumer complaining behavoir: a study in a university of pakistan}}
		,
	author={{
			MRizwan
		} and {
			SHSyed Hassanali
		} and {
			SAkhter
		} and {
			YAbbas
		} and {
			AKanwal
		} and {
			SIqbal
		}}
		
		
		
		
		
	
	
		,
	journal={{Asian Journal of Empirical Research}}
		
			3
			2
			
			,
	year={2004}
		
	

}

@incollection{b22,
	
	
		,
	title={{Customer Switching Patterns in Competitive and Noncompetitive Service Industries}}
		,
	author={{
			IRoos
		} and {
			BEdvardsson
		} and {
			AGustafsson
		}}
		
		
	
	
		,
	journal={{Journal of Service Research}}
		
			10
			10
			
			,
	year={2004}
		
	

}

@incollection{b23,
	
	
		,
	title={{Service quality, satisfaction, and behavioural intentions}}
		,
	author={{
			GCSaha
		} and {
			Theingi
		}}
		
	
	
		,
	journal={{Managing Service Quality}}
		
			19
			3
			
			,
	year={2009}
		
	

}

@book{b24,
	
	
		,
	title={{A Mediation Model of Tourists' Repurchase Intentions for Packaged Tour Services}}
		,
	author={{
			HSong
		} and {
			YHe
		}}
		
		
			,
	year={2008}
			,
	publisher={Pre-Published Version}
			
		
	

}

@incollection{b25,
	
	
		,
	title={{Customer loyalty in e-commerce: an exploration of its antecedents and consequences}}
		,
	author={{
			SSSrinivasan
		} and {
			RAnderson
		} and {
			KPonnavolu
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			78
			
			,
	year={2002}
		
	

}

@incollection{b26,
	
	
		,
	title={{The Effect of Switching Barriers Types on Customer}}
		,
	author={{
			FValenzuela
		}}
	
	
		,
	journal={{International Review of Business Research Papers}}
		
			8
			1
			
			,
	year={2012}
		
	

}

@incollection{b27,
	
	
		,
	title={{Electronic Word of Mouth: Motives for and Consequences of Reading Customer Articulations on the Internet}}
		,
	author={{
			GWalsh
		} and {
			THThurau
		}}
		
	
	
		,
	journal={{International Journal of Electronic Commerce}}
		
			8
			2
			
			,
	year={2004}
		
	

}

@incollection{b28,
	
	
		,
	title={{Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs}}
		,
	author={{
			ZYang
		} and {
			RTPeterson
		}}
		
	
	
		,
	journal={{Psychology & Marketing}}
		
			21
			10
			
			,
	year={2004}
		
	

}

@incollection{b29,
	
	
		,
	title={{Salesperson Cooperation: The Influence of Relational, Task, Organizational, and Personal Factors}}
		,
	author={{
			CYilmaz
		} and {
			SDHunt
		}}
		
	
	
		,
	journal={{Journal of the academy of marketing science}}
		
			29
			4
			
			,
	year={2001}
		
	

}

@incollection{b30,
	
	
		,
	title={{Customer Satisfaction with Game and Service Experiences: Antecedents and Consequences}}
		,
	author={{
			MYoshida
		} and {
			JDJames
		}}
		
	
	
		,
	journal={{Journal of Sport Management}}
		
			24
			
			,
	year={2010}
		
	

}

@incollection{b31,
	
	
		,
	title={{Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior}}
		,
	author={{
			ADAthanassopoulos
		}}
	
	
		,
	journal={{Journal of Business Research}}
		
			47
			
			,
	year={2000}
		
	

}

@book{b32,
	
	
		,
	title={{E-Banking in Developing Econoy: Epirical evidence from Nigeria. ournal of applied quantative methods}}
		,
	author={{
			EMAuta
		}}
		
			,
	year={2010}
			5
			
		
	

}

@incollection{b33,
	
	
		,
	title={{Price Based Global Market Segmentation for Services}}
		,
	author={{
			RNBolton
		} and {
			MBMyers
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			68
			
			,
	year={2003}
		
	

}

@incollection{b34,
	
	
		,
	title={{Interactive Services: A Framework, Synthesis and Research Directions}}
		,
	author={{
			RBolton
		} and {
			SSaxena Iyer
		}}
		
	
	
		,
	journal={{Journal of Interactive Marketing}}
		
			23
			
			,
	year={2009}
		
	

}

@incollection{b35,
	
	
		,
	title={{Customer Orientation: Effects on Customer Service Perceptions and Outcome Behaviors}}
		,
	author={{
			MKBrady
		} and {
			&J JosephCronin
		} and {
			JJJr
		}}
		
		
	
	
		,
	journal={{Journal of Service Research}}
		
			3
			3
			
			,
	year={2001}
		
	

}

@incollection{b36,
	
	
		,
	title={{Explorations of National Culture and Wordof-Mouth Referral Behavior in the Purchase of Industrial Services in the United States and Japan}}
		,
	author={{
			BruceMoney
		} and {
			RBGilly
		} and {
			MCGraham
		} and {
			JL
		}}
		
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			62
			
			,
	year={1988}
		
	

}

@incollection{b37,
	
	
		,
	title={{Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan}}
		,
	author={{
			CFChen
		}}
	
	
		,
	journal={{Transportation Research Part A}}
		
			42
			
			,
	year={2008}
		
	

}

@book{b38,
	
	
		,
	title={{How destination image and evaluative factors affect behavioral intentions? Tourism Management}}
		,
	author={{
			CFChen
		} and {
			DCTsai
		}}
		
		
			,
	year={2007}
			
		
	

}

@incollection{b39,
	
	
		,
	title={{A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics}}
		,
	author={{
			BCooil
		} and {
			TLKeiningham
		} and {
			LAksoy
		} and {
			MHsu
		}}
		
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			71
			
			,
	year={2007}
		
	

}

@incollection{b40,
	
	
		,
	title={{Effects on Customer Service Perceptions and Outcome Behaviors}}
		,
	author={{
			JJCronin
		} and {
			MKBrady
		}}
		
	
	
		,
	journal={{Journal of Service Research}}
		
			3
			3
			
			,
	year={2001}
		
	

}

@book{b41,
	
	
		,
	title={{Determinents of Expedious Complaint Redressel in Banks. Goa: prof A. Sreeekumar}}
		,
	author={{
			PGDesaii
		}}
		
			,
	year={2004}
		
	

}

@incollection{b42,
	
	
		,
	title={{Dissatisfied consumers' complaint behaviour concerning product failure of major electrical household appliances a conceptual framework}}
		,
	author={{
			SDonoghue
		} and {
			HMDe Klerk
		}}
		
	
	
		,
	journal={{Journal of Family Ecology and Consumer Sciences}}
		
			34
			
			,
	year={2006}
		
	

}

@incollection{b43,
	
	
		,
	title={{Is ''service with a smile'' enough? Authenticity of positive displays during service encounters}}
		,
	author={{
			AAGrandey
		} and {
			GMFisk
		} and {
			ASMattila
		} and {
			KJJansen
		} and {
			LASideman
		}}
		
		
		
		
	
	
		,
	journal={{Organizational Behavior and Human Decision Processes}}
		
			96
			
			,
	year={2005}
		
	

}

@incollection{b44,
	
	
		,
	title={{Generating positive Generating positive through customer employee relationships}}
		,
	author={{
			DDGremler
		} and {
			KPGwinner
		} and {
			SWBrown
		}}
		
		
	
	
		,
	journal={{International Journal of Service Industry Management}}
		
			12
			1
			
			,
	year={2001}
		
	

}

@incollection{b45,
	
	
		,
	title={{Generating positive word-of-mouth communication through customer employee relationships}}
		,
	author={{
			KPGwinner
		} and {
			DDGremler
		} and {
			SWBrown
		}}
		
		
	
	
		,
	journal={{International Journal of Service Industry Management}}
		
			12
			1
			
			,
	year={2001}
		
	

}

@incollection{b46,
	
	
		,
	title={{Determinents of Expeditious coplaint Redressel in banks}}
		,
	author={{
			HegdeDesai
		} and {
			PG
		}}
		
	
	
		,
	journal={{GOA UNIVERSITY: A. SREEKUMAR}}
		
			,
	year={2004}
		
	

}

@incollection{b47,
	
	
		,
	title={{Salesperson Cooperation: The Influence of Relational, Task, Organizational, and Personal Factors}}
		,
	author={{
			SDHunt
		} and {
			CYilmaz
		}}
		
	
	
		,
	journal={{Journal of the Academy of Marketing Science}}
		
			29
			4
			
			,
	year={2001}
		
	

}

@incollection{b48,
	
	
		,
	title={{Electronic Bankin in Nigeria: Challenges of the Reulatory authorities and the way forward}}
		,
	author={{
			I
		} and {
			DA
		}}
		
	
	
		,
	journal={{International Journal of Economic Development Research and Investment}}
		
			2
			1
			
			,
	year={2011}
		
	

}

@incollection{b49,
	
	
		,
	title={{«Friendly» complaining behaviors: toward a relational approach}}
		,
	author={{
			PIsabelle
		} and {
			PBernard
		}}
		
	
	
		,
	journal={{Journal of Market-Focused Management}}
		
			3
			3-4
			
			,
	year={1999}
		
	

}

@incollection{b50,
	
	
		,
	title={{A framework for comparing customer satisfaction across individuals and product categories}}
		,
	author={{
			MDJohnson
		} and {
			CFornell
		}}
		
	
	
		,
	journal={{Journal of Economic Psychology}}
		
			12
			
			,
	year={1991}
		
	

}

@incollection{b51,
	
	
		,
	title={{Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes}}
		,
	author={{
			MAJonesa
		} and {
			DLMothersbaugh
		} and {
			SEBeatty
		}}
		
		
	
	
		,
	journal={{Journal of Business Research}}
		
			55
			
			,
	year={2002}
		
	

}

@incollection{b52,
	
	
		,
	title={{Effects of Switching Barriers on Satisfaction, Repurchase Intentions and Attitudinal Loyalty}}
		,
	author={{
			CRJulander
		} and {
			MSoderlund
		}}
		
	
	
		,
	journal={{SSE/EFI}}
		
			
			,
	year={2003}
		
	

}

@incollection{b53,
	
	
		,
	title={{Dissatisfied consumers' complaint behaviour concerning product failure of major electrical household appliances a conceptual framework}}
		,
	author={{
			HMKlerk
		} and {
			SDonoghue
		}}
		
	
	
		,
	journal={{Journal of Family Ecology and Consumer Sciences}}
		
			34
			
			,
	year={2006}
		
	

}

@incollection{b54,
	
	
		,
	title={{Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study}}
		,
	author={{
			MKMichbradya
		} and {
			CJRobertson
		}}
		
	
	
		,
	journal={{Journal of Business Research}}
		
			51
			
			,
	year={2001}
		
	

}

@incollection{b55,
	
	
		,
	title={{The behavioral consequences of PC banking}}
		,
	author={{
			NPMols
		}}
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			6
			5
			
			,
	year={1998}
		
	

}

@incollection{b56,
	
	
		,
	title={{Complaining behavior of public library users in south korea}}
		,
	author={{
			DGOh
		}}
	
	
		,
	journal={{Library & Information Science Research}}
		
			25
			
			,
	year={2003}
		
	

}

@incollection{b57,
	
	
		,
	title={{The Utilization of Ecological Themes in State and Local Government Tourism Magazine Commercials: An Assessment}}
		,
	author={{
			RTPeterson
		}}
	
	
		,
	journal={{Journal of hospitality & leisure marketing}}
		
			6
			4
			
			,
	year={2000}
		
	

}

@incollection{b58,
	
	
		,
	title={{An Integrated Analysis Framework for Customer Value, Customer Satisfactory, Switching Barriers, Repurchase Intention and Attitudinal Loyalty: 59}}
		,
	author={{
			SQian
		} and {
			SPeiji
		} and {
			YQuanfu
		}}
		
		
	
	
		,
	journal={{Management Science and Engineering}}
		
			5
			3
			
			,
	year={2011}
		
	
	,
	note={Evidences from China Mobile Data Services}

}

@incollection{b59,
	
	
		,
	title={{The Effect of Switching Barriers Types on Customer Loyalty}}
		,
	author={{
			FRober
		}}
	
	
		,
	journal={{International Review of Business Research Papers}}
		
			8
			1
			
			,
	year={2012}
		
	

}

@incollection{b60,
	
	
		,
	title={{The Role of Price Perceptions in an Integrated Model of Behavioral Intentions}}
		,
	author={{
			SajeevVarki
		} and {
			SColgate
		} and {
			M
		}}
		
		
	
	
		,
	journal={{Journal of Service Research}}
		
			3
			3
			
			,
	year={2001}
		
	

}

@book{b61,
	
	
		,
	title={{The impact of electronic banking in Nigeria anking system}}
		,
	author={{
			OShittu
		}}
		
			,
	year={2010}
			,
	address={Ogbomoso, Nigeria}
		
	

}

@incollection{b62,
	
	
		,
	title={{Customer loyalty in e-commerce: an exploration of its antecedents and consequences}}
		,
	author={{
			SSSrinivasana
		} and {
			RAnderson
		} and {
			KPonnavolub
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			78
			
			,
	year={2002}
		
	

}

@incollection{b63,
	
	
		,
	title={{Measuring the quality of E-service Scale development and initial validation}}
		,
	author={{
			SISwaid
		} and {
			RTWigand
		}}
		
	
	
		,
	journal={{Journal of Electronic Commerce Research}}
		
			10
			1
			
			,
	year={2009}
		
	

}

@incollection{b64,
	
	
		,
	title={{Measuring the quality of e-service: scale development and initial validation}}
		,
	author={{
			SISwaid
		} and {
			RTWigand
		}}
		
	
	
		,
	journal={{Journal of Electronic Commerce Research}}
		
			10
			1
			
			,
	year={2009}
		
	

}

@incollection{b65,
	
	
		,
	title={{Electronic Word of Mouth: Motives for and Consequences of Reading Customer Articulations on the Internet}}
		,
	author={{
			THThurau
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}

@book{b66,
	
	
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	title={{Measuring the quality of e service: scale development and initial validation. scale development and initial validation}}
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}

@incollection{b67,
	
	
		,
	title={{Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs}}
		,
	author={{
			ZYang
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			RTPeterson
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	journal={{Psychology & Marketing}}
		
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}