@incollection{,
	
					
					
					DF9A0B5A9C654A6C8E0DEDFE72CA2C36
				,
	author={{MudassirHusnain} and {WaheedAkhtar} and {International Islamic University Islamabad}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1510114
}

@book{b0,
	
	
		,
	title={{Relationship marketing in private banking in South Africa}}
		,
	author={{
			RAbratt
		} and {
			JRussell
		}}
		
		
			,
	year={1999}
		
	

}

@incollection{b1,
	
	
		,
	title={{The Use of Pledges to Build and Sustain Commitment in Distribution Channels}}
		,
	author={{
			EAnderson
		} and {
			WBarton
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	journal={{Journal of Marketing Research}}
		
			29
			
			,
	year={1992. February}
		
	

}

@incollection{b2,
	
	
		,
	title={{Determinants of continuity in conventional industrial channel dyads}}
		,
	author={{
			EWAnderson
		} and {
			BWeitz
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	journal={{Marketing Science}}
		
			8
			4
			
			,
	year={1989}
		
	

}

@incollection{b3,
	
	
		,
	title={{Towards a concept of domesticated markets}}
		,
	author={{
			JArndt
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
			43
			
			,
	year={1979}
		
	

}

@incollection{b4,
	
	
		,
	title={{A three-component model of customer commitment to service providers}}
		,
	author={{
			HSBansal
		} and {
			PGIrving
		} and {
			SFTaylor
		}}
		
		
	
	
		,
	journal={{Journal of the Academy of Marketing Science}}
		
			32
			3
			
			,
	year={2004}
		
	

}

@incollection{b5,
	
	
		,
	title={{Customers' Motivations for Maintaining Relationships with Service Providers}}
		,
	author={{
			NBendapudi
		} and {
			LBLeonard
		}}
		
	
	
		,
	journal={{Journal of Retailing}}
		
			73
			1
			
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	year={1997}
		
	

}

@incollection{b6,
	
	
		,
	title={{A comparison of attitudinal loyalty measurement approaches}}
		,
	author={{
			RBennett
		} and {
			SRRundle-Thiele
		}}
		
	
	
		,
	journal={{Journal of Brand Management}}
		
			9
			3
			
			,
	year={2002}
		
	

}

@book{b7,
	
	
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	author={{
			LBerry
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			AParasuraman
		}}
		
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	title={{Marketing Services: Competing through Quality}}
				Macmillan, New York, NY
		
			,
	year={1991}
		
	

}

@incollection{b8,
	
	
		,
	title={{Emerging Perspectives on Services Marketing}}
		,
	author={{
			LLBerry
		} and {
			GLShostack
		} and {
			Upah
		}}
		
		
	
	
		,
	booktitle={{Proceedings Series}}
		,
	editor={G.D.}
		
			,
	publisher={American Marketing Association}
		
	

}

@incollection{b9,
	
	
		,
	title={{Linking perceived service quality and service loyalty: a multi-dimensional perspectives}}
		,
	author={{
			JBloemer
		} and {
			KDe Ruyter
		} and {
			MWetzels
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			33
			4
			
			,
	year={1999}
		
	

}

@incollection{b10,
	
	
		,
	title={{Understanding conflict management styles of Thais and Americans in multinational corporations in Thailand}}
		,
	author={{
			WBoonsathorn
		}}
	
	
		,
	journal={{International Journal of Conflict Management}}
		
			18
			3
			
			,
	year={2007}
		
	

}

@incollection{b11,
	
	
		,
	title={{Does service failure influence customer loyalty?}}
		,
	author={{
			FButtle
		} and {
			JBurton
		}}
		
	
	
		,
	journal={{Journal of Consumer Behaviour}}
		
			1
			3
			
			,
	year={2002}
		
	

}

@incollection{b12,
	
	
		,
	title={{Evaluative and relational influences on service loyalty}}
		,
	author={{
			KButcher
		} and {
			BSparks
		} and {
			FO'callaghan
		}}
		
		
	
	
		,
	journal={{International Journal of Service Industry Management}}
		
			12
			4
			
			,
	year={2001}
		
	

}

@incollection{b13,
	
	
		,
	title={{Dimensions of a relationship marketing orientation: an empirical exposition}}
		,
	author={{
			MCallaghan
		} and {
			JMMcphail
		} and {
			OH MYau
		}}
		
		
	
	
		,
	journal={{Proceedings of the Seventh Biannual World Marketing Congress}}
		
			7
			2
			
			,
	year={1995. July}
		
	

}

@incollection{b14,
	
	
		,
	title={{Balancing transaction and relationship marketing in retail banking}}
		,
	author={{
			DCarson
		} and {
			AGilmore
		} and {
			SWalsh
		}}
		
		
	
	
		,
	journal={{Journal of Marketing Management}}
		
			20
			3/4
			
			,
	year={2004}
		
	

}

@incollection{b15,
	
	
		,
	title={{Building customer loyalty in the digital age through relationship marketing (RM) and the mediation effect of trust}}
		,
	author={{
			KWChan
		} and {
			NONdubisi
		}}
		
	
	
		,
	booktitle={{Proceedings of the 5 th International Conference on Operations and Quantitative Management}}
				the 5 th International Conference on Operations and Quantitative ManagementSeoul, South Korea
		
			,
	year={2004}
		
	

}

@incollection{b16,
	
	
		,
	title={{The chain of effects from brand trust and brand effect to brand performance: the role of brand loyalty}}
		,
	author={{
			AChaudhuri
		} and {
			MHolbrook
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			65
			2
			
			,
	year={2001}
		
	

}

@incollection{b17,
	
	
		,
	title={{An investigation into the determinants of customer satisfaction}}
		,
	author={{
			GAChurchill
		} and {
			CSurprenant
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			19
			4
			
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	year={1982}
		
	

}

@incollection{b18,
	
	
		,
	title={{Relationship quality in services selling: An interpersonal influence perspective}}
		,
	author={{
			LACrosby
		} and {
			KREvans
		} and {
			DCowles
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			54
			3
			
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	year={1990}
		
	

}

@incollection{b19,
	
	
		,
	title={{Customer loyalty: toward an integrated conceptual framework}}
		,
	author={{
			ADick
		} and {
			KBasu
		}}
		
	
	
		,
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			22
			2
			
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	year={1994}
		
	

}

@incollection{b20,
	
	
		,
	title={{Developing buyer-seller relationships}}
		,
	author={{
			RFDwyer
		} and {
			PHSchurr
		} and {
			SOh
		}}
		
		
	
	
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	journal={{Journal of Marketing}}
		
			51
			2
			
			,
	year={1987}
		
	

}

@incollection{b21,
	
	
		,
	title={{When Does Commitment Lead to Loyalty?}}
		,
	author={{
			GFullerton
		}}
	
	
		,
	journal={{Journal of Service Research}}
		
			5
			
			,
	year={2003. May}
		
	

}

@incollection{b22,
	
	
		,
	title={{Determinants of long-term orientation in buyer-seller relationships}}
		,
	author={{
			SGanesan
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
			58
			2
			
			,
	year={1994}
		
	

}

@incollection{b23,
	
	
		,
	title={{Understanding the customer base of service providers: an examination of the differences between switchers and stayers}}
		,
	author={{
			JGanesh
		} and {
			KReynolds
		} and {
			MArnold
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			64
			3
			
			,
	year={2000}
		
	

}

@incollection{b24,
	
	
		,
	title={{The different roles of satisfaction, trust and commitment in customer relationships}}
		,
	author={{
			EGarbarino
		} and {
			MJohnson
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			63
			2
			
			,
	year={1999}
		
	

}

@incollection{b25,
	
	
		,
	title={{Internal marketing and organizational behavior: a partnership in developing customer-conscious employees at every level}}
		,
	author={{
			WRGeorge
		}}
	
	
		,
	journal={{Journal of Business Research}}
		
			20
			1
			
			,
	year={1990}
		
	

}

@incollection{b26,
	
	
		,
	title={{Fashion innovativeness and self-concept: a replication}}
		,
	author={{
			REGoldsmith
		} and {
			MAMoore
		} and {
			PBeaudoin
		}}
		
		
	
	
		,
	journal={{Journal of Product & Brand Management}}
		
			8
			1
			
			,
	year={1999}
		
	

}

@incollection{b27,
	
	
		,
	title={{Friendship over the counter: how social aspects of service encounters influence consumer service loyalty}}
		,
	author={{
			CGoodwin
		} and {
			DGremler
		}}
		
	
	
		,
	booktitle={{Advances of Services Marketing Management}}
				Greenwich, CT
		
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	publisher={JAI Press}
			,
	year={1996}
		
	

}

@incollection{b28,
	
	
		,
	title={{Creating a relationship dialogue: communication, interaction, value}}
		,
	author={{
			CGro¨ Nroos
		}}
	
	
		,
	journal={{Marketing Review}}
		
			1
			1
			
			,
	year={2000b}
		
	

}

@incollection{b29,
	
	
		,
	title={{From marketing mix to relationship marketing: towards a paradigm shift in marketing}}
		,
	author={{
			CGro¨nroos
		}}
	
	
		,
	journal={{Management Decision}}
		
			32
			2
			
			,
	year={1994}
		
	

}

@incollection{b30,
	
	
		,
	title={{Defining marketing: a marketoriented approach}}
		,
	author={{
			CGroènroos
		}}
	
	
		,
	journal={{European Journal of Marketing}}
		
			23
			1
			
			,
	year={1989}
		
	

}

@incollection{b31,
	
	
		,
	title={{Relationship approach to the marketing function in service contexts: the marketing and organizational behavior interface}}
		,
	author={{
			CGronroos
		}}
	
	
		,
	journal={{Journal of Business Research}}
		
			20
			1
			
			,
	year={1990}
		
	

}

@incollection{b32,
	
	
		,
	title={{Developing and managing effective consumer relationships}}
		,
	author={{
			RPGrossman
		}}
	
	
		,
	journal={{Journal of Product & Brand Management}}
		
			7
			1
			
			,
	year={1998}
		
	

}

@incollection{b33,
	
	
		,
	title={{Internal networks for internal marketing}}
		,
	author={{
			DBallantyne
		}}
	
	
		,
	journal={{Journal of Marketing Management}}
		
			13
			5
			
			,
	year={1997}
		
	

}

@incollection{b34,
	
	
		,
	title={{Developing and managing effective consumer relationships}}
		,
	author={{
			RPGrossman
		}}
	
	
		,
	journal={{Journal of Product & Brand Management}}
		
			7
			1
			
			,
	year={1998}
		
	

}

@incollection{b35,
	
	
		,
	title={{Relationship marketing: the route to marketing efficiency and effectiveness}}
		,
	author={{
			TWGruen
		}}
	
	
		,
	journal={{Business Horizons}}
		
			40
			6
			
			,
	year={1997}
		
	

}

@incollection{b36,
	
	
		,
	title={{Broadening and specifying relationship marketing}}
		,
	author={{
			EGummesson
		}}
	
	
		,
	journal={{Asia-Australia Marketing Journal}}
		
			2
			1
			
			,
	year={1994}
		
	

}

@incollection{b37,
	
	
		,
	title={{The structure of commitment in exchange}}
		,
	author={{
			GGundlach
		} and {
			RAchrol
		} and {
			JMentzer
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			59
			1
			
			,
	year={1995}
		
	

}

@incollection{b38,
	
	
		,
	title={{Direct and Indirect Effects of Commitment to a Service Employee on the Intention to Stay}}
		,
	author={{
			HHansen
		} and {
			SKåre
		} and {
			SFred
		}}
		
		
	
	
		,
	journal={{Journal of Service Research}}
		
			5
			
			,
	year={2003. May}
		
	

}

@incollection{b39,
	
	
		,
	title={{Do Norms Matter in Marketing Relationships?}}
		,
	author={{
			JHeide
		} and {
			JGeorge
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			56
			
			,
	year={1992. April}
		
	

}

@incollection{b40,
	
	
		,
	title={{Understanding relationship marketing outcomes: an integration of relationship benefits and relationship quality}}
		,
	author={{
			THennig-Thurau
		} and {
			KGwinner
		} and {
			DGremler
		}}
		
		
	
	
		,
	journal={{Journal of Service Research}}
		
			4
			3
			
			,
	year={2002}
		
	

}

@incollection{b41,
	
	
		,
	title={{Build customer relationships that last}}
		,
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			BBJackson
		}}
	
	
		,
	journal={{Harvard Business Review}}
		
			63
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}

@book{b42,
	
	
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			JJacoby
		} and {
			RWChestnut
		}}
		
		
			,
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	publisher={Wiley & Sons}
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}

@incollection{b43,
	
	
		,
	title={{A Framework for Comparing Customer Satisfaction Across Individuals and Product Categories}}
		,
	author={{
			MJohnson
		} and {
			D
		}}
		
	
	
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	journal={{Journal of Economic Psychology}}
		
			12
			2
			
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	year={1991}
		
	

}

@incollection{b44,
	
	
		,
	title={{Relationship marketing: a concept beyond the primary relationship}}
		,
	author={{
			JKandampully
		} and {
			RDuddy
		}}
		
	
	
		,
	journal={{Marketing Intelligence& Planning}}
		
			17
			7
			
			,
	year={1999}
		
	

}

@incollection{b45,
	
	
		,
	title={{Relationship banking and competitive advantage: evidence from the US and Germany}}
		,
	author={{
			BKeltner
		}}
	
	
		,
	journal={{California Management Review}}
		
			37
			4
			
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}

@book{b46,
	
	
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	title={{The Marketing Imagination}}
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			TLevitt
		}}
		
			,
	year={1983a}
			,
	publisher={Free Press}
			,
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}

@incollection{b47,
	
	
		,
	title={{Trust and distrust: new relationships and realities}}
		,
	author={{
			RJLewicki
		} and {
			DJMcallister
		} and {
			RJBies
		}}
		
		
	
	
		,
	journal={{Academy of Management Journal}}
		
			23
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	year={1998}
		
	

}

@incollection{b48,
	
	
		,
	title={{Brand loyalty and situational effects: An interactionist perspective}}
		,
	author={{
			KLim
		} and {
			AMRazzaque
		}}
		
	
	
		,
	journal={{Journal of International Consumer Marketing}}
		
			9
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	year={1997}
		
	

}

@incollection{b49,
	
	
		,
	title={{Maintaining relationships with customers: some critical services providers and retail customers}}
		,
	author={{
			MCMartin
		} and {
			RSSohi
		}}
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			16
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			,
	year={1993}
		
	

}

@book{b50,
	
	
		,
	title={{Commitment in the Workplace: Theory. Research and Application}}
		,
	author={{
			JMeyer
		} and {
			ANatalie
		}}
		
		
			,
	year={1997}
			,
	publisher={Sage Publications}
			,
	address={Thousand Oaks, CA}
		
	

}

@incollection{b51,
	
	
		,
	title={{Commitment to organizations and occupations: Extension and test of a three-component conceptualization}}
		,
	author={{
			JPMeyer
		} and {
			NJAllen
		} and {
			CASmith
		}}
		
		
	
	
		,
	journal={{Journal of Applied Psychology}}
		
			78
			4
			
			,
	year={1993}
		
	

}

@incollection{b52,
	
	
		,
	title={{Factors Affecting Trust in Market Relationships}}
		,
	author={{
			CMoorman
		} and {
			DRohit
		} and {
			ZGerald
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			57
			
			,
	year={1993. January}
		
	

}

@incollection{b53,
	
	
		,
	title={{The commitment trust theory of relationship marketing}}
		,
	author={{
			RMMorgan
		} and {
			SDHunt
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			58
			3
			
			,
	year={1994}
		
	

}

@incollection{b54,
	
	
		,
	title={{Service quality: understanding customer perception and reaction, and its impact on business}}
		,
	author={{
			NONdubisi
		}}
	
	
		,
	journal={{International Journal of Business}}
		
			5
			2
			
			,
	year={2003}
		
	

}

@incollection{b55,
	
	
		,
	title={{Understanding the salience of cultural dimensions on relationship marketing, its underpinnings and aftermaths}}
		,
	author={{
			NONdubisi
		}}
	
	
		,
	journal={{Cross Cultural Management}}
		
			11
			3
			
			,
	year={2004}
		
	

}

@incollection{b56,
	
	
		,
	title={{Factorial and discriminant analyses of the underpinnings of relationship marketing and customer satisfaction}}
		,
	author={{
			NONdubisi
		} and {
			KWChan
		}}
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			23
			3
			
			,
	year={2005}
		
	

}

@incollection{b57,
	
	
		,
	title={{Teleworking adoption decision-making processes: multinational and Malaysian firms comparison}}
		,
	author={{
			NONdubisi
		} and {
			CKahraman
		}}
		
	
	
		,
	journal={{Journal of Enterprise InformationManagement}}
		
			18
			2
			
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	year={2005}
		
	

}

@incollection{b58,
	
	
		,
	title={{Supplier selection and management strategies and manufacturing flexibility}}
		,
	author={{
			NONdubisi
		} and {
			MJantan
		} and {
			CHLoo
		} and {
			MSAyub
		}}
		
		
		
	
	
		,
	journal={{Journal of Enterprise Information Management}}
		
			18
			3
			
			,
	year={2005}
		
	

}

@incollection{b59,
	
	
		,
	title={{Relationship marketing and customer loyalty}}
		,
	author={{
			NONdubisi
		}}
	
	
		,
	journal={{Marketing Intelligence & Planning}}
		
			25
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	year={2006}
		
	

}

@book{b60,
	
	
		,
	author={{
			JNunnally
		} and {
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				New York
		
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	,
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}

@incollection{b61,
	
	
		,
	title={{From relationships to experiences in retail financial services}}
		,
	author={{
			DO'loughlin
		} and {
			ISzmigin
		} and {
			PTurnbull
		}}
		
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			22
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			,
	year={2004}
		
	

}

@incollection{b62,
	
	
		,
	title={{Relationship marketing in consumer markets. Rhetoric or reality?}}
		,
	author={{
			LO'malley
		} and {
			CTynan
		}}
		
	
	
		,
	journal={{European Journal of Marketing}}
		
			34
			7
			
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	year={2000}
		
	

}

@book{b63,
	
	
		,
	title={{Satisfaction: A Behavioral Perspective on the Consumer}}
		,
	author={{
			ROliver
		}}
		
			,
	year={1997a}
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	publisher={Irwin/McGraw-Hill}
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	address={Boston, MA}
		
	

}

@incollection{b64,
	
	
		,
	title={{Whence consumer loyalty?}}
		,
	author={{
			RLOliver
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
			63
			
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	year={1999}
		
	

}

@book{b65,
	
	
		,
	title={{Defining relationship marketing: an international perspective}}
		,
	author={{
			APalmer
		}}
		
			,
	year={1997}
			
		
	

}

@incollection{b66,
	
	
		,
	title={{The bank fulfils its obligations to customers 10. I have confidence in the bank's services Section: 3 Commitment: 11. The bank makes adjustments to suit my needs. 12. The bank offers personalized services to meet customer need 13. The bank is flexible when its services are changed 14. The bank is flexible in serving my needs Section: 4 Communication: 15.The bank provides timely and trustworthy information}}
		,
	author={{
			LLPutnam
		} and {
			MSPoole
		}}
		
	
	
		,
	booktitle={{The bank provides information when there is new banking service 17. The bank makes and fulfils promises}}
				,
	editor={
			LWPorter
		}
		
			,
	year={1987}
			16
		
	
	,
	note={Handbook of Relationship Marketing and Customer Loyalty: Evidence from Banking Sector in Pakistan 9}

}