@incollection{,
	
					
					
					30B9701D266D27C6FDD9FFFB0A71E499
				,
	author={{Seid HussenAli} and {Jimma University}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1651121
}

@book{b0,
	
	
		,
	title={{Delivering Knock Your Socks Off Service}}
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			KAnderson
		} and {
			RZemke
		}}
		
		
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}

@book{b1,
	
	
		,
	title={{The Marketing Book}}
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			MBaker
		}}
		
			,
	year={2003}
			,
	publisher={Butterworth-Heinemann}
			,
	address={Oxford}
		
	

}

@incollection{b2,
	
	
		,
	title={{Relationship marketing of servicesgrowing interest, emerging perspectives}}
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	author={{
			LBerry
		}}
	
	
		,
	journal={{Journal of the Academy of marketing Science}}
		
			23
			4
			
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	year={1995}
		
	

}

@incollection{b3,
	
	
		,
	title={{Dimensions of a relationship marketing orientation: an empirical exposition}}
		,
	author={{
			MCallaghan
		} and {
			JMcphail
		} and {
			MYau
		} and {
			OH MYau
		} and {
			JS YLee
		} and {
			RPChow
		}}
		
		
		
		
		
	
	
		,
	journal={{Proceedings of the Seventh Biannual World Marketing Congress}}
		
			10
			,
	year={1995. July}
			,
	publisher={VII-II}
		
	

}

@book{b4,
	
	
		,
	author={{
			MChristopher
		} and {
			APayne
		} and {
			DBallantyne
		}}
		
		
		,
	title={{Relationship Marketing: Creating Stakeholder Value}}
				Oxford
		
			,
	publisher={Butterworth-Heinemann}
			,
	year={2002}
		
	

}

@incollection{b5,
	
	
		,
	title={{Customer royalty: toward an integrated conceptual framework}}
		,
	author={{
			ADick
		} and {
			KBasu
		}}
		
	
	
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			22
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}

@incollection{b6,
	
	
		,
	title={{Developing Buyer-seller Relationships}}
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	author={{
			FDwyer
		} and {
			PSchurr
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			SOh
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			51
			
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}

@incollection{b7,
	
	
		,
	title={{Customer satisfaction and stock prices: High returns, low risk}}
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			CFornell
		} and {
			IiiMorgenson
		} and {
			FKrishnan
		} and {
			M
		}}
		
		
		
	
	
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			70
			1
			
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	year={2006}
		
	

}

@incollection{b8,
	
	
		,
	title={{Determinants of long-term orientation in buyer-seller relationships}}
		,
	author={{
			SGanesan
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
			58
			4
			
			,
	year={1994}
		
	

}

@incollection{b9,
	
	
		,
	title={{From marketing mix to relationship marketing: towards a paradigm shift in marketing}}
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	author={{
			CGrönroos
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	journal={{Management Decision}}
		
			32
			2
			
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	year={1994}
		
	

}

@incollection{b10,
	
	
		,
	title={{Creating a relationship dialogue: communication, interaction, value}}
		,
	author={{
			CGronroos
		} and {
			JO'malley
		} and {
			DTynan
		}}
		
		
	
	
		,
	journal={{Marketing Review}}
		
			1
			1
			
			,
	year={2000}
		
	

}

@incollection{b11,
	
	
		,
	title={{Ethical and legal foundations of relational marketing exchanges}}
		,
	author={{
			GGundlach
		} and {
			PMurphy
		}}
		
	
	
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	journal={{Journal of Marketing}}
		
			57
			
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	year={1993}
		
	

}

@incollection{b12,
	
	
		,
	title={{Relationship marketing: the impact of emotional intelligence and trust on bank performance}}
		,
	author={{
			THeffernan
		} and {
			GO'neill
		} and {
			TTravaglione
		} and {
			MDroulers
		}}
		
		
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			26
			3
			
			,
	year={2008}
		
	

}

@incollection{b13,
	
	
		,
	title={{Building customer Relationships That Last}}
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	author={{
			BJackson
		}}
	
	
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	journal={{Harvard Business Review}}
		
			63
			
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}

@incollection{b14,
	
	
		,
	title={{}}
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	author={{
			GJarvis
		}}
		
	
	
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	journal={{Is CRM Improving in Retail Financial Services}}
		
			,
	year={2004. 30 Jul 2004}
		
	

}

@incollection{b15,
	
	
		,
	title={{Total Marketing'}}
		,
	author={{
			PKotler
		}}
	
	
		,
	journal={{Business Week Advance, Executive Brief}}
		
			2
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}

@incollection{b16,
	
	
		,
	title={{A model of close business relationships in China (guanxi)}}
		,
	author={{
			DLee
		} and {
			JPae
		} and {
			YWong
		}}
		
		
	
	
		,
	journal={{European Journal of Marketing}}
		
			35
			1
			
			,
	year={2001}
		
	

}

@incollection{b17,
	
	
		,
	title={{A framework for studying relationship marketing dyads}}
		,
	author={{
			ALindgreen
		}}
	
	
		,
	journal={{Qualitative Market Research -an International Journal}}
		
			4
			2
			
			,
	year={2001}
		
	

}

@book{b18,
	
	
		,
	title={{Relationship Marketing Management}}
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	author={{
			ELittle
		} and {
			EMarandi
		}}
		
		
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	year={2003. 2003}
			,
	address={Thompson; Great Britain}
		
	

}

@incollection{b19,
	
	
		,
	title={{Bank service quality, customer satisfaction and Loyalty in Ethiopian Banking sector}}
		,
	author={{
			SMesay
		}}
	
	
		,
	journal={{Journal of Business Administration and Management science research}}
		
			1
			1
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	year={2012}
		
	

}

@incollection{b20,
	
	
		,
	title={{The commitmenttrust theory of relationship marketing}}
		,
	author={{
			RMorgan
		} and {
			SHunt
		}}
		
	
	
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	journal={{Journal of Marketing}}
		
			58
			7
			
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	year={1994}
		
	

}

@incollection{b21,
	
	
		,
	title={{What is consumer loyalty}}
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	author={{
			RLOliver
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@book{b22,
	
	
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	title={{The Relationship b/n Service Quality and Customer Satisfaction in the Telecom. Industry: Brand Broad Research in Accounting}}
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	author={{
			Oluojo
		}}
		
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	year={2008. 2010}
			
		
	

}

@book{b23,
	
	
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	title={{Principles of Marketing}}
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	author={{
			APalmer
		}}
		
			,
	year={2000}
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	publisher={Oxford University Press}
			,
	address={New York, N.Y}
		
	

}

@incollection{b24,
	
	
		,
	title={{SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality}}
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	author={{
			AParasuraman
		} and {
			VZeithaml
		} and {
			LBerry
		}}
		
		
	
	
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	journal={{Journal of Retailing}}
		
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	year={1988}
		
	

}

@incollection{b25,
	
	
		,
	title={{Customer Management and Organizational Performance of Banking Sector: A Case Study of Commercial Bank of Ethiopia Haramaya Branch and Harar Branches}}
		,
	author={{
			RobsonMekonnin
		}}
	
	
		,
	journal={{European Journal of Business and Management}}
		
			5
			,
	year={2013}
		
		
			Haramaya University
		
	
	,
	note={College of Business and Economics}

}

@incollection{b26,
	
	
		,
	title={{Relationship Marketing in Consumer Markets: Antecedents and Consequences}}
		,
	author={{
			JSheth
		} and {
			AParvatiyar
		}}
		
	
	
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	journal={{Journal of the Academy of Marketing Science}}
		
			
			,
	year={1995}
		
	

}

@book{b27,
	
	
		,
	title={{Strategic Customer Management}}
		,
	author={{
			HSoren
		} and {
			BMogens
		}}
		
		
			,
	year={2009}
			,
	publisher={Oxford University Press}
			,
	address={New York}
		
	

}

@incollection{b28,
	
	
		,
	title={{The Impacts of Relationship Marketing Tactics on Relationship Quality in Service Industry}}
		,
	author={{
			YTseng
		}}
	
	
		,
	journal={{The Business Review}}
		
			7
			2
			
			,
	year={2007}
		
	

}

@incollection{b29,
	
	
		,
	title={{Marketing financial services to businesses: a critical review and research agenda}}
		,
	author={{
			KTyler
		} and {
			EStanley
		}}
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			17
			3
			
			,
	year={1999}
		
	

}

@incollection{b30,
	
	
		,
	title={{The royalty of loyalty: quality and retention}}
		,
	author={{
			MZineldin
		}}
	
	
		,
	journal={{Journal of Consumer Marketing}}
		
			23
			7
			
			,
	year={2000}
		
	

}