@incollection{,
	
					
					
					5D9A617DD5CBB4F36FD6142C07A25AE8
				,
	author={{Muhammed ZakirHossain} and {State University of Bangladesh}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1724355
}

@book{b0,
	
	
		,
	title={{Marketing Research}}
		,
	author={{
			DAaker
		} and {
			VKumar
		} and {
			GDay
		}}
		
		
		
			,
	year={2004}
			,
	publisher={John Wiley & Sons, Inc}
			,
	address={New York}
		
	

}

@book{b1,
	
	
		,
	author={{
			ABryman
		} and {
			EBell
		}}
		
		,
	title={{Business Research Methods}}
				New York
		
			,
	publisher={Oxford University Press}
			,
	year={2007}
		
	

}

@incollection{b2,
	
	
		,
	title={{Alongitudinal analysis of customer satisfaction and share of wallet: investigating the moderating effect of customer characteristics}}
		,
	author={{
			BCooil
		} and {
			TKeiningham
		} and {
			LAksoy
		} and {
			MHsu
		}}
		
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			71
			
			,
	year={2007. January}
		
	

}

@book{b3,
	
	
		,
	title={{Research Design -Qualitative, Quantitative, and Mixed Methods Approaches}}
		,
	author={{
			JWCreswell
		}}
		
			,
	year={2009}
			,
	publisher={SAGE Publications}
			,
	address={Thousand Oaks}
		
	
	,
	note={Third Edition}

}

@book{b4,
	
	
		,
	title={{Case study methodology in business research}}
		,
	author={{
			JDul
		} and {
			THak
		}}
		
		
			,
	year={2008}
			,
	publisher={Butterworth}
			,
	address={London}
		
	

}

@book{b5,
	
	
		,
	title={{}}
		,
	author={{
			/Heinemann
		} and {
			Elsevier
		}}
		
		
	

}

@incollection{b6,
	
	
		,
	title={{Quality in new service development -key concepts and a frame of reference}}
		,
	author={{
			BEdvardsson
		}}
	
	
		,
	journal={{International Journal of Production Economics}}
		
			52
			2
			
			,
	year={1997}
		
	

}

@book{b7,
	
	
		,
	author={{
			JGill
		} and {
			PJohnson
		}}
		
		,
	title={{Research Methods for Managers}}
				
			,
	year={2010}
		
	
	,
	note={Fourth Edition; Sage publication}

}

@incollection{b8,
	
	
		,
	title={{Relationship Marketing}}
		,
	author={{
			IGordon
		}}
	
	
		,
	journal={{Canada}}
		
			,
	year={1998}
			,
	publisher={John Wiley & Sons}
		
	

}

@incollection{b9,
	
	
		,
	title={{Why it is customer loyalty that counts (and how to measure it)}}
		,
	author={{
			GGould
		}}
	
	
		,
	journal={{Managing Service Quality}}
		
			5
			1
			
			,
	year={1995}
		
	

}

@book{b10,
	
	
		,
	title={{Customer-Service}}
		,
	author={{
			Grameenphone
		}}
		
		
			,
	year={2017. 2017-10-14}
		
	

}

@book{b11,
	
	
		,
	title={{Service Management and Marketing}}
		,
	author={{
			CGronroos
		}}
		
			,
	year={1990}
			,
	address={Lexington Books, Toronto}
		
	

}

@incollection{b12,
	
	
		,
	title={{Relationship Marketing: The Nordic School perspective}}
		,
	author={{
			CGronroos
		}}
	
	
		,
	booktitle={{Handbook of Relationship Marketing}}
				,
	editor={
			JNSheth
			AParvatiyar
		}
		London
		
			,
	publisher={Sage Publications}
			,
	year={2000}
			
		
	

}

@book{b13,
	
	
		,
	title={{Service Management and Marketing-Customer Management in Service Competition}}
		,
	author={{
			GronroosC
		}}
		
			,
	year={2007}
			,
	publisher={John Wiley & Sons, Ltd}
		
	
	,
	note={3 rd edition}

}

@book{b14,
	
	
		,
	title={{Total Relationship Marketing}}
		,
	author={{
			EGummesson
		}}
		
			,
	year={2002}
			,
	publisher={Butterworth-Heinemann}
		
	
	,
	note={2 nd Edition}

}

@incollection{b15,
	
	
		,
	title={{Customer clubs in a relationship perspective: a telecom case}}
		,
	author={{
			AGustafsson
		} and {
			IRoos
		} and {
			BEdvardsson
		}}
		
		
	
	
		,
	booktitle={{Managing Service Quality}}
				
			,
	year={2004}
			14
			
		
	

}

@incollection{b16,
	
	
		,
	title={{Switching Behavior within the Telecommunication Business}}
		,
	author={{
			KGöransson
		} and {
			FFrenzel
		}}
		
	
	
		,
	booktitle={{A qualitative study of former TeliaSonera customers}}
				
			,
	publisher={Business Administration Program Magister Thesis}
			,
	year={2009}
		
		
			Karlstad University
		
	

}

@incollection{b17,
	
	
		,
	title={{Marketing definitions}}
	
	
		,
	booktitle={{Marketing Intelligence and Planning}}
				
			17
			
		
	

}

@incollection{b18,
	
	
		,
	title={{A customer-dominant logic of service}}
		,
	author={{
			KHeinonen
		} and {
			TStrandvik
		} and {
			KLMickelsson
		} and {
			BEdvardsson
		} and {
			ESundstron
		} and {
			PAndersson
		}}
		
		
		
		
		
	
	
		,
	journal={{Journal of Service Management}}
		
			21
			4
			
			,
	year={2010. 2010}
		
	

}

@book{b19,
	
	
		,
	author={{
			PKotler
		} and {
			GArmstrong
		}}
		
		,
	title={{Principles of Marketing. 12th Edition. Harlow: Financial Times}}
				
			,
	publisher={Prentice Hall}
			,
	year={2008}
		
	

}

@incollection{b20,
	
	
		,
	title={{Whence consumer loyalty?}}
		,
	author={{
			RLOliver
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
			63
			
			,
	year={1999}
		
	

}

@incollection{b21,
	
	
		,
	title={{Effectiveness of Relational and Transactional cultures in commercial banking: putting client-value into the competing values model}}
		,
	author={{
			MPaulin
		} and {
			RJFerguson
		} and {
			Marielle Payaud
		}}
		
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			,
	year={2000}
		
	

}

@incollection{b22,
	
	
		,
	title={{Lead for loyalty}}
		,
	author={{
			FFReichheld
		}}
	
	
		,
	journal={{Harvard Business Review}}
		
			79
			7
			
			,
	year={2001. 2001 Jul-Aug}
			,
	publisher={Bain & Company}
		
	

}

@incollection{b23,
	
	
		,
	title={{Understanding Frequent Switching Patterns}}
		,
	author={{
			IRoos
		} and {
			AGustafsson
		}}
		
	
	
		,
	journal={{Journal of Service Research}}
		
			10
			1
			
			,
	year={2007}
		
	

}

@incollection{b24,
	
	
		,
	title={{Switching Processes in Customer Relationships}}
		,
	author={{
			IRoos
		}}
	
	
		,
	journal={{Journal of Service Research}}
		
			2
			1
			
			,
	year={1999}
		
	

}

@incollection{b25,
	
	
		,
	title={{Methods of Investigating Critical Incidents -A Comparative Review}}
		,
	author={{
			IRoos
		}}
	
	
		,
	journal={{Journal of Service Research}}
		
			4
			3
			
			,
	year={2002. February 2002}
		
	

}

@incollection{b26,
	
	
		,
	title={{Customersupport service in the relationship perspective}}
		,
	author={{
			IRoos
		} and {
			BEdvardsson
		}}
		
	
	
		,
	journal={{Managing Service Quality}}
		
			18
			1
			
			,
	year={2008. 2008}
		
	

}

@incollection{b27,
	
	
		,
	title={{Predictors and outcomes of relationship quality: a guide for customer-oriented strategies}}
		,
	author={{
			DSirdeshmukh
		} and {
			JSingh
		} and {
			BSabol
		}}
		
		
	
	
		,
	journal={{Business Strategy Series}}
		,
	editor={28. Tohidinia, Z. & Haghighi, M.}
		
			66
			5
			
			,
	year={2002. 2011}
		
	
	,
	note={Journal of Marketing}

}

@incollection{b28,
	
	
		,
	title={{Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market}}
		,
	author={{
			JTorsten
		} and {
			JTGerpott
		} and {
			WRams
		} and {
			ASchindler
		}}
		
		
		
	
	
		,
	journal={{Telecommunications Policy}}
		
			25
			
			,
	year={2001. 2001}
		
	

}

@incollection{b29,
	
	
		,
	title={{Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs}}
		,
	author={{
			ZYang
		} and {
			RPeterson
		}}
		
	
	
		,
	journal={{Psychology & Marketing}}
		
			21
			10
			
			,
	year={2004}
		
	

}

@incollection{b30,
	
	
		,
	title={{An integrated model of customer social exchange relationship: the moderating role of customer experience}}
		,
	author={{
			YYi
		} and {
			TGong
		}}
		
	
	
		,
	journal={{The Service Industries Journal}}
		
			29
			11
			
			,
	year={2009. November 2009}
		
	

}

@book{b31,
	
	
		,
	author={{
			VZeithaml
		} and {
			MJBitner
		}}
		
		,
	title={{Services Marketing}}
				
			,
	publisher={McGraw-Hill}
			,
	year={2003}
		
	
	,
	note={3rd Edition}

}

@book{b32,
	
	
		,
	author={{
			W GZikmund
		}}
		,
	title={{Business Research Methods, the Dryden Press Series in Management}}
				
			,
	year={1997}
		
	

}