@incollection{,
	
					
					
					2A636CF658CA0A64F98E6A302A3FC09E
				,
	author={{Sulieman Ibraheem ShelashAl-Hawary} and {Faraj Mazyed FarajAldaihani} and {Nor Azman BinAli}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}185110
}

@incollection{b0,
	
	
		,
	title={{Quality level of health care service provided by King Abdullah educational hospital from patient's viewpoint}}
		,
	author={{
			SIAl-Hawary
		} and {
			SAAlghanim
		} and {
			AMMohammad
		}}
		
		
	
	
		,
	journal={{Interdisciplinary Journal of Contemporary Research in Business}}
		
			2
			11
			
			,
	year={2011}
		
	

}

@incollection{b1,
	
	
		,
	title={{The impact of TQM practices on service quality in cellular communication companies in Jordan}}
		,
	author={{
			SI SAl-Hawary
		} and {
			AA AAbu-Laimon
		}}
		
	
	
		,
	journal={{Int. J. Productivity and Quality Management}}
		
			11
			4
			
			,
	year={2013}
		
	

}

@incollection{b2,
	
	
		,
	title={{The impact of Internal Marketing Practices on Services Quality of Commercial Banks in Jordan}}
		,
	author={{
			SI SAl-Hawary
		} and {
			AMetabis
		}}
		
	
	
		,
	journal={{International Journal of Services and Operations Management (IJSOM)}}
		
			13
			3
			
			,
	year={2013}
		
	

}

@incollection{b3,
	
	
		,
	title={{Health care services quality at private hospitals, from patients' perspective: a comparative study between Jordan and Saudi Arabia}}
		,
	author={{
			SI SAl-Hawary
		}}
	
	
		,
	journal={{African Journal of Business Management}}
		
			6
			22
			
			,
	year={2012}
		
	

}

@incollection{b4,
	
	
		,
	title={{The role of perceived quality and satisfaction in explaining customer brand loyalty: mobile phone service in Jordan}}
		,
	author={{
			SI SAl-Hawary
		}}
	
	
		,
	journal={{International Journal of Business Innovation and Research}}
		
			7
			4
			
			,
	year={2013a}
		
	

}

@incollection{b5,
	
	
		,
	title={{The Roles of Perceived Quality, Trust, and Satisfaction in Predicting Brand Loyalty: The Empirical Research on Automobile Brands in Jordan Market}}
		,
	author={{
			SI SAl-Hawary
		}}
	
	
		,
	journal={{International Journal of Business Excellence (IJBEX)}}
		
			6
			6
			
			,
	year={2013b}
		
	

}

@incollection{b6,
	
	
		,
	title={{Service quality at Jordanian commercial banks: what do their customers say?}}
		,
	author={{
			SI SAl-Hawary
		} and {
			AMetabis
		}}
		
	
	
		,
	journal={{International Journal of Productivity and Quality Management}}
		
			10
			
			,
	year={2012}
		
	

}

@incollection{b7,
	
	
		,
	title={{Customer Relationship Management and Innovation Capabilities of Kuwait Airways}}
		,
	author={{
			SI SAl-Hawary
		} and {
			FAldaihani
		}}
		
	
	
		,
	journal={{International Journal of Academic Research in Economics and Management Sciences}}
		
			5
			4
			
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	year={2016}
		
	

}

@book{b8,
	
	
		,
	title={{}}
		,
	author={{
			SI SAl-Hawary
		} and {
			SMAl-Menhaly
		}}
		
		
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	year={2016}
		
	

}

@book{b9,
	
	
		,
	title={{The Quality of E-Government Services and its Role on Achieving Beneficiaries Satisfaction. Global Journal of Management and Business Research: An Administration and Management}}
				
			16
			
		
	

}

@incollection{b10,
	
	
		,
	title={{Impact of Electronic Service Quality on Customers Satisfaction of Islamic Banks in Jordan}}
		,
	author={{
			SI SAl-Hawary
		} and {
			Al-Smeran
		} and {
			WF
		}}
		
		
	
	
		,
	journal={{International Journal of Academic Research in Accounting}}
		
			7
			1
			
			,
	year={2016}
		
	
	,
	note={Finance and Management Sciences}

}

@incollection{b11,
	
	
		,
	title={{Factors Affecting Jordanian Consumer Loyalty toward Cellular phone Brand}}
		,
	author={{
			SI SAl-Hawary
		} and {
			SAHarahsheh
		}}
		
	
	
		,
	journal={{International Journal of Economics and Business Research (IJEBR)}}
		
			7
			3
			
			,
	year={2014}
		
	

}

@incollection{b12,
	
	
		,
	title={{The Impact Of electronic banking services on the Customers Loyalty of Commercial Banks in Jordan}}
		,
	author={{
			SI SAl-Hawary
		} and {
			AJHussien
		}}
		
	
	
		,
	journal={{International Journal of Academic Research in Accounting}}
		
			7
			1
			
			,
	year={2016}
		
	
	,
	note={Finance and Management Sciences}

}

@incollection{b13,
	
	
		,
	title={{The Impact of Islamic Banks' Service Quality Perception on Jordanian Customers Loyalty}}
		,
	author={{
			MTAlshurideh
		} and {
			SI SAl-Hawary
		} and {
			AMBatayneh
		} and {
			AIMohammad
		} and {
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		} and {
			B
		}}
		
		
		
		
		
	
	
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			9
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	year={2017}
		
	

}

@incollection{b14,
	
	
		,
	title={{The Antecedents and Consequences of Customer Satisfaction}}
		,
	author={{
			EugeneWAnderson
		} and {
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	title={{Customer Relationship Management}}
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	author={{
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	year={2001}
			,
	publisher={McGraw-Hill Education}
		
	

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	title={{A contingency framework. Psychology and Marketing}}
				
			
		
	

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		} and {
			DBowman
		} and {
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		} and {
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		} and {
			VNarayandas
		} and {
			DRamani
		} and {
			GVaradarajan
		} and {
			R
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	title={{CRM Implementation: Effectiveness Issues and Insights}}
				
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	year={2006}
		
	

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@incollection{b20,
	
	
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	title={{A CRM roadmap: what we know, potential pitfalls, and where to go}}
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	author={{
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		}}
		
		
		
	
	
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			69
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}

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	title={{Relationship Marketing, Management of Customer Relationships}}
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	author={{
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		}}
		
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	year={2003}
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	publisher={Prentice-Hall/FT, Harlow}
		
	

}

@incollection{b22,
	
	
		,
	title={{Internet pricing, price satisfaction, and customer satisfaction}}
		,
	author={{
			YCao
		} and {
			TSGruca
		} and {
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		}}
		
		
	
	
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	journal={{International Journal of Electronic Commerce}}
		
			8
			
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}

@book{b23,
	
	
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		} and {
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		}}
		
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	title={{An Integrative Model of Consumer Trust in Internet Shopping. European Conference on Information Systems (ECIS)}}
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	year={2003}
		
	

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	title={{Using the Servqual Model to assess service quality and customer satisfaction}}
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	author={{
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	year={2010}
		
		
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	note={Master Thesis}

}

@incollection{b25,
	
	
		,
	title={{Levering logistics/distribution capabilities: The effect of logistics service on market share}}
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	author={{
			PDaugherty
		} and {
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	title={{Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China}}
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	author={{
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			3
			
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@incollection{b27,
	
	
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	title={{E-Loyalty-Elusive ideal or competitive edge?}}
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	author={{
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	title={{The CRM Handbook: A Business Guide to Customer Relationship Management}}
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	author={{
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	year={2001}
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	publisher={Addison-Wesley}
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	address={Boston, MA}
		
	

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@incollection{b29,
	
	
		,
	title={{Assessing the Relationship between E-CRM and Customers Retention in Parsmodir Khazar Enterprise}}
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	author={{
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		} and {
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	note={Customer satisfaction from a supply chain perspective}

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	author={{
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	title={{The American Customer Satisfaction Index: Nature, Purpose, and Findings}}
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	author={{
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		} and {
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@incollection{b33,
	
	
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	title={{Enterprise Systems Success: A Measurement Model}}
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	author={{
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	year={2003}
		
	

}

@incollection{b34,
	
	
		,
	title={{the roles of service encounters, service value and job satisfaction in achieving customer satisfaction in business relationships}}
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	author={{
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	title={{CRM Automation}}
				
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	title={{CRM at the speed of time Capturing and Keeping Customers in Internet Real Time}}
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	author={{
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	title={{Putting the service-profit chain to work}}
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	author={{
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	title={{Antecedents of customer satisfaction on the Internet: an empirical study of online shopping}}
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@incollection{b39,
	
	
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	title={{Halo in customer satisfaction measures-the role of purpose of rating number of attributes, and customer involvement}}
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	title={{Enabling and Measuring Electronic Customer Relationship}}
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	author={{
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@incollection{b41,
	
	
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	title={{Modelling electronic customer relationship management success: functional and temporal considerations}}
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	author={{
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@incollection{b42,
	
	
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	title={{Trust and Satisfaction, Two Stepping stones for Successful E-Commerce Relationships: A Longitudinal Exploration}}
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	author={{
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@incollection{b43,
	
	
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	title={{Board Network Characteristics and Firm Performance in Korea. Corporate Governance: An International Review}}
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	author={{
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	year={2007. 2003}
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	,
	note={th}

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	title={{Marketing Management}}
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	author={{
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	year={2006}
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	publisher={Pearson Prentice Hall}
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	address={Upper Saddle River, New Jersey}
		
	

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	author={{
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	title={{Development of Integrated Model of Customer Satisfaction with Online Shopping}}
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	title={{Business customers' satisfaction: What happens when supplier downsize? Industrial Marketing Management}}
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@incollection{b49,
	
	
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	title={{A critical appraisal of customer satisfaction and e-commerce}}
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	author={{
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@incollection{b50,
	
	
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	title={{Impact of CRM Factors on Customer Satisfaction and Loyalty}}
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	author={{
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	year={2005}
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	publisher={Dearborn}
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	address={Chicago, IL}
		
	

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	title={{The impact of cost, technology acceptance and employees' satisfaction on the effectiveness of the electronic customer relationship management systems}}
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	title={{Loyalty.com: Customer Relationship Management in the New Era of Internet Marketing}}
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@incollection{b54,
	
	
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@incollection{b57,
	
	
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	title={{Avoid the four perils of CRM}}
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@incollection{b58,
	
	
		,
	title={{Electronic customer relationship management: Revisiting the general principles of usability and resistance-an integrative implementation framework}}
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	author={{
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@incollection{b59,
	
	
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	title={{E-CRM from a supply chain management perspective}}
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	author={{
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@incollection{b60,
	
	
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	title={{What You Don't Know About Customer Perceived Quality: The Role of Customer Expectation Distributions}}
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	title={{Electronic customer relationship management: benefits, considerations, pitfalls and trends}}
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	title={{Customer Service Provider Relationship: An Empirical Test of a Model of Service Quality, Satisfaction and Relationship-Oriented Outcome}}
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@incollection{b63,
	
	
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	title={{Comparisons of Competing Models between Attitudinal Loyalty and Behavioral Loyalty}}
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@incollection{b64,
	
	
		,
	title={{Information privacy: Measuring individuals' concerns about organizational practices}}
		,
	author={{
			HJSmith
		}}
	
	
		,
	journal={{MIS Quarterly}}
		
			20
			2
			
			,
	year={1996}
		
	

}

@book{b65,
	
	
		,
	author={{
			SMSmith
		} and {
			DBWhitlark
		}}
		
		,
	title={{Men and Women Online: What Makes Them Click? Marketing Research}}
				
			,
	year={2001}
			13
			
		
	

}

@incollection{b66,
	
	
		,
	title={{E-Satisfaction: An Initial Examination}}
		,
	author={{
			DMSzymanski
		} and {
			RTHise
		}}
		
	
	
		,
	journal={{Journal of Retailing}}
		
			76
			3
			
			,
	year={2000}
		
	

}

@incollection{b67,
	
	
		,
	title={{A theoretical integration of user satisfaction and technology acceptance}}
		,
	author={{
			BHWixom
		} and {
			PATodd
		}}
		
	
	
		,
	journal={{Information Systems Research}}
		
			16
			1
			
			,
	year={2005}
		
	

}

@incollection{b68,
	
	
		,
	title={{E-service quality dimensions and their effect on e-customer satisfaction in internet banking service}}
		,
	author={{
			FBZavareh
		} and {
			MS MAriff
		} and {
			AJusoh
		} and {
			NZakuan
		} and {
			AZBahari
		} and {
			M.Ashourian
		}}
		
		
		
		
		
	
	
		,
	journal={{Procidia Social and Behavioral Sciences}}
		
			40
			
			,
	year={2012}
		
	

}