@incollection{,
	
					
					
					BA627255FED05F0FF117CB9BF3138A8D
				,
	author={{Tchatat Kezeta BiliSamuel} and {Badjo Ngongue MartialAnnicet} and {The University of Bamenda}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}2113949
}

@incollection{b0,
	
	
		,
	title={{AIC model selection in over dispersed capture& recapture data}}
		,
	author={{
			DRAnderson
		} and {
			KPBurnham
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			GCWhite
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	year={1994}
		
	

}

@incollection{b1,
	
	
		,
	title={{A customer satisfaction research prospectus}}
		,
	author={{
			EWAnderson
		} and {
			CFornell
		}}
		
	
	
		,
	booktitle={{Service quality: New directions in theory and practice}}
				
			,
	year={1994}
			14
			
		
	

}

@incollection{b2,
	
	
		,
	title={{A taxonomy of consumer satisfaction/dissatisfaction measures}}
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	author={{
			ARAndreasen
		}}
	
	
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	journal={{Journal of Consumer Affairs}}
		
			11
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	year={1977}
		
	

}

@book{b3,
	
	
		,
	title={{Six social media trends for 2010}}
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	author={{
			DArmano
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			,
	year={2009. November, 5, 2010}
		
	

}

@incollection{b4,
	
	
		,
	title={{An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty}}
		,
	author={{
			LTBei
		} and {
			YCChiao
		}}
		
	
	
		,
	journal={{Journal of consumer satisfaction, dissatisfaction and complaining behavior}}
		
			14
			125
			,
	year={2001}
		
	

}

@book{b5,
	
	
		,
	title={{Contemporary Marketing, Plus}}
		,
	author={{
			LEBoone
		} and {
			DLKurtz
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	year={1995}
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	publisher={Harcourt Brace College Publishers}
		
	

}

@incollection{b6,
	
	
		,
	title={{The co-ordinated management of meaning: a case exemplar of a new consumer research technology}}
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	author={{
			FAButtle
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	journal={{European Journal of Marketing}}
		
			,
	year={1994}
		
	

}

@incollection{b7,
	
	
		,
	title={{Measuring customer focus: an examination of the relationship between market orientation and brand valuation}}
		,
	author={{
			KSCravens
		} and {
			CGuilding
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	journal={{Journal of Strategic Marketing}}
		
			8
			1
			
			,
	year={2000}
		
	

}

@incollection{b8,
	
	
		,
	title={{Free Competition and the Optimal Amount of Fraud}}
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	author={{
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			16
			
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@book{b9,
	
	
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	title={{Läkarens Ethos: Studier i den svenska läkarkårens identiteter, intressen och ideal 1890-1960 (Doctoral dissertation}}
		,
	author={{
			MEklöf
		}}
		
			,
	year={2000}
			,
	publisher={Linköping University Electronic Press}
		
	

}

@incollection{b10,
	
	
		,
	title={{A national customer satisfaction barometer: The Swedish experience}}
		,
	author={{
			CFornell
		}}
	
	
		,
	journal={{Journal of marketing}}
		
			56
			1
			
			,
	year={1992}
		
	

}

@incollection{b11,
	
	
		,
	title={{A national customer satisfaction barometer: The Swedish experience}}
		,
	author={{
			CFornell
		}}
	
	
		,
	journal={{Journal of marketing}}
		
			56
			1
			
			,
	year={1992}
		
	

}

@incollection{b12,
	
	
		,
	title={{The American customer satisfaction index: nature, purpose, and findings}}
		,
	author={{
			CFornell
		} and {
			MDJohnson
		} and {
			EWAnderson
		} and {
			JCha
		} and {
			BEBryant
		}}
		
		
		
		
	
	
		,
	journal={{Journal of marketing}}
		
			60
			4
			
			,
	year={1996}
		
	

}

@incollection{b13,
	
	
		,
	title={{The American customer satisfaction index: nature, purpose, and findings}}
		,
	author={{
			CFornell
		} and {
			MDJohnson
		} and {
			EWAnderson
		} and {
			JCha
		} and {
			BEBryant
		}}
		
		
		
		
	
	
		,
	journal={{Journal of marketing}}
		
			60
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			,
	year={1996}
		
	

}

@book{b14,
	
	
		,
	title={{A service quality model and its marketing implications}}
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	author={{
			CGronroos
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	year={1984}
		
	

}

@incollection{b15,
	
	
		,
	title={{The Seven Secrets of Service Strategy: Jacques Horovitz}}
		,
	author={{
			JHorovitz
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		,
	journal={{Financial Times}}
		
			,
	year={2000}
			,
	publisher={Prentice Hall}
		
	

}

@book{b16,
	
	
		,
	title={{Customer behavior}}
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	author={{
			WDHoyer
		} and {
			DJMacinnis
		} and {
			RPieters
		}}
		
		
		
			,
	year={2001}
			,
	address={Boston, Houghton Mifflin Company}
		
	

}

@incollection{b17,
	
	
		,
	title={{Customer intention to return online: price perception, attribute-level performance, and satisfaction unfolding over time}}
		,
	author={{
			PJiang
		} and {
			BRosenbloom
		}}
		
	
	
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	journal={{European Journal of Marketing}}
		
			,
	year={2005}
		
	

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@book{b18,
	
	
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	title={{Juran on planning for quality}}
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	author={{
			JMJuran
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	year={1988}
			,
	publisher={Collier Macmillan}
		
	

}

@incollection{b19,
	
	
		,
	title={{The prosumer movement}}
		,
	author={{
			PKotler
		}}
	
	
		,
	booktitle={{Prosumer Revisited}}
				
			,
	publisher={VS Verlag für Sozialwissenschaften}
			,
	year={2010}
			
		
	

}

@book{b20,
	
	
		,
	title={{A framework for marketing management}}
		,
	author={{
			PKotler
		}}
		
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	year={2016}
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	publisher={Pearson Education Limited}
		
	

}

@incollection{b21,
	
	
		,
	title={{How to delight your customers}}
		,
	author={{
			KMatzler
		} and {
			HHHinterhuber
		} and {
			FBailom
		} and {
			ESauerwein
		}}
		
		
		
	
	
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			,
	year={1996}
		
	

}

@book{b22,
	
	
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	title={{Centralized consumer cash value accumulation system for multiple merchants}}
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			PDMccarthy
		}}
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	editor={U.S. Patent and Trademark Office}
		
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	year={1990}
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	address={U.S; Washington, DC}
		
	
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	note={Patent No 4,941,090}

}

@incollection{b23,
	
	
		,
	title={{Sustainable competitive advantage: combining institutional and resource-based views}}
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	author={{
			COliver
		}}
	
	
		,
	journal={{Strategic management journal}}
		
			18
			9
			
			,
	year={1997}
		
	

}

@incollection{b24,
	
	
		,
	title={{A conceptual model of service quality and its implications for future research}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LLBerry
		}}
		
		
	
	
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}

@incollection{b25,
	
	
		,
	title={{SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
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			LLBerry
		}}
		
		
	
	
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			64
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}

@book{b26,
	
	
		,
	title={{Measuring Service Quality Using SERVQUAL Model: A Case Study of E-Retailing in Iran (Doctoral dissertation}}
		,
	author={{
			SHSiadat
		}}
		
			,
	year={2008}
		
		
			Universiti Teknologi Malaysia
		
	

}

@incollection{b27,
	
	
		,
	title={{Customer satisfaction: A meta-analysis of the empirical evidence}}
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	author={{
			DMSzymanski
		} and {
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		}}
		
	
	
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	journal={{Journal of the academy of marketing science}}
		
			29
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}

@incollection{b28,
	
	
		,
	title={{Applying the internal marketing concept within large organizations: As applied to a credit union}}
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	author={{
			PTansuhaj
		} and {
			DRandall
		} and {
			JMccullough
		}}
		
		
	
	
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	journal={{Journal of Professional Services Marketing}}
		
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	year={1991}
		
	

}

@incollection{b29,
	
	
		,
	title={{Models of consumer satisfaction formation: An extension}}
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	author={{
			DKTse
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			PCWilton
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	journal={{Journal of marketing research}}
		
			25
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}

@book{b30,
	
	
		,
	title={{}}
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	author={{
			AWilson
		} and {
			VAZeithamal
		} and {
			MJBitner
		} and {
			DDGremler
		}}
		
		
		
		
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	year={2008}
			,
	publisher={Services Marketing. McGraw-Hill Education}
		
	

}

@incollection{b31,
	
	
		,
	title={{Measuring the Impacts of Customer Satisfaction on Profitability: A Sectoral Analysis}}
		,
	author={{
			MC HYeung
		} and {
			CTEnnew
		}}
		
	
	
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	journal={{Journal of Targeting, Measurement and Analysis for Marketing}}
		
			10
			2
			
			,
	year={2001}
		
	

}

@book{b32,
	
	
		,
	title={{Understanding the antecedents to customer loyalty by applying structural equation modeling. Total quality management & business excellence}}
		,
	author={{
			KYieh
		} and {
			YCChiao
		} and {
			YKChiu
		}}
		
		
		
			,
	year={2007}
			18
			
		
	

}

@book{b33,
	
	
		,
	title={{Managing customer satisfaction: a best practice perspective. The TQM magazine}}
		,
	author={{
			MZairi
		}}
		
			,
	year={2000}
		
	

}

@incollection{b34,
	
	
		,
	title={{Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence}}
		,
	author={{
			VAZeithaml
		}}
	
	
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	journal={{Journal of marketing}}
		
			52
			3
			
			,
	year={1988}
		
	

}

@book{b35,
	
	
		,
	title={{}}
		,
	author={{
			VAZeithaml
		} and {
			MJBitner
		} and {
			DDGremler
		} and {
			JP CDavalos
		} and {
			ILEspinosa
		}}
		
		
		
		
		
			,
	year={2009}
		
	
	,
	note={Marketing de servicios}

}

@incollection{b36,
	
	
		,
	title={{The impacts of customer satisfaction on profitability: a study of state-owned enterprises in China}}
		,
	author={{
			CZhang
		} and {
			FPan
		}}
		
	
	
		,
	journal={{Service Science}}
		
			1
			1
			
			,
	year={2009}
		
	

}