Estrategias bancarias aplicables a las bibliotecas : la satisfacción y fidelización de usuarios

Alvarez Alvarez, Begoña; Vázquez Casielles, Rodolfo (2005): Consumer evaluations of sales promotion: The effect on brand choice, European Journal of Marketing, Vol. 39, No. 1/2 , pp. 54-70.

Bauer, Hans H.; Hammerschmidt, Maik; Falk, Tomas (2005): Measuring the quality of e-banking portals, European Journal of Marketing, Vol. 23 No. 2, pp. 153-175

Gallate, George (2004): Business Gains, StarMatters: Global news monthly of euro RSCG worldwide, No. 10.

Gibson, Todd (2003): Building a retention strategy around client loyalty categories, Princeton Consultants.

Firma de información (2003): Fidelizando a los clientes: Marketing bancario de lealtad: Resumen Ejecutivo, España,.

Hall, Robert: Customer Relationships:The Secret behind Organic Revenue Growth, Aba Bank Marketing, January – february, 13, 2005.

Jones, T.; Sasser, E.( 1995): Why Satisfied Customers Defect, Harvard Business Review, November – December.

KnowledgeBase Loyalty INC: Loyalty: The most important issue to address in all your marketing efforts, Chicago, 1998.

Newby, Tony; Mcmanus, Sean (2002): The customer service pocketbook, 2da. Ed., Management pocketbooks.

Patel, Shail; Schlijper, Antoine (2003): Models of Consumer Behaviour, Unilever.

Pedersen, Per E.; Nysveen, Herbjorn (2001): Shopbot banking: An experimental study of customer satisfaction and loyalty,The International Journal of Bank Marketing, vol. 19, no. 4, pp. 146 – 155.

Pitsis, Tyrone S.; Kornberger, Martin; Clegg, Stewart (2004): The Art of Managing Relationships in Interorganizational Collaboration, M@n@gement,7(3): 47-67.

Reichheld, Frederick F (1996): Learning from Customer Defections, Harvard Business Review, March-April.

Shaw, James (2002): Are Your "Satisfied" Customers Leaving You for Higher Value Elsewhere?, Shaw Resources.

The design practice (2004): Creating customer Loyalty.

Umlauf, Konrad (2000): Bibliotheksmarketing, Institut für Bibliothekswissenschaft der Humboldt-Universität zu Berlin.