1. | Alejziak W. (2013). Typologizacja i modelowanie, jako instrumenty naukowego wyjaśniania zjawisk i procesów turystycznych [Typology and modelling as the instruments for scientific explanation of tourist phenomena and processes]. In: L. Butowski (ed.) Badan |
2. | American Customer Satisfaction Index Methodology Report (2005). Milwaukee: The Regents of the University of Michigan. |
3. | Butcher K., Sparks B., O'Callaghan F. (2001). Evaluative and relational influences on service loyalty. International Journal of Service Industry Management. 12(4): 310-327. |
4. | Dick, A., Basu, K. (1994). Customer loyalty: towards an integrated framework. Journal of the Academy of Marketing Science. 22 (2): 99-113. |
5. | Eskildsen, J. K., Kristensen, K., Juhl, H. J., & Østergaard, P. (2004). The Drivers of Customer Satisfaction and Loyalty: The Case of Denmark 2000-2002. Total Quality Management & Business Excellence. 15(5-6): 859-868. |
6. | Fornell C.G. (1992). A National Customer Satisfaction Barometer: Swedish Experience. Journal of Marketing. 1: 1-21. |
7. | Fornell C.G., Johnson M.D., Anderson E.W., Cha J., Bryant B.E. (1996). The American Customer Satisfaction Index: Nature, purpose, and findings. Journal of Marketing. 60(4): 7-18. |
8. | Fornell C.G. (1997). The ACSI Model of satisfaction (in:) T. G., Vavra, Improving your Measurement of Customer Satisfaction, American Society for Quality, Milwaukee 1997. |
9. | Johnson M. D., Gustaffson A., Andreassen T. W., Lervik L., Cha J. (2001). The Evolution and Future of National Satisfaction Index Models, Journal of Economic Psychology. 22: 217-245. |
10. | Kandampully J., Suhartanto D. (2000). Customer loyalty in the hotel industry: the role of customer satisfaction and image. International Journal of Contemporary Hospitality Management. 12(6): 346-351. |
11. | Kieżel E., Smyczek S. (2011). Zachowania polskich konsumentów w warunkach kryzysu gospodarczego [Polish consumers’ behaviors in the conditions of economic crisis]. Warsaw: Placet Publishers. |
12. | Lemon K.N., White T.B., Winer R.S. (2002). Dynamic Customer Relationship Management: Incorporating Future Considerations on the service Retention Decision. Journal of Marketing. 66(1): 1-14. |
13. | Luarn P., Lin H. (2003). Customer Loyalty Model for E-Service Context. Journal of Electronic Commerce Research. 4(4): 156-167. |
14. | Mc Alexander J.H., Kim S.K., Roberts S.D. (2003). Loyalty: The Influence of Satisfaction and Brand Community Integration. Journal of Marketing Theory and Practice. Nr 11(4): 1-11. |
15. | Michalska-Dudek I. (2013). Pojęcie, rodzaje i motywy lojalności klientów przedsiębiorstw turystycznych [Concept, types and motives of customer loyalty of tourist enterprises]. In: A. Rapacz (ed.), Gospodarka turystyczna w regionie. Rynek turystyczny – wsp |
16. | Oliver, R. L. (1999), Whence Consumer Loyalty? Journal of Marketing, Vol. 63, No. 4: 33–45. |
17. | Phipps R., Simmons C. (1997). Understanding Customers. Oxford: Butterworth Heinemann |
18. | Pong L.T., Yee P.T. (2001). An Integrated Model of Service Loyalty. Academy of Business & Administrative Sciences, International Conferences, Brussels. |
19. | Rudnicki L. (2012). Zachowania konsumentów na rynku [Market consumer behavior]. Warsaw: PWE |
20. | Seweryn, R. (2012). Wartość usług turystycznych dla klienta jako instrument budowania jego lojalności wobec obszaru recepcji turystycznej (na przykładzie Krakowa) [The value of tourist services for a client as an instrument of loyalty development for a to |
21. | Siemieniako D., Urban W. (2006). Modele lojalności klientów - rola satysfakcji oraz kierunki badań. Marke¬ting i Rynek [Customer loyalty models – the role of satisfaction and research directions. Marketing and Market]. 8/2006: 12-18. |
22. | Skowron S., Skowron Ł. (2012). Lojalność klienta a rozwój organizacji [Customer loyalty vs. organization development]. Warsaw: Difin Publishers. |
23. | Smyczek S., Sowa I. (2005). Konsument na rynku. Zachowania, modele, aplikacje [Consumer on the market]. Warsaw: Difin Publishers. |
24. | Światowy G. (2006). Zachowania konsumentów [Consumer behaviors]. Warsaw: PWE |
25. | Urban W., Siemienako D. (2008). Lojalność klientów. Modele, motywacja i pomiar [Customer loyalty. Models, motivation and measurement]. Warsaw: PWN Scientific Publishers. |
26. | Zalega T. (2012). Konsumpcja, teorie, modele [Consumption, theories, models]. Warsaw: PWE |
27. | Zins A.H. (2001). Relative attitudes and commitment in customer loyalty models. Some experiences in the commercial airline industry. International Journal of Service Industry Management. 12(3): 269 – 194. |