62
Kotler, P. 1996. Marketing Management; Analysis, planning, implementation, and control, 6th edition,
New Jersey; Prentice – Hall.
Kumar, R. 2011. Research Methodology: A step by step guide for beginners. Third Edition. Cornwall:
Great Britain by TJ International Ltd.
Kumar, V. & Petersen A. J. 2012. Customer relationship management. United Kingdom: John Wiley &
Sons, Ltd.
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. 2004. Customer value, satisfaction, loyalty, and
switching costs: An illustration from a business-to-business service context. Journal of the Academy of
Marketing Science, Volome32, Issue 3, pp 293-311.
Lassfolk, K.2017.Interview with respondents from Trivsel-städtjänster. 10 July 2017.
Law of attraction. 2017. Available: http://www.thelawofattraction.com/what-is-the-law-of-attraction/
Accessed 18 July 2017.
Lovelock, C. & Wright, L. 2007. Principles of Service Marketing and Management. 5 nd ed. New Jersey:
Prentice Hall.
Malhotra, K. N. 2005. Review of Marketing Research: Special issue marketing legends. UK: Emerald
Group Publishing Limited.
Mäntyneva, M. Heinonen, J. & Wrange, K.2003. Markkinointitutkimus. Finland: WSOY.
McDonald, M. & Keen, P. 2000. The eProcess Edge: Creating customer value & business in the internet
era. United States of America: The McGraw-Hill Companies.
Munari, L., Lelasi, F. & Bajetta, L. 2013. Customer Satisfaction Management in Italian Banks.
Qualitative research in financial markets, Volume 5, Issue 2, pp 139- 160.
National Business Research Institution. 2017. Available: https://www.nbrii.com/ Accessed 7 June
2017.
Oliva, T.A., Oliver, R.L. & MacMillan, I.C. 1992. A catastrophe model for developing service
satisfaction strategies. Journal of Marketing, Volume 56, pp 83‐95.
Oliver, R.L. 1999. Whence consumer loyalty. Journal of Marketing. Volume 63, pp 33-44.
Peppers, D. & Rogers, M. 2011. Managing Customer Relationships: A Strategic Framework. New Jersey:
John Wiley & Sons Inc., Hoboken
Rakhsha, R. & Majidazar, M. 2011. Evaluation of effectiveness of green marketing mix on consumer
satisfaction and loyalty: (case study: the east Azerbaijan pegah dairy company in tabriz, iran), Middle-East
Journal of Scientific Research, Volume 10, Issue 6, pp755-763.