Spreading the Word: Investigating Antecedents of Consumers' Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context T. J. Brown Journal of the Academy of Marketing Science 2005 33(2), 123-138
"Migrating" to New Service Providers: Toward a Unifying Framework of Consumers' Switching Behaviors H. S. Bansal Journal of the Academy of Marketing Science 2005 33(1), 96-115
Customer Relationship Dynamics: Service Quality and Customer Loyalty in the Context of Varying Levels of Customer Expertise and Switching Costs S. J. Bell Journal of the Academy of Marketing Science 2005 33(2), 169-183