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Weissenberg, Adam, Ashley Katz, and Anupam Narula. “A Restoration in Hotel Loyalty: Developing a Blueprint for Reinventing Loyalty Programs.” Deloitte Development LLC, 2013.

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Coyles, Stephanie, and Timothy C. Gokey. “Customer Retention Is Not Enough.” The McKinsey Quarterly, no. 2 (2002): 81–89.

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Jones, Thomas O., and W. Earl Sasser, Jr. “Why Satisfied Customers Defect.” Harvard Business Review 73 (November-December 1995): 88–99.

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Aksoy, Lerzan. “How Do You Measure What You Can't Define? The Current State of Loyalty Measurement and Management.” Journal of Service Management 24, no. 4 (2013): 356–381.

30

CEO Challenge 2014, Conference Board Research Report R-1537–14-RR.

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Temkin, “The State of Customer Experience Management”

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For example, see the Customer Experience Professionals Association, http://www.cxpa.org/.

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MENG Marketing Trends Report 2009, Anderson Analytics LLC, accessed August 27, 2013, http://www.slideshare.net/hubbudunya/meng-marketing-trends-report-2009.

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Aksoy, “How Do You Measure What You Can't Define?”

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Bradford, Harry. “1 °Companies with the Best Customer Experience.” The Huffington Post, September 20, 2011, accessed on September 6, 2013, http://www.huffingtonpost.com/2011/09/20/the-top-10-companies-with-most-admired-customer-experience_n_972027.html.

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Reichheld, Frederick F. “The One Number You Need to Grow.” Harvard Business Review 81, no. 12 (2003): 46–55.

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Hayes, Bob E. “Customer Loyalty 2.0.” Quirks Marketing Research Review 57 (October 2008): 54–58, http://www.quirks.com/articles/2008/20081004.asp.

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Keiningham, Timothy L., Bruce Cooil, Tor Wallin Andreassen, and Lerzan Aksoy. “A Longitudinal Examination of Net Promoter and Firm Revenue Growth.” Journal of Marketing 71, no. 3 (July 2007): 39–51; Morgan, Neil A., and Lopo Leottte do Rego. “The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance.” Marketing Science 25, no. 5 (September/October 2006): 426–439; and Van Doorn, Jenny, Peter S.H. Leeflang, and Marleen Tijs. “Satisfaction as a Predictor of Future Performance: A Replication.” International Journal of Research in Marketing 30, no. 3 (2013): 314–318.

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“What Is Net Promoter?” accessed September 16, 2006, http://www.netpromoter.com/netpromoter/index.php.

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Van Doorn, Leeflang, and Tijs, “Satisfaction as a Predictor,” p. 314.

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