Hennig-Thurau, T.(1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology and Marketing, 14(8), 737-764. doi:10.1002/(sici)1520-6793(199712)14:8<737::aid-mar2>3.0.co;2-f

Hennig-Thurau, Thorsten. "The Impact of Customer Satisfaction and Relationship Quality On Customer Retention: A Critical Reassessment and Model Development". Psychology and Marketing, 14.8 ( 1997 ): 737-764.