Aaker, D. and Keller, K.L. (1990). Consumer evaluations of brand extensions, Journal of Marketing, Vol. 54 No. 1, January, pp. 27-41.
Abd-El-Salam, E. M. & Shawky, A. Y. & El-Nahas, T. (2013). The impact of corporate image and reputation on service quality, customer satisfaction and customer loyalty: testing the mediating role. Case analysis in an international service company”. Journal of Business and retail management research, Vol. 8 Iss. 1
Agut, S., Salanova, M. (2005). Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate, JOURNAL OF APPLIED PSYCHOLOGY Anderson, K., Joseph, M., Stone, G. (2003). Insurance customers’ assessment of service quality: a critical evaluation, Journal of Small Business and Enterprise Development, Vol. 10 Iss 1 pp. 81 – 92
Anderson, E. W. & Fornell, C. & Mazancheryl, S. K. (2004). Customer satisfaction and shareholder value, Journal of marketing, Vol. 68, pp 172-185.
Andreassen, T. W. & Lindestad B., (1998a). Customer loyalty and complex services, International Journal of Service Industry Management, Vol. 9, No.1, pp. 7 – 23.
Andreassen, T. W. & Lindestad B., (1998b). The effect of corporate image in the formation of customer loyalty, Journal of service research, Vol. 9, No.1, pp. 7 – 23.
Antón, C. & Camarero, C. & Carrero, M. (2007), The Mediating Effect of Satisfaction on Consumers’
Switching Intention “Psychology & Marketing, Vol. 24(6), pp. 511–538.
Baumgartner, H., & Hamburg, C. (1996). Applications of structural equation modeling in marketing and consumer research: A review. International Journal of Research in Marketing, 13, 139-161.
Bagozzi R., P. & Yi, Y., (1988). On the evaluation of structural equation model.
Bechmann, S. & Hirshals, P. (2014, 1. udg.). Gør kunden god igen - om at arbejde strategisk og praktisk med utilfredse kunder. Gyldendal business, København.
Berger, L. A., (1985). Word of Mouth Reputations in Auto Insurance Markets.
Berry, L. L. & Parasuraman, A. (1991), “Customers´ motivations for maintaining relationships with service providers”, journal of retailing, Vol. 71 No. 3, pp 223-47
Bitner, M.J. and Hubert, A.R. (1994). Encounter satisfaction versus overall satisfaction versus quality, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality – New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA, pp. 72-94.
Bitting, E. and Ghorbani, A. (2004). Protecting e-commerce agents from defamation, Electronic Commerce Research and Applications, Vol. 3, pp. 21-38.
Side 120 af 128 Bolton, R.N. & Drew, J.H. (1991). A multistage model of customers’ assessments of service quality and value, Journal of Consumer Research, Vol. 17, pp. 375-84.
Buchanan, R. & Gilles, C. (1990). Value managed relationship: the key to customer retention and profitability, European Management Journal, Vol. 8 No. 4, pp. 523-6.
Buch-Madsen, K. (2009, 1.udg.). Marketing - Klart og koncentreret. Forlaget samfundslitteraturen.
Frederiksberg.
Bureubiz.dk (2013). Marketindirektøren med branchens mindste reklamebudget (Besøgt, 15-05-2016) http://www.bureaubiz.dk/Nyheder/Artikler/2013/Uge-25/Marketingdirektoeren-med-branchens-mindste-reklamebudget
Burnham, T, Frels, J. Mahajan, V. (2003). Consumer switching costs: A typology, antecedents, and consequences.
Buttle, F. (1996). SERVQUAL: review, critique, research agenda, European Journal of Marketing, Vol. 30 No.
1, pp. 8-32
Cameran, M. & Moizer P. & Pettinicchio, A. (2010). Customer satisfaction, coporate image, and service quality in professional services, The service industries journal, Vol. 30 No. 3 pp. 421-435
Casaló, L. V. & Flavián, C. & Guinalíu, M. (2008). The role of satisfaction and website usability in developing customer loyalty and positive word-of-mouth in the e-banking services, European Journal of marketing, Vol.
42 iss 9/10, pp. 1095 -1105
CBS (1998). Hjælp Post Danmark til at blive bedre, Kundeanalyse.
Chaubey, D. S., & Sharma, M. (2014). An Empirical Study of Customer Experience and its Relationship with Customer Satisfaction towards the Services of Banking Sector. Journal of Marketing & Communication, Vol.
9(3).
Chen, M. & Wang, L. (2009). The moderating role switching barriers on customer loyalty in the life insurance industry, The service industries journal, Vol. 29, no. 8, August, pp 1105-1123
Chin, W.W. (1998). The partial least squares approach to structural equation modeling, in Marcoulides, G.A. (Ed.), Modern Methods for Business Research, Lawrence Erlbaum Associates, Mahwah, NJ, pp.
295-336.
Christopher, M. & Payne, A. & Ballantyne, D. (2011), “Relationsship marketing - creating stakeholder value”, Routledge, London & New York
Colgate, M. Hedge, R. (2001),"An investigation into the switching process in retail banking services", International Journal of Bank Marketing, Vol. 19 Iss 5 pp. 201 - 212
Colgate, M. Lang, B. (2001),"Switching barriers in consumer markets: an investigation of the financial services industry", Journal of Consumer Marketing, Vol. 18 Iss 4 pp. 332 - 347
Side 121 af 128 Corritore, L. C. & Kracher, B. & Widenbeck, S. (2003). Online trust: Concepts, evolving themes, a model.
International journal human-computér studies, Vol. 58, pp. 737-758
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 6, 55-68.
Day, G. (1969). A two-dimensional concept of brand loyalty, journal of advertising research, Vol. 9, pp 29-35.
Dick, A. S. (1994). Customer Loyalty: Toward an integrated conceptual framework, Journal of the academy of marketing science, pp 99-113
Dos Santos, C. P, Basso, K., (2012). Price unfairness: the indirect effect on switching and negative word-of-mouth, Journal of Product & Brand Management, Vol. 21 Iss 7 pp. 547 – 557
Doyle, M. (1987). Survey: value escapes shoppers, Adweek’s Marketing Week, Vol. 1, January 19, pp. 55-6.
Dowling, G. R. (1993). “Developing your company image into a corporate asset”, Long range planning, Vol.
26 No. 2, pp. 101-109
Duncan, E., Rawson, A., Jones, C., (2013). The truth about customer experience, Harvard Business Review, September, pp. 1-10
East, R. & Romaniuk, J. & Lomax, W. (2011). “The NPS and the ACSI - A critique and an alternative metric”. International journal of Market research vol. 53 No. 3, pp. 327-346
EPSI Danmark (2015). Forsikring – Rapport 2015. Pdf.
Erto P., Vanacore A., Staiano M. (2011). A service quality map based on Kano's theory of attractive quality, The TQM Journal, Vol. 23 Iss 2 pp. 196 - 215
Eskildsen, J. K., Kristensen, K., Juhl, H. J. & Østergaard, P (2004). The Drivers of Customer Satisfaction &
Loyalty. Total Quality Management & Business Excellence, 15, 859-868
Eskildsen, J. & Kristensen, K. (2008). “Customers satisfaction and customer loyalty as predictors of future business potential”, Total quality management, Vol 19. NO. 7 pp. 843-853
Finanswatch.dk (2016) http://finanswatch.dk/secure/Finansnyt/Forsikring/article8529895.ece (Sidst besøgt 15-05-2016)
Flavián, C. & Guinalíu, M. (2006). “Consumer trust, perceived security and privacy policy”, industrial management & Data systems, Vol. 106 iss 5, pp. 601-620
Flavián C. & Guinalíu, M. & Gurrea, R. (2006). “The role played by perceived usability, satisfaction and consumer trust on website loyalty”, Information & Management. The International Journal of Information Systems Applications, Vol. 43 No. 1, pp. 1-14.
Side 122 af 128 Fornell, C. (1992). " A National Customer Satisfaction Barometer: the Swedish Experience,
Journal of Marketing, Vol 56, No 1, (January), PP: 6-21.
Fornell, C., & Cha, J. (1994). Partial least squares. In: R.P. Bagozzi (Ed.), Advanced Methods of Marketing Research (pp. 52-78). Cambridge, Massachusetts: Blackwell.
Fornell, C. & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18 (1), 39-50.
Forsikring & Pension (2009). Analyserapport – Forsikringens samfundsøkonomiske betydning.
Gelbrich, K. and Roschk, H. (2011). A Meta-Analysis of Organizational Complaint Handling and Customer Responses. Journal of Service Research February 201114: 24-43
Goodman, J. (2006). Manage Complaints To Enhance Loyalty: Quality Progress39.2
Gronhaug, K. & Gilly, M. C. (1991), “A transaction cost approach to customer dissatisfaction and complaint actions”, Journal of economic psychology, Vol 12, pp. 165-83
Grönroos, C. (1982). “A service quality model and its marketing implications”, European Journal of Marketing, Vol. 18 No. 4, pp. 36-44.
Grönroos, C. (1983). Strategic Management and Marketing in the Service Sector, Research No. 83-104, Swedish School of Economics and Business Administration, Helsingfors.
Grönroos, C. (1984), “A service quality model and its marketing implications”, European Journal of Marketing, Vol. 18 No. 4, pp. 36-44.
Grönroos, C. (1988). “Service quality: the six criteria of good perceived service quality”, Review of Business, Vol. 9 No. 3, pp. 10-13.
Grønholdt, L. & Martensen, A. (2002). “Measuring and linking three dimensions of performance: The employee-customer-profit chain”, Papers from the third international conference on performance measurement and management - PMA 2002.
Grønholdt, L., Martensen, A. (2010). Measuring and managing brand equity - A study with on product and service quality in banking. International journal of quality and service sciences, Vol. 2, No. 2 Guillén, M & Nielsen, P. J. & Scheike, T. H. & Pérez-Marín (2012). ”Time-vary effects in the analysis of customer loyalty: Acase study in insurance”, Expert systems with application, Vol 39, pp 3551-3558 Gummesson, E. (1993). Quality Management in Service Organizations: An Interpretation of the Gwinnner, K. P. & Gremler, D. D. & Bitner, M. J. (1998), ”relational benefits in services industries: the customer´s perspective, Journal of the Academy of Marketing Science, Vol. 26 No. 2, pp. 101-14.
Gummesson, E. and Grönroos, C. (1988). “Quality of services: lessons from the product sector”, in Surprenant, C. (Ed.), Add Value to Your Service, American Marketing Association, Chicago, IL.
Side 123 af 128 Gurjeet Kaur R.D. & Sharma Neha Mahajan, (2012),"Exploring customer switching intentions through relationship marketing paradigm", International Journal of Bank Marketing, Vol. 30 Iss 4 pp. 280 - 302 Hansen, T. (2012). “The moderating influence of broad-scope trust on customers-seller relationships”, psychology & marketing, Vol. 29 no. 5, 350-364.
Hansen, T. (2014). http://varefakta.dk/nyhedsarkiv/maerkning/varefakta-som-retfaerdiggoerelse-af-forbrugernes-indkoeb/ ( senest set d. 14-05-2016)
Hansen, T. (2015). Lektion 11. ppt. (CBS: forbrugeradfærd 2015)
Hair, J.F., Sarstedt, M., Rieper, T.M., & Ringle, C.M. (2012). The use of partial least squares structural equation modeling in strategic management research: A review of past practices and
recommendations for future applications. Long Range Planning, 45 (5-6), 320-340.
Henseler, J, Ringle, C.M., & Sinkovics, R.R. (2009). The use of partial least squares path modeling in international marketing. Advances in International Marketing, 20, 277-319.
Homburg, C. & Fürst, A. (2005). How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach. Journal of Marketing: July 2005, Vol. 69, No. 3, pp.
95-114.
Homburg, C., Kuester, S., Krohme, H. (2012). Marketing Management: A Contemporary Perspective. Second Edition
Hoyle, R. H. (ed.) (1995). Structural Equation Modeling. Thousand Oaks, CA.: SAGE Publications, Inc.
Hsee, C. K., & Kunreuther, H. C. (2000). The Affection Effect in Insurance Decisions. Journal of Risk and Uncertainty,20(2), 141-159.
Hulland, J. (1999). Use of partial least squares (PLS) in strategic management research: A review of four recent studies. Strategic Management Journal, 20 (2), 195-204.
Ismail, A. R., Melewar, T., Lim, L., & Woodside, A. (2011). Customer Experiences with Brands: Literature review and research directions. The Marketing Review, 11(3), 205–225
Jacoby, J. (1971). “A model of multi-brand loyalty”, Journal of advertising research, pp 25-31 Jacobsen, P. Ø. & Ringberg, T. (2011). Profitable kunder nu - Analyse om kunderelationer, CBS Jacobsen, P. Ø & Ulka, P. (2012). “Share of wallet” til “share of life” CRM 2.0 - Håndbogen strategi, implementering og systemvalg”. Efficiens & HerbertNathan & Co.
Jacobsen, P. Ø. & Varnes, C. (2012). CBS Effekter & virkningsgrader af markedsføring - Casestudie af tilbudsaviser i detailhandlen,Hentet
:http://openarchive.cbs.dk/bitstream/handle/10398/8424/CBS%20rapport%20om%20effekter%20og%20vir kningsgrader%20af%20markedsf%C3%B8ring.pdf?sequence=1 (d. 14-04-16)
Side 124 af 128 Jensen, J. M & Hansen, T. (2006). ”An empirical examination of brand loyalty”, Journal of product & Brand Management, Vol. 15, no 7, pp 442- 449
Jeong E., Jang S., (2011). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations: International Journal of Hospitality Management 30 (2011) 356–366
Johnson, M.D. and Fornell, C. (1991). “A framework for comparing customer satisfaction across individuals and product categories”, Journal of Economic Psychology, Vol. 12, pp. 267-86.
Johnson, M. D., & Gustafsson, A. (2000). Improving customer satisfaction, loyalty and profit: An integrated measurement and management system. San Francisco, CA: Jossey-Bass.
Johnston, R. (1995). “The determinants of service quality: satisfiers and dissatisfiers”, International Journal of Service Industry Management, Vol. 8 No. 5, pp. 53-71.
Johnston, R. (1997). “Identifying the critical determinants of service quality in retail banking:
importance and effect”, International Journal of Bank Marketing, Vol. 15 No. 4, pp. 111-6.
Jones, T. O., & Sasser, W. E., Jr. (1995). Why satisfied customers defect. Harvard Business Review, 73, 88–99 Jones, M., Mothersbaugh, D., Beatty, S. (2000). Switching barriers and repurchase intentions in services.
Joshi, P. C. (2008). CRM in insurance: the new way. Global journal of business management, Vol. 2, No. 2 Jung, A. E. (1978). Automobile Insurance Rates in Chicago, Illinois, Journal of Risk and Insurance, 45: 507-515
Jyllands-Posten (2015). Kæmpe forskel på forsikringer
http://jyllands-posten.dk/livsstil/forbrug/ECE7392206/K%C3%A6mpe-forskel-p%C3%A5-forsikringspriser/
(Besøgt 16-05-2016)
Kandampully, J. & Hu, H.H., (2007)."Do hoteliers need to manage image to retain loyal customers?", International Journal of Contemporary Hospitality Management, Vol. 19 , No. 6, pp. 435 – 443 Keaveney, S. (1995). Customer Switching Behavior in Service Industries: An Expioratory Study Keiningham, T.L., Aksoy, L., Cooil, B. and Andreassen, T.W. (2008b). “Linking customer loyalty to growth”, MIT Sloan Management Review, Vol. 49 No. 4, pp. 51-57.
Keller, K. (1993). “Conceptualizing, measuring, and managing customer based equity”, Journal of Marketing, Vol. 1.
Kietzmann, J., & Canhoto, A. (2013). Bittersweet! Understanding and Managing Electronic Word of Mouth.
Journal of Public Affairs, 13(2),
Krisna, A. & Dangayach, G. S. & Jain, R. (2011). A conceptual framework for the service recovery paradox. The marketing review, Vol. 11, no. 1, pp. 41-56.
Side 125 af 128 Kristensen, K. and Westlund, A.H. (2004). “The one number you need to grow: (comment on
Reichheld)”, Harvard Business Review, Vol. 82 No. 4, pp. 136-137.
Knudsen, T., Jensen, J., M. (2014). Analyse af spørgeskemadata med SPSS: Teori, anvendelse og praksis, 3.
udgave, Odense: Syddansk Universitetsforlag
Konkurrence- og forbrugerstyrelsen (2012). Forbrugernes skift af mobil- og forsikringsudbyder
Konkurrence- og Forbrugerstyrelsen (2014). Konkurrence- og Forbrugeranalyse 08. On-line ISBN 978-87-7029-484-3
Kucinskiene, M., Le MouUec, Y., Ulbinaite, A. (2013). Determinants of Insurance Purchase Decision Making in Lithuania. Engineering Economics, 2013, 24(2), 144-159
Kunreuther, H. C , & Pauly, M. (2005). Insurance Decision-Making and Market Behaviour. Foundations and Trends® in Microeconomics, 1(2), 63-127.
LeClerc, F. & Little, J. D. C. (1997). “can advertising make FSI coupons more effective”, journal of marketing research , Vol. 34, pp. 473-484.
Lee, K., K. Chung & K. Nam (2013). Orchestrating Designable Touchpoints for Service Businesses. Design Management Institute Review 24(3), 14-21.
Lærestandens Brandforsikring (2016). Medlemsfordele
https://www.lb.dk/Medlem/BlivMedlem (Besøgt, 21-02-2016)
Magnini, V. P. & Ford, J. B. & Markowski, E. P. & Honeycutt jr., E. D. (2007). The service recovery paradox: justifiable theory or smoldering myth? Journal of service marketing, Vol. 21 iss: 3, pp. 213-225.
Malhotra, K. N., Birks, F. D. & Wills, P. (2012). Marketing Research: An Applied Approach
Maxwell, S. (2008). Fair price: research outside marketing, Journal of Product & Brand Management, Vol. 17 No. 7,pp. 497-503.
Mittal, B. (1999). The Advertising of Services: Meeting the Challenge of Intangibility Journal of Service Research, ; vol. 2, 1: pp. 98-116.
Morgan, R.M. and Hunt, S.D. (1994), “The commitment-trust theory of relationship marketing”, Journal of Marketing, Vol. 58, July, pp. 20-38.
Murray, K. B. & Schlacter, J. L. (1990), “The impact of services versus goods on consumers´ assessment of perceived risk and variability”, Journal of the Academy of Marketing science, Vol.19 No. 1, pp 51-65 Neal, W. D. (1999). Satisfaction is nice, but value drives loyalty? Marketing Research, 11, 20–24.
Nielsen, J. (1994). Usability Engineering, Morgan Kaufmann, San Francisco, CA.
Side 126 af 128 Nielsen (2015). Global trust in advertising. (Besøgt 15-05-2016)
http://www.nielsen.com/us/en/insights/reports/2015/global-trust-in-advertising-2015.html Oliver, R. (1993). “Cognitive, affective and attribute bases of the satisfaction response”, Journal of Consumer Research, Vol. 20, pp. 418-30.
Oliver, R. L. (1997). “Satisfaction”, McGraw-H, New York.
Oliver, R. L. (1999). “Whence consumer loyalty?”, Journal of marketing, Vol. 63 (Special issue 1991), pp 33-44
Patterson P., (2004),"A contingency model of behavioural intentions in a services context", European Journal of Marketing, Vol. 38 Iss 9/10 pp. 1304 - 1315
Patterson, L. (2009). Managing Touch Point Value: 10 Steps to Improve Customer Engagement. Customer THINK VisionEdge Marketing, Inc
Parasuramanm A. & Zeithaml, V. A. & Berry, L. L. (1985). “A conceptual model of service quality and its implication for future research (SERVQUAL)”, Journal of marketing, Vol 49 (fall), 41-50
Parasuraman, A. & Zeithaml, V.A. & Berry, L.L. (1988). “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40
Picón, A. & Castro, I. & Roldán, J. L (2013). “the relationship bwtween satisfaction and loyalty: A mediator analysis”, Journal of business research, Vol. 67, pp 746-751
Ping, J., Robert A. (1993). The effects of satisfaction and structural contraints on retailer exiting, voice, loyalty opportunism and neglect.
Ping, R. A. (1994).”Does satisfaction moderate the association between alternative attractiveness and exist intention in a marketing channel?”, Journal of the Academy of Marketing Science, 22, 364–371.
Raj, S.P. (1985). “Striking a balance between brand‘popularity’ and brand ‘loyalty’”, Journal of Marketing, Vol. 49, pp. 53-9.
Rand, E. I. G. K. (2006). “Path analysis of perceived service quality, satisfaction and loyalty in greek insurance”, managing service quality: an international journal, Vol. 17 iss 5, pp 501-519.
Reichheld, F. and Sasser, W.E. (1990). “Zero defections”, Harward Business Review, Vol. 68, pp. 105-11.
Reichheld, F. F. (2003). “The number you need to grow”. Harvard Business Review, Vol. 81 Issue 12, p46-54.
Reichheld, F. F. & Teal, T. (1996). “The loyalty effect - the hidden force behind growth, profits and lasting value”, Harvard business school press, Boston (massaachusetts).
Side 127 af 128 Samlino (2016). Top fem største forsikringsselskaber i Danmark
http://www.samlino.dk/blog/top-fem-stoerste-forsikringsselskaber-i-danmark (Besøgt, 21-02-2016) Samuel, M. S. & Mittal, P. (2011). “CRM strategies: an underlying Market based strategy for insurers: A quality study”, Synergy, Vol. IX no. I
Sarstedt, M. & Wilczynski, P. & Melewar, T.C., (2012). “Measuring reputation in global markets—A comparison of reputation measures’ convergent and criterion validities”, Journal of World
Business, under press, pp.1-11.
Schlesinger, H., Schulenburg, J. (1993). Consumer Information and Decisions to Switch Insurers.
Sharma, N. and Patterson, P.G. (2000), “Switching costs, alternative attractiveness as moderatorsof relationship commitment in professional consumers services”, International Journal of Service Management, Vol. 11 No. 5, pp. 470-90.
Silva, R. V. D. & Alwi, S. F. S. (2008) “Online corporate brand image, satisfaction and loyalty”, Brand management, Vol. 16 No. 3 pp. 119-144
Smith, A. & Bolton, R. (1998), “ an experimental investigation of customers reactions to service failure and recovery encounters: paradox or peril?”, Journal of service research, Vol. 1 No. 1, pp. 65 -81
Solomon, M. R. & Bamossy, G. J. & Askegaard, S. T. & Margaret, K. H. (2013). Consumer behavior A European perspective. Person. 5. Udg.
Stanford, J., Tauber, E.R., Fogg, B.J., Marable, L., 2002. Experts vs. online consumers: a comparative credibility study of health and finance web sites. http://www.consumerwebwatch.org/news/report3 credibilityresearch/slicedbread abstract.htm, adgang 9/3/2016
Sureshchandar, G. S., Rajendran, C., & Kamalanabhan, T. J. (2001). Customer perceptions of service quality:
A critique. Total Quality Management, 12(1), 111–124
Sørensen, I. (2010). Forsikringsret. Jurist- og Økonomiforbundets Forlag, 5. Udgave.
Tax, S. S. & Brown, S. W. & Chandrashekaran, M. (1998). “Customers evaluations of service complaint experience implication for relationships marketing”, journal of marketing, Vol. 62, PP 60-76.
Taylor, S. A. (1994). “An assessment of the relationship between service quality and customers satisfaction in the formation of consumers´ purchase intentions
Tseng, L., Yu, T. (2016). The role of salespeople in developing life insurance customer loyalty, International Journal of Retail & Distribution Management, Vol. 44 Iss 1 pp. 22 – 37
Vagias, W., M. (2006). Likert-type scale response anchors. Clemson International Institute for Tourism &
Research Development, Department of Parks, Recreation and Tourism Management. Clemson University.
Verwohlt, B., (2015). Foredrag af Bjørn Verwohlt, Koncernmarketing chef TopDanmark