{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,3]],"date-time":"2026-04-03T19:52:04Z","timestamp":1775245924699,"version":"3.50.1"},"publisher-location":"Singapore","reference-count":30,"publisher":"Springer Nature Singapore","isbn-type":[{"value":"9789811990984","type":"print"},{"value":"9789811990991","type":"electronic"}],"license":[{"start":{"date-parts":[[2023,1,1]],"date-time":"2023-01-01T00:00:00Z","timestamp":1672531200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"},{"start":{"date-parts":[[2023,1,1]],"date-time":"2023-01-01T00:00:00Z","timestamp":1672531200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2023]]},"DOI":"10.1007\/978-981-19-9099-1_23","type":"book-chapter","created":{"date-parts":[[2023,5,11]],"date-time":"2023-05-11T10:26:01Z","timestamp":1683800761000},"page":"345-358","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":2,"title":["Relationship Marketing, The Way to Customer Satisfaction and Loyalty"],"prefix":"10.1007","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-3213-7402","authenticated-orcid":false,"given":"Adriano","family":"Costa","sequence":"first","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0003-4782-9548","authenticated-orcid":false,"given":"Joaquim","family":"Antunes","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2023,5,12]]},"reference":[{"key":"23_CR1","unstructured":"Antunes, J., Rita, P.: O Marketing Relacional como novo paradigma: Uma an\u00e1lise conceptual. Revista Portuguesa e Brasileira de Gest\u00e3o 7(2), 36\u201346 (2008)"},{"key":"23_CR2","unstructured":"Brambilla, F.R., Pereira, L.V., Pereira, P.B.: Marketing de Relacionamento: Defini\u00e7\u00f5es e Aplica\u00e7\u00f5es. INGEPRO\u2014Inova\u00e7\u00e3o, Gest\u00e3o e Produ\u00e7\u00e3o 02(12), 1\u20139 (2010)"},{"key":"23_CR3","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1177\/002224299305700101","volume":"57","author":"KL Keller","year":"1993","unstructured":"Keller, K.L.: Conceptualizing, measuring and managing customer-based brand equity. J. Mark. 57, 1\u201322 (1993)","journal-title":"J. Mark."},{"key":"23_CR4","unstructured":"Serra, E.M., Gonzalez, J.A.V.: A Marca: Avalia\u00e7\u00e3o e Gest\u00e3o Estrat\u00e9gica, Lisboa: Editorial Verbo (1998)"},{"key":"23_CR5","unstructured":"Martins, A.: Os determinantes para a fideliza\u00e7\u00e3o de clientes nas empresas. Disserta\u00e7\u00e3o de mestrado em Marketing e Neg\u00f3cios Internacionais, Instituto Superior de Contabilidade e Administra\u00e7\u00e3o de Coimbra, Coimbra (2022)"},{"key":"23_CR6","unstructured":"Martins, M.J.: Marketing Relacional e Qualidade do Servi\u00e7o na Satisfa\u00e7\u00e3o do Cliente. Disserta\u00e7\u00e3o mestrado em Marketing, Instituto Superior Contabilidade e Administra\u00e7\u00e3o de Aveiro, Aveiro (2013)"},{"key":"23_CR7","unstructured":"Antunes, J., e Rita, P.: O marketing relacional e a fideliza\u00e7\u00e3o de clientes: estudo aplicado ao termalismo portugu\u00eas. Economia Global e Gest\u00e3o, Agosto 109\u2013132 (2007)"},{"key":"23_CR8","unstructured":"Brito, C.M.: Marketing Relacional\u2014Das origens \u00e0s atuais escolas de pensamento. Revista Portuguesa de Marketing 26 (2011)"},{"key":"23_CR9","volume-title":"Ferramentas de Comunica\u00e7\u00e3o Relacional e o CRM na Promo\u00e7\u00e3o da Satisfa\u00e7\u00e3o e Fideliza\u00e7\u00e3o de Clientes","author":"DH Fonseca","year":"2020","unstructured":"Fonseca, D.H.: Ferramentas de Comunica\u00e7\u00e3o Relacional e o CRM na Promo\u00e7\u00e3o da Satisfa\u00e7\u00e3o e Fideliza\u00e7\u00e3o de Clientes. Publicidade e Rela\u00e7\u00f5es P\u00fablicas, Universidade da Beira Interior, Covilh\u00e3, Disserta\u00e7\u00e3o de Mestrado em Comunica\u00e7\u00e3o Estrat\u00e9gica (2020)"},{"key":"23_CR10","unstructured":"Berry, L.: Relationship marketing. In: Berry, L. Shostack, G., Upah, G. (eds.), Emerging Perspectives in Services Marketing, American Marketing (1983)"},{"key":"23_CR11","unstructured":"Stanton, J., Etzel, J., Walker, J.: Fundamentos de Marketing. 14\u00ba edi\u00e7\u00e3o, MacGraw-Hill Interamericana, M\u00e9xico (2007)"},{"key":"23_CR12","unstructured":"Lestari, R, Likumahua, C.E.J.: The Influence of Customer Relations, Pricing Strategy, and Branding Identity on Customer Satisfaction and Its Impact on Sales. Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Volume 5, N. 3, August 2022, Page: 25311\u201325319 (2022)."},{"key":"23_CR13","volume-title":"Fatores antecedentes do uso de um consumidor num mercado digital","author":"RPPA Mota","year":"2020","unstructured":"Mota, R.P.P.A.: Fatores antecedentes do uso de um consumidor num mercado digital. Tese de mestrado em Gest\u00e3o; Instituto Universit\u00e1rio de Lisboa-ISCTE, Lisboa (2020)"},{"key":"23_CR14","doi-asserted-by":"crossref","unstructured":"Aaker, D.: Commentary: do brands compete or coexist? By Sheth and Koschmann. From brand to subcategory competition. Eur. J. Market. 53(1), 25\u201327 (2019)","DOI":"10.1108\/EJM-07-2018-0490"},{"issue":"4","key":"23_CR15","doi-asserted-by":"publisher","first-page":"310","DOI":"10.1093\/intqhc\/mzq029","volume":"22","author":"A Anbori","year":"2010","unstructured":"Anbori, A., Ghani, S.N., Yadav, H., Daher, A.M., Su, T.: Patient satisfaction and loyalty to the private hospitals in Sana\u2019a Yemen. Int. J. Qual. Health Care 22(4), 310\u2013315 (2010)","journal-title":"Int. J. Qual. Health Care"},{"issue":"7","key":"23_CR16","doi-asserted-by":"publisher","first-page":"260","DOI":"10.3917\/mav.047.0260","volume":"47","author":"JM Sahut","year":"2011","unstructured":"Sahut, J.M., Moez, K., Mutte, J.L.: Satisfaction et fid\u00e9lisation aux services d\u00b4internet Banking, quelle influence sur la fid\u00e9lit\u00e9 \u00e0 la banque? Revue Management & Avenir 47(7), 260\u2013280 (2011)","journal-title":"Revue Management & Avenir"},{"issue":"1","key":"23_CR17","doi-asserted-by":"publisher","first-page":"73","DOI":"10.1108\/JABS-09-2015-0157","volume":"11","author":"V Sharma","year":"2017","unstructured":"Sharma, V.: Patient satisfaction and brand loyalty in health-care organizations in India. J. Asia Bus. Stud. 11(1), 73\u201387 (2017)","journal-title":"J. Asia Bus. Stud."},{"key":"23_CR18","unstructured":"Marques, A.: Marketing relacional \u2013 como transformar a fideliza\u00e7\u00e3o de clientes numa vantagem competitiva. (2\u00aa. ed.). Edi\u00e7\u00f5es S\u00edlabo, Lisboa (2014)"},{"key":"23_CR19","doi-asserted-by":"crossref","unstructured":"Oliver, R.L.: Satisfaction\u2014a behavioral perspective on the consumer, 2nd ed. eBook, Routledge (2014)","DOI":"10.4324\/9781315700892"},{"key":"23_CR20","doi-asserted-by":"crossref","unstructured":"Chiusoli, C., Kolodi, E., Ladislau, F., Egler, J., & Morais, J.: Avalia\u00e7\u00e3o da satisfa\u00e7\u00e3o sob a \u00f3tica do consumidor. Revista Estudos e Pesquisas em Administra\u00e7\u00e3o 4(1), 106\u2013123 (2020)","DOI":"10.30781\/repad.v4i1.9512"},{"key":"23_CR21","unstructured":"Esteban, I.: Marketing de los Servicios. 3\u00ba edi\u00e7\u00e3o, ESIC Editorial, Madrid (2000)"},{"key":"23_CR22","unstructured":"Rahayu L., Siti F. M.: Pengaruh Kualitas Produk, Kualitas Layanan, dan Persepsi Harga terhadap Kepuasan Pelanggan melalui Brand Trust Minuman KOI The Cabang Mall Plaza Indonesia. Syntax Literate: Jurnal Ilmiah Indonesia p\u2013ISSN: 2541\u20130849 eISSN: 2548\u20131398 Vol. 7, No. 3 (2022)."},{"key":"23_CR23","unstructured":"Rivas, J.A., Nogales, A.F., Arrizabalaga, I.G., Salinas, E.M., Liano, L.G.R, Maya, S.R., Moro, M.L.S.: Comportamiento del Consumidor\u201d. ESIC Editorial, Madrid (1999)"},{"issue":"4","key":"23_CR24","doi-asserted-by":"publisher","first-page":"48","DOI":"10.1177\/002224296703100410","volume":"31","author":"RE Frank","year":"1967","unstructured":"Frank, R.E.: Correlates of buying behavior for grocery products. J. Mark. 31(4), 48\u201353 (1967)","journal-title":"J. Mark."},{"issue":"1","key":"23_CR25","doi-asserted-by":"publisher","first-page":"13","DOI":"10.1177\/002224376800500101","volume":"5","author":"JD McConnell","year":"1968","unstructured":"McConnell, J.D.: The development of brand loyalty: an experimental study. J. Mark. Res. 5(1), 13\u201319 (1968)","journal-title":"J. Mark. Res."},{"key":"23_CR26","unstructured":"Kotler, P., Kartajaya, H., Setiawan, I.: Marketing 4.0: Mudan\u00e7a do Tradicional para o Digital. Conjuntura Actual Editora, Coimbra (2019)"},{"issue":"1","key":"23_CR27","doi-asserted-by":"publisher","first-page":"76","DOI":"10.1108\/09564230910936869","volume":"20","author":"MA Moliner","year":"2009","unstructured":"Moliner, M.A.: Loyalty, perceived value, and relationship quality healthcare services. J. Serv. Manag. 20(1), 76\u201397 (2009)","journal-title":"J. Serv. Manag."},{"key":"23_CR28","volume-title":"Perfil e Motiva\u00e7\u00f5es do Enoturista do P\u00f3lo de Turismo do Douro","author":"A Costa","year":"2014","unstructured":"Costa, A.: Perfil e Motiva\u00e7\u00f5es do Enoturista do P\u00f3lo de Turismo do Douro. Universidade de Aveiro, Aveiro, Tese de doutoramento (2014)"},{"key":"23_CR29","doi-asserted-by":"crossref","unstructured":"Kozak, M., Rimmington, M.: Tourist Satisfaction with Mallorca, Spain, as na off-season holiday destination. J Travel Res 38, 260\u2013269 (2000)","DOI":"10.1177\/004728750003800308"},{"issue":"4","key":"23_CR30","doi-asserted-by":"publisher","first-page":"442","DOI":"10.1093\/intqhc\/mzx058","volume":"29","author":"WJ Zhou","year":"2017","unstructured":"Zhou, W.J., Wan, Q.Q., Liu, C.Y., Feng, X.L., Shang, S.M.: Determinants of patient loyalty to healthcare providers: an integrative review. Int. J. Qual. Health Care 29(4), 442\u2013449 (2017)","journal-title":"Int. J. Qual. Health Care"}],"container-title":["Smart Innovation, Systems and Technologies","Marketing and Smart Technologies"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/978-981-19-9099-1_23","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2023,5,11]],"date-time":"2023-05-11T10:30:58Z","timestamp":1683801058000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/978-981-19-9099-1_23"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2023]]},"ISBN":["9789811990984","9789811990991"],"references-count":30,"URL":"https:\/\/doi.org\/10.1007\/978-981-19-9099-1_23","relation":{},"ISSN":["2190-3018","2190-3026"],"issn-type":[{"value":"2190-3018","type":"print"},{"value":"2190-3026","type":"electronic"}],"subject":[],"published":{"date-parts":[[2023]]},"assertion":[{"value":"12 May 2023","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}}]}}