C. Lovelock and J. Wirtz, Services Marketing: People, Technology, Strategy, 2007.

V. Kumar, An Empirical Investigation of the Linkage between Dependability, Quality and Customer Satisfaction in Information Intensive Service Firms, 2011.

J. N. Sheth, N. K. Sethia, S. , and S. , Mindful consumption: a customer-centric approach to sustainability, Journal of the Academy of Marketing Science, vol.18, issue.4, pp.21-39, 2011.
DOI : 10.1007/s11747-010-0216-3

URL : http://citeseerx.ist.psu.edu/viewdoc/summary?doi=

G. Verona and E. Prandelli, A Dynamic Model of Customer Loyalty to Sustain Competitive Advantage on the Web, European Management Journal, vol.20, issue.3, pp.299-309, 2002.
DOI : 10.1016/S0263-2373(02)00046-4

T. P. Stank, T. J. Goldsby, and S. K. Vicekry, Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry, Journal of Operations Management, vol.17, issue.4, pp.429-447, 1999.
DOI : 10.1016/S0272-6963(98)00052-7

S. E. Sampson, Understanding service businesses: Applying Principles of the Unified Services Theory. 2 nd Edition, 2001.

S. E. Sampson and C. M. Froehle, Foundations and Implications of a Proposed Unified Services Theory, Production and Operations Management, vol.3, issue.2-3, pp.329-343, 2006.
DOI : 10.1111/j.1937-5956.2006.tb00248.x

N. Slack, S. Chambers, and R. Johnston, Operations Management, 2004.

V. A. Zeithaml, A. Parasuraman, and L. L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations, 1990.

A. Parasuraman, Refinement and Reassessment of the SERVQUAL Scale, Journal of Retailing, vol.67, issue.4, pp.420-450, 1991.

A. E. Gonzalez, R. L. Comesana, and F. A. Brea, Assessing tourist behavioral intentions through perceived service quality and customer satisfaction, Journal of Business Research, vol.60, issue.2, pp.153-160, 2007.
DOI : 10.1016/j.jbusres.2006.10.014

J. Pfeffer, Building Sustainable Organizations: The Human Factor, pp.34-45, 2010.

W. C. Johnson and A. Sirikit, Service quality in the Thai telecommunication industry: a tool for achieving a sustainable competitive advantage, Management Decision, vol.40, issue.7, pp.693-701, 2002.
DOI : 10.1108/00251740210438526

P. Ghemawat, Sustainable Advantage, Harvard Business Review, 1986.

C. Grönroos, From Scientific Management to Service Management, International Journal of Service Industry Management, vol.5, issue.1, pp.5-20, 1994.
DOI : 10.1108/09564239410051885

J. L. Heskett, T. O. Jones, G. W. Loveman, W. E. Sasser-jr, and L. A. Schlesinger, Putting the Service-profit Chain to Work, Harvard Business Review, pp.164-174, 1994.

J. J. Cronin and M. H. Morris, Satisfying customer expectations: The effect on conflict and repurchase intentions in industrial marketing channels, Journal of the Academy of Marketing Science, vol.7, issue.June, pp.41-49, 1989.
DOI : 10.1007/BF02726352

D. E. Innis, L. Londe, and B. J. , Customer Service: the Key to Customer Satisfaction, Customer Loyalty, and Market Share, Journal of Business Logistics, vol.15, issue.1, pp.1-27, 1994.

A. Eggert and W. Ulaga, Customer perceived value: a substitute for satisfaction in business markets?, Journal of Business & Industrial Marketing, vol.17, issue.2/3, pp.107-118, 2002.
DOI : 10.1108/08858620210419754

URL : https://hal.archives-ouvertes.fr/hal-00484980

A. Parasuraman, L. L. Berry, and A. V. Zeithaml, SERVQUAL: A Multiple Item Scale for Measuring Customer Perception of Service Quality, Journal of Retailing, vol.64, issue.1, pp.12-40, 1988.

J. S. Chiou, C. Droge, and S. Hanvanich, Does Customer Knowledge Affect How Loyalty is Formed?, Journal of Service Research, vol.60, issue.3, pp.113-124, 2002.
DOI : 10.1037/0021-9010.79.6.875

URL : http://nccur.lib.nccu.edu.tw/bitstream/140.119/12490/1/{1}

S. M. Goldstein, R. Johnston, J. Duffy, and J. Rao, The service concept: the missing link in service design research?, Journal of Operations Management, vol.20, issue.2, pp.121-134, 2002.
DOI : 10.1016/S0272-6963(01)00090-0

J. Y. Lai and C. C. Yang, Effects of employees perceived dependability on success of enterprise applications in e-business, Industrial Marketing Management, pp.263-274, 2009.

E. D. Rosenzweig and A. V. Roth, Towards a Theory of Competitive Progression: Evidence from High-Tech Manufacturing, Production and Operations Management, vol.14, issue.4, pp.354-368, 2004.
DOI : 10.1111/j.1937-5956.2004.tb00223.x

V. Kumar, L. Batista, and R. Maull, The Impact of Operations Performance on Customer Loyalty, Service Science, vol.3, issue.2, pp.158-171, 2011.
DOI : 10.1287/serv.3.2.158