, 1994). Conclusion

This study has attempted to the factors that create and fuel customer loyalty at CH2M Hill. The study found a string correlation between quality service deliveries (based on the principles of outperformanceTM) with increased customer loyalty. We can therefore conclude that the outperformanceTM model effectively improves the level of customer loyalty at CH2M Hill.

References

Baldridge (2010). An executive's guide to the criteria of performance excellence http://www.nist.gov/baldrige/publications/upload/Baldrige_20_20.pdf

Barnes, J.G. (2003), "Establishing meaningful customer relationships: why some companies and brands mean more to their customers," Managing Service Quality, Vol. 13 No.3, pp.178-86.

CH2M Hill (2011).CH2M Hill 2011 Sustainability Report Overview

http://www.ch2m.com/corporate/sr/_project-assets/CH2MHILL-Sustainability_Report_2011_Overview_A4.pdf

Dick, A., Basu, K. (1994), "Customer loyalty: toward an integrated conceptual framework," Journal of Marketing Science, Vol. 22 No.2, pp.99-113.

McIlroy, A., Barnett, S. (2000), "Building customer relationships: do discount cards work?," Managing Service Quality, Vol. 10 No.6, pp.347-55.

Ravald, A., Gronroos, C. (1996), "The value concept and relationship marketing," European Journal of Marketing, Vol. 30 No.2, pp.19-30.

Reicheld, F.F. And Sasser, W.E. Jr. (1990), "Zero defections comes to services," Harvard Business

Review, September-October, pp. 105-11.

(2005), "Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate," Journal of Applied Psychology, Vol. 90 No.6, pp.1217-27.
Saunders, M., Lewis, P., Thornhill, A. (2003), Research Methods for Business Students, 3rd ed., Financial Times Prentice-Hall, Harlow, .

Storbacka, K., Strandvik, T. And Gronroos, C. (1994), "Managing customer relationships for profit:

the dynamics of relationship quality," International Journal of Service Industry Management,

Vol. 5 No. 5, pp. 21-38.

Sopanen, B. (1996), "Enhancing customer loyalty," Retail Week, No.December, pp.21-4.

Uncles, M. (1994), "Do you or your customers need a loyalty scheme?," Journal of Targeting, Measurement and Analysis for Marketing, Vol. 2 No.4, pp.335-50.

Wright, C., Sparks, L. (1999), "Loyalty saturation in retailing: exploring the end of retail loyalty cards?," International Journal of Retail & Distribution Management, Vol. 27 No.10, pp.429-39

Yi, Y. (1990), "A critical review of consumer satisfaction," in Zeithaml, V. (Ed.), Review of Marketing, 1990, American Marketing Association, Chicago, IL, pp. 68-123