12-1 Reminder Assignment (4) Due on Find at least five papers (at least two of these papers should have appeared within the last three years) exactly related to your research issue. Write the literature review along with future directions

12-2 Final Task – (35 marks) A full length paper as per the proposed synopsis - May bean empirical eveidence OR a review paper OR a thought paper - Should have proper paper format with A Title; Authors name with and affiliation; Abstract; Introduction, Literature review; Methodology; Conclusions and Discussions; References.

12-3 Presentations-Schedule March 07: Kamran; Faisal Hashmi; Arif Mukhtar Faisal Khan; Adeem Qadeer; Feroz Baig March 21: Kashif Iqbal; Suleman Anwar; Waqas H. S. Hafiz Ahmad; Mian Zaheer; Asadur-Rehman March 28: Imran Shrif; Faisal Ali; Ibn-ul-Hasan Faisal Munir;Bushra Saeed, Taseem April 04: Javed Iqbal; Khurram; M. Amjad; Musadaq Ali; M. Ilyas

12-4 Fullerton (2005) Title:The service quality–loyalty relationship in retail services: does commitment matter? Important Terms: Service Quality Commitment ( Affective and Continuous) Loyalty Relationship

12-5 Fullerton (2005) Interaction quality is that What goes on in the service encounter between the customer and the service provider Environment quality is the extent to which the tangible features of the service-place playa formative Outcome quality is defined as the customers evaluation of the result of the service act, including the punctuality of the service provider

12-6 Fullerton (2005) Alternative scarcity Affective commitment Continuance Commitment Loyalty dimensions 1.Advocacy Intensions 2.Switching Intensions 3.Willingness to pay more

12-7 Fullerton (2005) Explanation of All tables directly from the paper Explanation of the Figures (SEM) from the paper

12-8 Bontis (2004)

12-9 Bontis (2004) Growth in literacy rate ( )

12-10 Bontis (2004) Human Capital: - Literacy rate - No of tertiary schools per capita - % of primary school teachers with required qualifications - No of tertiary students per capita - Cumulative tertiary graduates per capita - % of male grade 1 net intake - % of female grade 1 net intake

12-11 Bontis (2004) Process Capital: - Telephone mainlines per capita - Personal computers per capita - Internet hosts per capita - Internet users per capita - Mobile phones per capita - Radio receivers per capita - Television sets per capita - Newspaper circulation per capita

12-12 Bontis (2004) Market Capital: - High-technology exports as a percentage of GDP - Number of patents granted by USPTO per capita - Number of meetings hosted per capita

12-13 Bontis (2004) Renewal Capital: - Book imports as a percentage of GDP - Periodical imports as a percentage of GDP - Total R&D expenditures as a percentage of GDP - No of ministry employees in R&D - No of university employees in R&D - Tertiary expenditure as a percentage of public education funding

12-14 Bontis (2004) - Explanation of All Tables Directly from the Paper

12-15 Bontis (2004)

12-16 Bontis (2004)