Linking perceptual and behavioral customer metrics to multiperiod customer profitability : a comprehensive service-profit chain application

von Larivière, Bart
Veröffentlicht in Journal of service research (2008)

How technical and functional service quality drive consumer happiness : moderating influences of channel usage

von De Keyser, Arne
Veröffentlicht in Journal of service management (2014)

The smarter, the better?! : customer well-being, engagement, and perceptions in smart service systems

von Henkens, Bieke
Veröffentlicht in International journal of research in marketing (2021)

Service recovery's impact on customers next-in-line

von Van Vaerenbergh, Yves
Veröffentlicht in Managing service quality (2013)

The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions

von Van Vaerenbergh, Yves
Veröffentlicht in Journal of service research (2012)

Does satisfaction matter more if a multichannel customer is also a multicompany customer?

Veröffentlicht in Journal of service management (2011)

Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?

von Van Vaerenbergh, Yves
Veröffentlicht in Managing service quality (2014)

What information do shoppers share? : the effect of personnel-, retailer-, and country-trust on willingness to share information

von Grosso, Monica
Veröffentlicht in Journal of retailing (2020)

A meta-analysis of relationships linking service failure attributions to customer outcomes

Veröffentlicht in Journal of service research (2014)

Does loyalty span domains? : examining the relationship between consumer loyalty, other loyalties and happiness

Veröffentlicht in Journal of business research (2015)

A cross-national investigation of the satisfaction and loyalty linkage for mobile telecommunications services across eight countries

Veröffentlicht in Journal of interactive marketing (2013)

Relative measures in service research

von Aksoy, Lerzan
Veröffentlicht in The journal of services marketing (2015)

A longitudinal examination of customer commitment and loyalty

Veröffentlicht in Journal of service management (2014)

The cumulative effect of transaction-specific satisfaction on share of wallet : a longitudinal investigation

Veröffentlicht in Current insights and future trends (2012)

The cumulative effect of satisfaction with discrete transactions on share of wallet

Veröffentlicht in Journal of service management (2014)

The unintended consequences of attitudinal word-of-mouth drivers

von Keiningham, Timothy
Veröffentlicht in Marketing accountability for marketing and non-marketing outcomes (2021)

Value fusion : the blending of consumer and firm value in the distinct context of mobile technologies and social media

Veröffentlicht in Journal of service management (2013)

A neurophysiological exploration of the dynamic nature of emotions during the customer experience

von Verhulst, Nanouk
Veröffentlicht in Journal of retailing and consumer services (2020)

Modeling heterogeneity in the satisfaction, loyalty intention, and shareholder value linkage : a cross-industry analysis at the customer and firm levels

von Larivière, Bart
Veröffentlicht in Journal of marketing research (2016)

"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers

von Larivière, Bart
Veröffentlicht in Journal of business research (2017)