Is share of wallet exclusively about making customers happy or having more customers? : exploring the relationship between satisfaction and double jeopardy
Alexander Buoye, Yuliya Komarova Loureiro, Sertan Kabadayi and Mohammed G. Nejad (Gabelli School of Business, Fordham University, New York, New York, USA), Timothy L. Keiningham (Peter J. Tobin College of Business, St John's University, New York, New York, USA), Lerzan Aksoy (Gabelli School of Business, Fordham University, New York, New York, USA), and Jason Allsopp (Ipsos Reid, Vancouver, Canada)
| Year of publication: |
2016
|
|---|---|
| Authors: | Buoye, Alexander ; Loureiro, Yuliya Komarova ; Kabadayi, Sertan ; Nejad, Mohammad G. ; Keiningham, Timothy ; Aksoy, Lerzan ; Allsopp, Jason |
| Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 27.2016, 4, p. 434-459
|
| Subject: | Relative metrics | Customer satisfaction | Share of wallet | Market share | Double jeopardy | Kundenzufriedenheit | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Zufriedenheit | Satisfaction | Marktanteil |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JOSM-05-2015-0157 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011563591