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Timeliness, transparency, and trust : a framework for managing online customer complaints
Stevens, Jennifer L.; Spaid, Brian I.; Breazeale, Michael; … - In: Business horizons 61 (2018) 3, pp. 375-384
Persistent link: https://www.econbiz.de/10011866294
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Customer loyalty through social networks : lessons from Zara on Facebook
Gamboa, Ana Margarida; Gonçalves, Helena Martins - In: Business horizons 57 (2014) 6, pp. 709-717
Persistent link: https://www.econbiz.de/10010433303
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A marketing communications approach for the digital era : managerial guidelines for social media integration
Killian, Ginger; McManus, Kristy - In: Business horizons 58 (2015) 5, pp. 539-549
Persistent link: https://www.econbiz.de/10011349251
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Bringing product and consumer ecosystems to the strategic forefront
Dass, Mayukh; Kumar, Shivina - In: Business horizons 57 (2014) 2, pp. 225-234
Persistent link: https://www.econbiz.de/10010358724
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Managing the tensions in marketer-influencer relationships
McMullan, Kylie; Laurell, Christofer; Pitt, Leyland F. - In: Business horizons 65 (2022) 5, pp. 559-566
Persistent link: https://www.econbiz.de/10013383184
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Process completeness: strategies for aligning service systems with customers' service needs
Piccoli, Gabriele; Brohman, M. Kathryn; Watson, Richard T. - In: Business horizons 52 (2009) 4, pp. 367-376
Persistent link: https://www.econbiz.de/10003865701
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Serving unfair customers
Berry, Leonard L.; Seiders, Kathleen - In: Business horizons 51 (2008) 1, pp. 29-37
Persistent link: https://www.econbiz.de/10003708226
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The service imperative
Bitner, Mary Jo; Brown, Stephen Walter - In: Business horizons 51 (2008) 1, pp. 39-46
Persistent link: https://www.econbiz.de/10003708228
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"Yes, and ..." : what improv theater can teach service firms
Robson, Karen; Pitt, Leyland F.; Berthon, Pierre R. - In: Business horizons 58 (2015) 4, pp. 357-362
Persistent link: https://www.econbiz.de/10011300903
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Planning and implementing effective service guarantee programs
Berman, Barry; Mathur, Anil - In: Business horizons 57 (2014) 1, pp. 107-116
Persistent link: https://www.econbiz.de/10010243454