Narrow search
Showing 1 - 10 of 140
Cover Image
Social identity and the service-profit chain
Homburg, Christian; Wieseke, Jan; Hoyer, Wayne D. - In: Journal of marketing 73 (2009) 2, pp. 38-54
Persistent link: https://www.econbiz.de/10003820595
Cover Image
The benefit of becoming friends : complaining after service failures leads customers with strong ties to increase loyalty
Umashankar, Nita; Ward, Morgan K.; Dahl, Darren W. - In: Journal of marketing 81 (2017) 6, pp. 79-98
Persistent link: https://www.econbiz.de/10011776897
Cover Image
When does (mis)fit in customer orientation matter for frontline employees’ job satisfaction and performance?
Mengüç, Bülent; Auh, Seigyoung; Katsikeas, Constantine S. - In: Journal of marketing 80 (2016) 1, pp. 65-83
Persistent link: https://www.econbiz.de/10011507449
Cover Image
Customer complaints and recovery effectiveness : a customer base approach
Knox, George; Oest, Rutger van - In: Journal of marketing 78 (2014) 5, pp. 42-57
Persistent link: https://www.econbiz.de/10010419906
Cover Image
Critical incidents and the impact of satisfaction on customer share
Doorn, Jenny van; Verhoef, Peter C. - In: Journal of marketing 72 (2008) 4, pp. 123-142
Persistent link: https://www.econbiz.de/10003747976
Cover Image
Know your customer : how salesperson perceptions of customer relationship quality form and influence account profitability
Mullins, Ryan R.; Ahearne, Michael; Lam, Son K.; Hall, … - In: Journal of marketing 78 (2014) 6, pp. 38-58
Persistent link: https://www.econbiz.de/10010463459
Cover Image
Platform exploitation : when service agents defect with customers from online service platforms
Zhou, Qiang; Allen, B. J.; Gretz, Richard T.; Houston, … - In: Journal of marketing 86 (2022) 2, pp. 105-125
Persistent link: https://www.econbiz.de/10013258793
Cover Image
How and when does customer orientation influence frontline employee job outcomes? : a meta-analytic evaluation
Zablah, Alex R.; Franke, George R.; Brown, Tom; … - In: Journal of marketing 76 (2012) 3, pp. 21-40
Persistent link: https://www.econbiz.de/10009778042
Cover Image
Customer experience journeys : loyalty loops versus involvement spirals
Siebert, Anton; Gopaldas, Ahir; Lindridge, Andrew; … - In: Journal of marketing 84 (2020) 4, pp. 45-66
Persistent link: https://www.econbiz.de/10012231616
Cover Image
Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship
Morgeson, Forrest V., III.; Hult, G. Tomas M.; Mithas, Sunil - In: Journal of marketing 84 (2020) 5, pp. 79-99
Persistent link: https://www.econbiz.de/10012271494