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The WOW factor: creating value through win-back offers to reacquire lost customers
Tokman, Mert; Davis, Lenita M.; Lemon, Katherine N. - In: Journal of retailing 83 (2007) 1, pp. 47-64
Persistent link: https://www.econbiz.de/10003438214
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When do customers offer firms a "second chance" following a double deviation? : the impact of inferred firm motives on customer revenge and reconciliation
Joireman, Jeff; Grégoire, Yany; Devezer, Berna; Tripp, … - In: Journal of retailing 89 (2013) 3, pp. 315-337
Persistent link: https://www.econbiz.de/10009781852
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Managing complaints to improve customer profitability
Cambra-Fierro, Jesus; Melero, Iguacel; Sesé, F. Javier - In: Journal of retailing 91 (2015) 1, pp. 109-124
Persistent link: https://www.econbiz.de/10010500745
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Rapport-building behaviors used by retail employees
Gremler, Dwayne D.; Gwinner, Kevin P. - In: Journal of retailing 84 (2008) 3, pp. 308-324
Persistent link: https://www.econbiz.de/10003782192
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I'll be watching you : shoppers' reactions to perceptions of being watched by employees
Esmark, Carol L.; Noble, Stephanie M.; Breazeale, Michael J. - In: Journal of retailing 93 (2017) 3, pp. 336-349
Persistent link: https://www.econbiz.de/10011744852
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Information search and product returns across mobile and traditional online channels
Zhang, Yufei; Voorhees, Clay M.; Chen, Lin; Chiang, Jeongwen - In: Journal of retailing 98 (2022) 2, pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
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Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters
Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of retailing 98 (2022) 2, pp. 294-314
Persistent link: https://www.econbiz.de/10013364286
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Spoiled rotten : how and when discontinuation of repetitive and regular delight offers increases customer desire for revenge
Li, Yi; Fumagalli, Elena - In: Journal of retailing 98 (2022) 3, pp. 412-431
Persistent link: https://www.econbiz.de/10013426728
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The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine; Lervik-Olsen, Line; Gustafsson, Anders - In: Journal of retailing 99 (2023) 2, pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
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Bridging the B2C and B2B research divide : the domain of retailing literature
Dant, Rajiv P.; Brown, James R. - In: Journal of retailing 84 (2008) 4, pp. 371-397
Persistent link: https://www.econbiz.de/10003794919