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Notes from the search for deep indicators in services
Heskett, James L. - In: Journal of service management 25 (2014) 3, pp. 298-309
Persistent link: https://www.econbiz.de/10010384977
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How do you measure what you can't define? : the current state of loyalty measurement and management
Aksoy, Lerzan - In: Journal of service management 24 (2013) 4, pp. 356-381
Persistent link: https://www.econbiz.de/10009790206
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Who needs delight? : the greater impact of value, trust and satisfaction in utiliarian, frequent-use retail
Loureiro, Sandra Maria Correia; Miranda, Francisco J.; … - In: Journal of service management 25 (2014) 1, pp. 101-124
Persistent link: https://www.econbiz.de/10010260089
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A longitudinal examination of customer commitment and loyalty
Lariviere, Bart; Keiningham, Timothy; Cooil, Bruce; … - In: Journal of service management 25 (2014) 1, pp. 75-100
Persistent link: https://www.econbiz.de/10010260104
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Enhancing customer loyalty : critical switching cost factors
El-Manstrly, Dahlia - In: Journal of service management 27 (2016) 2, pp. 144-169
Persistent link: https://www.econbiz.de/10011564674
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Switching experience, customer satisfaction, and switching costs in the ICT industry
Matzler, Kurt; Strobl, Andreas; Thurner, Norbert; … - In: Journal of service management 26 (2015) 1, pp. 117-136
Persistent link: https://www.econbiz.de/10010504617
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I want to believe they really care : how complaining customers want to be treated by frontline employees
Gruber, Thorsten - In: Journal of service management 22 (2011) 1, pp. 85-110
Persistent link: https://www.econbiz.de/10009010793
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Governing for innovation in horizontal service cooperations
Steinicke, Silvia; Wallenburg, Carl Marcus; Schmoltzi, … - In: Journal of service management 23 (2012) 2, pp. 279-302
Persistent link: https://www.econbiz.de/10009554257
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Communication channel consideration for in-home services : the moderating role of customer participation
Birgelen, Marcel van; Dellaert, Benedict G. C.; Ruyter, … - In: Journal of service management 23 (2012) 2, pp. 216-252
Persistent link: https://www.econbiz.de/10009554261
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Customer experience in online financial services : a study of behavioral intentions for techno-ready market segments
Ding, Xin David; Huang, Yang; Verma, Rohit - In: Journal of service management 22 (2011) 3, pp. 344-366
Persistent link: https://www.econbiz.de/10009239537