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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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Trust me, I'm a bot : repercussions of chatbot disclosure in different service frontline settings
Mozafari, Nika; Weiger, Welf Hermann; Hammerschmidt, Maik - In: Journal of service management 33 (2022) 2, pp. 221-245
Persistent link: https://www.econbiz.de/10012880725
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A framework for evaluating the customer wait experience
McGuire, Kelly A.; Kimes, Sheryl E.; Lynn, Michael; … - In: Journal of service management 21 (2010) 3, pp. 269-290
Persistent link: https://www.econbiz.de/10003993784
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Other-customer failure : effects of perceived employee effort and compensation on complainer and non-complainer service evaluations
Huang, Wen Hsien - In: Journal of service management 21 (2010) 2, pp. 191-211
Persistent link: https://www.econbiz.de/10003987098
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A customer-dominant logic of service
Heinonen, Kristina; Strandvik, Tore; Mickelsson, Karl-Jacob - In: Journal of service management 21 (2010) 4, pp. 531-548
Persistent link: https://www.econbiz.de/10008656284
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Triangle model of fairness : investigating spillovers and reciprocal transfers
Folger, Robert; Ford, Robert C.; Bardes, Mary; Dickson, … - In: Journal of service management 21 (2010) 4, pp. 515-530
Persistent link: https://www.econbiz.de/10008656285
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Customer sociability and the total service experience : antecedents of positive word-of-mouth intentions
Ferguson, Ronald J.; Paulin, Michèle; Bergeron, Jasmin - In: Journal of service management 21 (2010) 1, pp. 25-44
Persistent link: https://www.econbiz.de/10003964295
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Lack of preferential treatment : effects on dissatisfaction after a service failure
Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: Journal of service management 21 (2010) 1, pp. 45-68
Persistent link: https://www.econbiz.de/10003964392
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Customer orientation and future market focus in NSD
Hillebrand, Bas; Kemp, Ron; Nijssen, E. J. - In: Journal of service management 22 (2011) 1, pp. 67-84
Persistent link: https://www.econbiz.de/10009010794