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Helping employees deal with dysfunctional customers : the underlying employee perceived justice mechanism
Gong, Taeshik; Yi, Youjae; Choi, Jin Nam - In: Journal of service research : JSR 17 (2014) 1, pp. 102-116
Persistent link: https://www.econbiz.de/10010356871
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Relationship characteristics and cash flow variability : implications for satisfaction, loyalty, and customer portfolio management
Tarasi, Crina O.; Bolton, Ruth N.; Gustafsson, Anders; … - In: Journal of service research : JSR 16 (2013) 2, pp. 121-137
Persistent link: https://www.econbiz.de/10009774895
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Acta non verba? : the role of customer participation and word of mouth in the relationship between service firms' customer satisfaction and sales performance
Eisingerich, Andreas B; Auh, Seigyoung; Merlo, Omar - In: Journal of service research : JSR 17 (2014) 1, pp. 40-53
Persistent link: https://www.econbiz.de/10010356889
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How gifts influence relationships with service customers and financial outcomes for firms
Marchand, André; Paul, Michael; Hennig-Thurau, Thorsten; … - In: Journal of service research : JSR 20 (2017) 2, pp. 105-119
Persistent link: https://www.econbiz.de/10011684836
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How relationship age moderates loyalty formation : the increasing effect of relational equity on customer loyalty
Raimondo, Maria Antonietta; Miceli, Gaetano Nino; … - In: Journal of service research : JSR 11 (2008/09) 2, pp. 142-160
Persistent link: https://www.econbiz.de/10003776176
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The impact of value congruence on consumer-service brand relationships
Zhang, Jing; Bloemer, Josée M. M. - In: Journal of service research : JSR 11 (2008/09) 2, pp. 161-178
Persistent link: https://www.econbiz.de/10003776179
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Return on community for consumers and service establishments
Rosenbaum, Mark S. - In: Journal of service research : JSR 11 (2008/09) 2, pp. 179-196
Persistent link: https://www.econbiz.de/10003776181
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An integrated perspective of service recovery : a sociotechnical systems approach
Smith, Jeffery S.; Fox, Gavin L.; Ramirez, Edward - In: Journal of service research : JSR 13 (2010) 4, pp. 439-452
Persistent link: https://www.econbiz.de/10008736071
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A meta-analysis of organizational complaint handling and customer responses
Gelbrich, Katja; Roschk, Holger - In: Journal of service research : JSR 14 (2011) 1, pp. 24-43
Persistent link: https://www.econbiz.de/10008826888
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Organizational service climate drivers of the American Customer Satisfaction Index (ACSI) and financial and market performance
Schneider, Benjamin; Macey, William H.; Lee, Wayne C.; … - In: Journal of service research : JSR 12 (2009/10) 1, pp. 3-14
Persistent link: https://www.econbiz.de/10003877621