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Analytics for customer engagement
Bijmolt, Tammo H. A.; Leeflang, Peter; Block, Frank; … - In: Journal of service research : JSR 13 (2010) 3, pp. 341-356
Persistent link: https://www.econbiz.de/10008652111
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Businesses beware : consumer immoral retaliation in response to perceived moral violations by companies
Loureiro, Yuliya Komarova; Haws, Kelly L.; Bearden, … - In: Journal of service research : JSR 21 (2018) 2, pp. 184-200
Persistent link: https://www.econbiz.de/10011855788
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Evaluating customer information breaches as service failures : an event study approach
Malhotra, Arvind; Kubowicz Malhotra, Claudia - In: Journal of service research : JSR 14 (2011) 1, pp. 44-59
Persistent link: https://www.econbiz.de/10008826887
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Service delivery innovation : antecedents and impact on firm performance
Chen, Ja-shen; Tsou, Hung Tai; Huang, Astrid Ya-hui - In: Journal of service research : JSR 12 (2009/10) 1, pp. 36-55
Persistent link: https://www.econbiz.de/10003878836
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Strengthening customer relationships : what factors influence customers to migrate to contracts?
Polo-Redondo, Yolanda; Sesé, F. Javier - In: Journal of service research : JSR 16 (2013) 2, pp. 138-154
Persistent link: https://www.econbiz.de/10009774892
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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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When frontline employee behavior backfires : distinguishing between customer gratitude and indebtedness and their impact on relational behaviors
Bock, Dora E.; Folse, Judith Anne Garretson; Black, … - In: Journal of service research : JSR 19 (2016) 3, pp. 322-336
Persistent link: https://www.econbiz.de/10011665447
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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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Securing frontline employee support after an ethical scandal : the moderating impact of response strategies
Walter, Benjamin von; Wentzel, Daniel; Tomczak, Torsten - In: Journal of service research : JSR 19 (2016) 4, pp. 417-432
Persistent link: https://www.econbiz.de/10011606978