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Channels in the mirror : an alignable model for assessing customer satisfaction in concurrent channel systems
Hammerschmidt, Maik; Falk, Tomas; Weijters, Bert - In: Journal of service research : JSR 19 (2016) 1, pp. 88-101
Persistent link: https://www.econbiz.de/10011433181
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Electronic service quality and value : do consumer knowledge-related resources matter?
Barrutia, José M.; Gilsanz, Ainhize - In: Journal of service research : JSR 16 (2013) 2, pp. 231-246
Persistent link: https://www.econbiz.de/10009774866
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Linking perceptual and behavioral customer metrics to multiperiod customer profitability : a comprehensive service-profit chain application
Larivière, Bart - In: Journal of service research : JSR 11 (2008/09) 1, pp. 3-21
Persistent link: https://www.econbiz.de/10003750002
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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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When do customers get what they expect? Understanding the ambivalent effects of customers' service expectations on satisfaction
Habel, Johannes; Alavi, Sascha; Schmitz, Christian; … - In: Journal of service research : JSR 19 (2016) 4, pp. 361-379
Persistent link: https://www.econbiz.de/10011606692
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Effect of customer participation on service outcomes : the moderating role of participation readiness
Dong, Beibei; Sivakumar, K.; Evans, Kenneth R.; Zou, … - In: Journal of service research : JSR 18 (2015) 2, pp. 160-176
Persistent link: https://www.econbiz.de/10011283711
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Quantifying the dynamic effects of service recovery on customer satisfaction : evidence from Chinese mobile phone markets
Fang, Zheng; Luo, Xueming; Jiang, Minghua - In: Journal of service research : JSR 16 (2013) 3, pp. 341-355
Persistent link: https://www.econbiz.de/10009782132
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A service climate synthesis and future research agenda
Bowen, David E.; Schneider, Benjamin - In: Journal of service research : JSR 17 (2014) 1, pp. 5-22
Persistent link: https://www.econbiz.de/10010356892
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Is there a halo effect in satisfaction formation in business-to-business services?
Doorn, Jenny van - In: Journal of service research : JSR 11 (2008/09) 2, pp. 124-141
Persistent link: https://www.econbiz.de/10003776094