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How customer satisfaction affects employee satisfaction and retention in a professional services context
Frey, Regina Viola; Bayón, Tomás; Totzek, Dirk - In: Journal of service research : JSR 16 (2013) 4, pp. 503-517
Persistent link: https://www.econbiz.de/10010203516
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A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.; Brady, Michael K.; Hopkins, Lucas M. - In: Journal of service research : JSR 21 (2018) 2, pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
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Match or mismatch : strategy-structure configurations in the service business of manufacturing companies
Gebauer, Heiko; Edvardsson, Bo; Gustafsson, Anders; … - In: Journal of service research : JSR 13 (2010) 2, pp. 198-215
Persistent link: https://www.econbiz.de/10003982855
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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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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