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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 role of consumer confidence in creating customer loyalty
Ou, Yi-chun; Vries, Lisette de; Wiesel, Thorsten; … - In: Journal of service research : JSR 17 (2014) 3, pp. 339-354
Persistent link: https://www.econbiz.de/10010393226
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On the role of empathy in customer-employee interactions
Wieseke, Jan; Geigenmüller, Anja; Kraus, Florian - In: Journal of service research : JSR 15 (2012) 3, pp. 316-331
Persistent link: https://www.econbiz.de/10009578288
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Delighting consumers click by click : antecedents and effects of delight online
Bartl, Christopher; Gouthier, Matthias H. J.; Lenker, Markus - In: Journal of service research : JSR 16 (2013) 3, pp. 386-399
Persistent link: https://www.econbiz.de/10009782120
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Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.; Sirianni, Nancy J.; Korschun, Daniel; … - In: Journal of service research : JSR 20 (2017) 1, pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
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Exploring customer loyalty following service recovery : the mediating effects of trust and emotions
DeWitt, Tom; Nguyen, Doan T.; Marshall, Roger - In: Journal of service research : JSR 10 (2007/08) 3, pp. 269-281
Persistent link: https://www.econbiz.de/10003705604
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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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The differential effects of online peer review and expert review on service evaluations : the roles of confidence and information convergence
Keh, Hean Tat; Sun, Jin - In: Journal of service research : JSR 21 (2018) 4, pp. 474-489
Persistent link: https://www.econbiz.de/10011951812
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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