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Customer effort in value cocreation activities : improving quality of life and behavioral intentions of health care customers
Sweeney, Jillian C.; Danaher, Tracey S.; … - In: Journal of service research : JSR 18 (2015) 3, pp. 318-335
Persistent link: https://www.econbiz.de/10011336505
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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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The role of perceived control in customer value cocreation and service recovery evaluation
Guo, Lin; Lotz, Sherry L.; Tang, Chuanyi; Gruen, Thomas W. - In: Journal of service research : JSR 19 (2016) 1, pp. 39-56
Persistent link: https://www.econbiz.de/10011433138
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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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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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Customer-firm interactions and the path to profitability : a chain-of-effects model
Cambra-Fierro, Jesús; Melero-Polo, Iguácel; Sesé, F. … - In: Journal of service research : JSR 21 (2018) 2, pp. 201-218
Persistent link: https://www.econbiz.de/10011855798
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Impact of service failure : the protective layer of customer relationships
Sajtos, Laszlo; Brodie, Roderick J.; Whittome, James - In: Journal of service research : JSR 13 (2010) 2, pp. 216-229
Persistent link: https://www.econbiz.de/10003982862
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Uncovering collaborative value creation patterns and establishing corresponding customer roles
Moeller, Sabine; Ciuchita, Robert; Mahr, Dominik; … - In: Journal of service research : JSR 16 (2013) 4, pp. 471-487
Persistent link: https://www.econbiz.de/10010203524
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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 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