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Predicting customer wallet without survey data
Glady, Nicolas; Croux, Christophe - In: Journal of service research : JSR 11 (2008/09) 3, pp. 219-231
Persistent link: https://www.econbiz.de/10003804788
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Customer referral behavior : do switchers and stayers differ?
Stein, Alisha; Ramaseshan, B. - In: Journal of service research : JSR 18 (2015) 2, pp. 229-239
Persistent link: https://www.econbiz.de/10011283705
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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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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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Employee emotional competence : construct conceptualization and validation of a customer-based measure
Delcourt, Cécile; Gremler, Dwayne D.; Riel, Allard C. … - In: Journal of service research : JSR 19 (2016) 1, pp. 72-87
Persistent link: https://www.econbiz.de/10011433201
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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
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How often versus how long : the interplay of contact frequency and relationship duration in customer-reported service relationship strength
Dagger, Tracey S.; Danaher, Peter J.; Gibbs, Brian J. - In: Journal of service research : JSR 11 (2008/09) 4, pp. 371-388
Persistent link: https://www.econbiz.de/10003853582
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Service performance-loyalty intentions link in a business-to-business context : the role of relational exchange outcomes and customer characteristics
Briggs, Elten; Grisaffe, Douglas - In: Journal of service research : JSR 13 (2010) 1, pp. 37-51
Persistent link: https://www.econbiz.de/10003959015
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Doing good and doing better despite negative information? : the role of corporate social responsibility in consumer resistance to negative information
Eisingerich, Andreas B; Rubera, Gaia; Seifert, Matthias; … - In: Journal of service research : JSR 14 (2011) 1, pp. 60-75
Persistent link: https://www.econbiz.de/10008826886
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The impact of call center employees' customer orientation behaviors on service quality
Rafaeli, Anat; Ziklik, Lital; Doucet, Lorna - In: Journal of service research : JSR 10 (2007/08) 3, pp. 239-255
Persistent link: https://www.econbiz.de/10003705587