Narrow search
Showing 1 - 10 of 140
Cover Image
Unraveling the customer education paradox : when, and how, should firms educate their customers?
Bell, Simon J.; Auh, Seigyoung; Eisingerich, Andreas B - In: Journal of service research : JSR 20 (2017) 3, pp. 306-321
Persistent link: https://www.econbiz.de/10011736772
Cover Image
How to make switching costly : the role of marketing and relationship characteristics
Polo-Redondo, Yolanda; Sesé, F. Javier - In: Journal of service research : JSR 12 (2009/10) 2, pp. 119-137
Persistent link: https://www.econbiz.de/10003901004
Cover Image
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
Cover Image
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
Cover Image
The temporal construal of customer satisfaction
Pizzi, Gabriele; Marzocchi, Gian Luca; Orsingher, Chiara; … - In: Journal of service research : JSR 18 (2015) 4, pp. 484-497
Persistent link: https://www.econbiz.de/10011392284
Cover Image
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
Cover Image
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
Cover Image
Service failure severity, customer satisfaction, and market share : an examination of the airline industry
Keiningham, Timothy; Morgeson, Forrest V.; Aksoy, Lerzan; … - In: Journal of service research : JSR 17 (2014) 4, pp. 415-431
Persistent link: https://www.econbiz.de/10010432163
Cover Image
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
Cover Image
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