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The role of service fairness in the service quality - relationship quality - customer loyalty chain : an empirical study
Giovanis, Apostolos; Athanasopoulou, Pinelopi; … - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 744-776
Persistent link: https://www.econbiz.de/10011392388
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Customer delight : universal remedy or a double-edged sword?
Ludwig, Nadine L.; Heidenreich, Sven; Krämer, Tobias; … - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 23-46
Persistent link: https://www.econbiz.de/10011601104
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Customer engagement in CSR : a utility theory model with moderating variables
Jarvis, Wade; Ouschan, Robyn; Burton, Henry J.; Soutar, … - In: Journal of service theory and practice : JSTP 27 (2017) 4, pp. 833-853
Persistent link: https://www.econbiz.de/10011730640
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Why do satisfied customers defect? : a closer look at the simultaneous effects of switching barriers and inducements on customer loyalty
Chuah, Stephanie Hui-wen; Rauschnabel, Philipp A.; … - In: Journal of service theory and practice : JSTP 27 (2017) 3, pp. 616-641
Persistent link: https://www.econbiz.de/10011707281