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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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Does employee performance affect customer loyalty in pharmacy services?
Rabbanee, Fazlul K.; Burford, Oksana; Ramaseshan, B. - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 725-743
Persistent link: https://www.econbiz.de/10011392213
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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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Image, brand relationships and customer value : exploring the moderating role of advertising spending- and labour-intensity in customer loyalty
Sajtos, Laszlo; Kreis, Henning; Brodie, Roderick J. - In: Journal of service theory and practice : JSTP 25 (2015) 1, pp. 51-74
Persistent link: https://www.econbiz.de/10011306024
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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
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Linking customer verbal aggression and service sabotage
Yeh, Ching-Wen - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 877-896
Persistent link: https://www.econbiz.de/10011392456
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Switching barriers and customer retention : why customers dissatisfied with online service recovery remain loyal
Li, Chia-Ying - In: Journal of service theory and practice : JSTP 25 (2015) 4, pp. 370-393
Persistent link: https://www.econbiz.de/10011400714
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The effect of customer incivility on service employees' customer orientation through double-mediation of surface acting and emotional exhaustion
Hur, Won-Moo; Moon, Tae Won; Han, Su-Jin - In: Journal of service theory and practice : JSTP 25 (2015) 4, pp. 394-413
Persistent link: https://www.econbiz.de/10011400716
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A critical incident technique investigation of customers’ waiting experiences in service encounters
Ramseook-Munhurrun, Prabha - In: Journal of service theory and practice : JSTP 26 (2016) 3, pp. 246-272
Persistent link: https://www.econbiz.de/10011528280