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Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens; Bilstein, Nicola; Mandl, Leonhard - In: Journal of the Academy of Marketing Science 45 (2017) 6, pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
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Customer participation in services : domain, scope, and boundaries
Dong, Beibei; Sivakumar, K. - In: Journal of the Academy of Marketing Science 45 (2017) 6, pp. 944-965
Persistent link: https://www.econbiz.de/10011779550
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Frontline employees' nonverbal cues in service encounters : a double-edged sword
Lim, Elison Ai Ching; Lee, Yih Hwai; Foo, Maw Der - In: Journal of the Academy of Marketing Science 45 (2017) 5, pp. 657-676
Persistent link: https://www.econbiz.de/10011772291
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Good, better, engaged? : the effect of company-initiated customer engagement behavior on shareholder value
Beckers, Sander F. M.; Doorn, Jenny van; Verhoef, Peter C. - In: Journal of the Academy of Marketing Science 46 (2018) 3, pp. 366-383
Persistent link: https://www.econbiz.de/10011879689
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How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany; Ghadami, Fateme; Laporte, Sandra; … - In: Journal of the Academy of Marketing Science 46 (2018) 6, pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
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Unlocking the power of marketing : understanding the links between customer mindset metrics, behavior, and profitability
Petersen, J. Andrew; Kumar, V.; Polo-Redondo, Yolanda; … - In: Journal of the Academy of Marketing Science 46 (2018) 5, pp. 813-836
Persistent link: https://www.econbiz.de/10011924769
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Customer query handling in sales interactions
Singh, Sunil; Marinova, Detelina; Singh, Jagdip; Evans, … - In: Journal of the Academy of Marketing Science 46 (2018) 5, pp. 837-856
Persistent link: https://www.econbiz.de/10011924771
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Toward a theory of repeat purchase drivers for consumer services
Paul, Michael; Hennig-Thurau, Thorsten; Gremler, Dwayne D. - In: Journal of the Academy of Marketing Science 37 (2009) 2, pp. 215-237
Persistent link: https://www.econbiz.de/10003851360
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Grocery retail loyalty program effects : self-selection of purchase behavior change?
Meyer-Waarden, Lars; Benavent, Christophe - In: Journal of the Academy of Marketing Science 37 (2009) 3, pp. 345-358
Persistent link: https://www.econbiz.de/10003900713
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Genetic and neurological foundations of customer orientation : field and experimental evidence
Bagozzi, Richard P.; Verbeke, Willem J. M. I.; Berg, … - In: Journal of the Academy of Marketing Science 40 (2012) 5, pp. 639-658
Persistent link: https://www.econbiz.de/10009621886