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The antecedents and influences of airline loyalty programs: the moderating role of involvement
Wang, Edward Shih-tse; Chen, Lily Shui-lien; Chen, I. Fei - In: Service business 9 (2015) 2, pp. 257-280
Persistent link: https://www.econbiz.de/10011296050
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Using customer contact centres as relationship marketing instruments
Aa, Zanna van der; Bloemer, Johanna M.; Henseler, Jörg - In: Service business 9 (2015) 2, pp. 185-208
Persistent link: https://www.econbiz.de/10011296073
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Tourist expectations and perception of service providers : a Brazilian perspective
Lima, Mariana Marques de; Mainardes, Emerson Wagner; … - In: Service business 14 (2020) 1, pp. 131-166
Persistent link: https://www.econbiz.de/10012172773
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Measuring word-of-mouth activity after a service encounter : are we measuring what customers communicate?
Terblanche, Nic S. - In: Service business 10 (2016) 2, pp. 283-299
Persistent link: https://www.econbiz.de/10011722297
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The influence of the source and valence of word-of-mouth information on post-failure and post-recovery evaluations
Hess, Ronald L. <Jr.>; Ring, Lawrence - In: Service business 10 (2016) 2, pp. 319-343
Persistent link: https://www.econbiz.de/10011722315
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The multichannel customer’s service experience : building satisfaction and trust
Fernández-Sabiote, Estela; Román, Sergio - In: Service business 10 (2016) 2, pp. 423-445
Persistent link: https://www.econbiz.de/10011722327
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Enemies of cloud services usage : inertia and switching costs
Lucia-Palacios, Laura; Pérez-López, Raúl; … - In: Service business 10 (2016) 2, pp. 447-467
Persistent link: https://www.econbiz.de/10011722330
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Customer forgiveness of unsatisfactory service : manifestations and antecedents
Yagil, Dana; Luria, Gil - In: Service business 10 (2016) 3, pp. 557-579
Persistent link: https://www.econbiz.de/10011722357
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Cognitive and affective constituents of the consumption experience in retail service settings : effects on store loyalty
Alan, Alev Kocak; Kabadayi, Ebru Tumer; Yılmaz, Çengiz - In: Service business 10 (2016) 4, pp. 715-735
Persistent link: https://www.econbiz.de/10011722421
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Can complaint-handling efforts promote customer engagement?
Cambra-Fierro, Jesús; Melero-Polo, Iguácel; Sesé, F. … - In: Service business 10 (2016) 4, pp. 847-866
Persistent link: https://www.econbiz.de/10011722441