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The case of Amazon.com : towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)
Klaus, Philipp - In: The journal of services marketing 27 (2013) 6, pp. 443-457
Persistent link: https://www.econbiz.de/10010198163
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#IHateYourBrand: adaptive service recovery strategies on Twitter
Abney, Alexandra K.; Pelletier, Mark J.; Ford, … - In: The journal of services marketing 31 (2017) 3, pp. 281-294
Persistent link: https://www.econbiz.de/10011741259
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Antecedents of the client's trust in low- versus high-consequence decisions
Terres, Mellina da Silva; Santos, Christiane Pizzutti dos; … - In: The journal of services marketing 29 (2015) 1, pp. 26-37
Persistent link: https://www.econbiz.de/10010531133
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Investigating the impact of resource capabilities on customer loyalty : a structural equation approach for the UK hotels using online ratings
Ramanathan, Usha; Ramanathan, Ramakrishnan - In: The journal of services marketing 27 (2013) 5, pp. 404-415
Persistent link: https://www.econbiz.de/10010127928
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Retrospective: why do customers switch? : the dynamics of satisfaction versus loyalty
Mittal, Banwari - In: The journal of services marketing 30 (2016) 6, pp. 569-575
Persistent link: https://www.econbiz.de/10011634990
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The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts
Hume, Margee; Sullivan Mort, Gillian - In: The journal of services marketing 24 (2010) 2/3, pp. 170-182
Persistent link: https://www.econbiz.de/10003990915
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External equity, loyalty program membership, and service recovery
Morrison, Olivier; Huppertz, John W. - In: The journal of services marketing 24 (2010) 2/3, pp. 244-254
Persistent link: https://www.econbiz.de/10003990935
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Service quality, trust, commitment and service differentiation in business relationships
Chenet, Pierre; Dagger, Tracey S.; O'Sullivan, Don - In: The journal of services marketing 24 (2010) 5, pp. 335-346
Persistent link: https://www.econbiz.de/10008653371
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Singapore stock broking service quality: fifteen percent gap
Yik-Chee, Lee; Meredith, G. G.; Marchant, T. - In: The journal of services marketing 24 (2010) 4, pp. 305-313
Persistent link: https://www.econbiz.de/10008653374
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Betrayal? : relationship quality implications in service recovery
Holloway, Betsy Bugg; Wang, Sijun; Beatty, Sharon E. - In: The journal of services marketing 23 (2009) 6, pp. 385-396
Persistent link: https://www.econbiz.de/10009525724