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Reverse use of customer data : implications for service-based business models
Saarijärvi, Hannu; Grönroos, Christian; Kuusela, Hannu - In: The journal of services marketing 28 (2014) 7, pp. 529-537
Persistent link: https://www.econbiz.de/10010434584
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It's just not fair : exploring the effects of firm customization on unfairness perceptions, trust and loyalty
Bang, Nguyen; Klaus, Philipp; Simkin, Lyndon - In: The journal of services marketing 28 (2014) 6, pp. 484-497
Persistent link: https://www.econbiz.de/10010434595
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Toward an understanding of consumer perspectives on experiences
Baron, Steve; Harris, Kim - In: The journal of services marketing 24 (2010) 7, pp. 518-531
Persistent link: https://www.econbiz.de/10008749968
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The role of the customer contact person's age in service encounters
Wägar, Karolina; Lindqvist, Lars-Johan - In: The journal of services marketing 24 (2010) 7, pp. 509-517
Persistent link: https://www.econbiz.de/10008749973
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Do women like options more than men? : an examination in the context of service recovery
Mattila, Anna S. - In: The journal of services marketing 24 (2010) 7, pp. 499-508
Persistent link: https://www.econbiz.de/10008749977
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The impact of unprofitable customer abandonment on current customers' exit, voice, and loyalty intentions : an empirical analysis
Haenlein, Michael; Kaplan, Andreas M. - In: The journal of services marketing 26 (2012) 6, pp. 458-470
Persistent link: https://www.econbiz.de/10009672325
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Interactions and consequences of inertia and switching costs
Lee, Richard; Neale, Larry - In: The journal of services marketing 26 (2012) 5, pp. 365-374
Persistent link: https://www.econbiz.de/10009629141
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Offshore outsourcing of customer services : boon or bane?
Sharma, Piyush - In: The journal of services marketing 26 (2012) 5, pp. 352-364
Persistent link: https://www.econbiz.de/10009629142
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Linking the hierarchical service quality model to customer satisfaction and loyalty
Leisen Pollack, Birgit - In: The journal of services marketing 23 (2009) 1, pp. 42-50
Persistent link: https://www.econbiz.de/10009525774
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Impact of cultural differences on foreign customers' perceived local services
Lin, Chinho; Nguyen, Conghoang; Lin, Binshan - In: The journal of services marketing 27 (2013) 6, pp. 500-510
Persistent link: https://www.econbiz.de/10010198107