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Service failure severity, customer satisfaction, and market share : an examination of the airline industry

Keiningham, Timothy; Morgeson, Forrest V.; Aksoy, Lerzan; … - In: Journal of service research : JSR 17 (2014) 4, pp. 415-431

Persistent link: https://www.econbiz.de/10010432163

Modeling heterogeneity in the satisfaction, loyalty intention, and shareholder value linkage : a cross-industry analysis at the customer and firm levels

Larivière, Bart; Keiningham, Timothy; Aksoy, Lerzan; … - In: Journal of marketing research : JMR 53 (2016) 1, pp. 91-109

Persistent link: https://www.econbiz.de/10011450384

The relationship of employee perceptions of organizational climate to business-unit outcomes

Cooil, Bruce; Aksoy, Lerzan; Keiningham, Timothy; … - In: Journal of service research : JSR 11 (2008/09) 3, pp. 277-294

Persistent link: https://www.econbiz.de/10003804815

Does satisfaction matter more if a multichannel customer is also a multicompany customer?

Larivière, Bart; Aksoy, Lerzan; Cooil, Bruce; … - In: Journal of service management 22 (2011) 1, pp. 39-66

Persistent link: https://www.econbiz.de/10009010795

A five-component customer commitment model : implications for repurchase intentions in goods and services industries

Keiningham, Timothy; Frennea, Carly M.; Aksoy, Lerzan; … - In: Journal of service research : JSR 18 (2015) 4, pp. 433-450

Persistent link: https://www.econbiz.de/10011392272

Conducting service research that matters

Gustafsson, Anders; Aksoy, Lerzan; Brady, Michael K.; … - In: The journal of services marketing 29 (2015) 6/7, pp. 425-429

Persistent link: https://www.econbiz.de/10011418248

Relative measures in service research

Aksoy, Lerzan; Hogreve, Jens; Lariviere, Bart; … - In: The journal of services marketing 29 (2015) 6/7, pp. 448-452

Persistent link: https://www.econbiz.de/10011418336

The wallet allocation rule : winning the battle for share

Keiningham, Timothy; Aksoy, Lerzan; Williams, Luke - 2015

"Customer Loyalty Isn't Enough--Grow Your Share of WalletThe Wallet Allocation Rule is a revolutionary, definitive guide for winning the battle for share of customers' hearts, minds, and wallets. Backed by rock-solid science published in the Harvard Business Review and MIT Sloan Management...

Persistent link: https://www.econbiz.de/10010526621

The cumulative effect of transaction-specific satisfaction on share of wallet : a longitudinal investigation

Keiningham, Timothy; Aksoy, Lerzan; Malthouse, Edward C.; … - In: Current insights and future trends : [extended versions …, (pp. 381-390). 2012

Persistent link: https://www.econbiz.de/10009748083

A cross-national investigation of the satisfaction and loyalty linkage for mobile telecommunications services across eight countries

Aksoy, Lerzan; Buoye, Alexander; Aksoy, Pelin; … - In: Journal of interactive marketing : a quarterly … 27 (2013) 1, pp. 74-82

Persistent link: https://www.econbiz.de/10009718233