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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

The cumulative effect of satisfaction with discrete transactions on share of wallet

Keiningham, Timothy; Aksoy, Lerzan; Malthouse, Edward C.; … - In: Journal of service management 25 (2014) 3, pp. 310-333

Persistent link: https://www.econbiz.de/10010384976

Is share of wallet exclusively about making customers happy or having more customers? : exploring the relationship between satisfaction and double jeopardy

Buoye, Alexander; Loureiro, Yuliya Komarova; Kabadayi, … - In: Journal of service management 27 (2016) 4, pp. 434-459

Persistent link: https://www.econbiz.de/10011563591

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

Moving the customer experience field forward : introducing the touchpoints, context, qualities (TCQ) nomenclature

De Keyser, Arne; Verleye, Katrien; Lemon, Katherine N.; … - In: Journal of service research 23 (2020) 4, pp. 433-455

Persistent link: https://www.econbiz.de/10012391607

The practitioners' path to customer loyalty : memorable experiences or frictionless experiences?

Williams, Luke; Buoye, Alexander; Keiningham, Timothy; … - In: Journal of retailing and consumer services 57 (2020), pp. 1-9

Persistent link: https://www.econbiz.de/10012305912

Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship

Morgeson, Forrest V., III.; Hult, G. Tomas M.; Mithas, Sunil - In: Journal of marketing 84 (2020) 5, pp. 79-99

Persistent link: https://www.econbiz.de/10012271494

The interplay of customer experience and commitment

Keiningham, Timothy; Ball, Joan; Benoit, Sabine; Bruce, … - In: The journal of services marketing 31 (2017) 2, pp. 148-160

Persistent link: https://www.econbiz.de/10011654644

Beyond traditional word‐of‐mouth

Blazevic, Vera; Hammedi, Wafa; Garnefeld, Ina; Rust, … - In: Journal of Service Management 24 (2013) 3, pp. 294-313

Purpose – Business and academia alike have become aware of the crucial role of customer‐to‐customer interactions. Facilitated by the increasing customer connectedness through online media possibilities, companies need to understand how customers influence each other and how to manage these...

Persistent link: https://www.econbiz.de/10014894458