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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
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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
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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
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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
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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
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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
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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
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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
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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