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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

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

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

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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

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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

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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

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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

Linking satisfaction to credit card decisions : an application of the Wallet Allocation Rule

Aksoy, Lerzan; Keiningham, Timothy; Buoye, Alexander; … - In: The international journal of bank marketing : IJBM 35 (2017) 2, pp. 205-219

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The chain of effects from customer satisfaction to customer profitability

Keiningham, Timothy; Aksoy, Lerzan; Komarova, Yuliya A.; … - In: Handbook of research on customer equity in marketing, (pp. 265-282). 2015

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Does customer satisfaction lead to an increased firm value?

Lerzan, Aksoy; Cooil, Bruce; Groening, Christopher; … - In: GfK marketing intelligence review : Marketingforschung … (2009) 2, pp. 8-15

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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

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