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Mittal, Vikas; Sarkees, Matthew; Murshed, Feisal - In: Harvard-Business-Manager : das Wissen der Besten 30 (2008) 10, pp. 58-72

Persistent link: https://www.econbiz.de/10003760132

Customer complaining : the role of tie strenght and information control

Mittal, Vikas; Huppertz, John W.; Khare, Adwait - In: Journal of retailing 84 (2008) 2, pp. 195-204

Persistent link: https://www.econbiz.de/10003744326

Customer loyalty in electronically mediated environments

Mittal, Vikas; Tsiros, Michael - In: E-Services : opportunities and threats, (pp. 79-109). 2007

Persistent link: https://www.econbiz.de/10003490275

The right way to manage unprofitable customers

Mittal, Vikas; Sarkees, Matthew; Murshed, Feisal - In: Harvard business review : HBR 86 (2008) 4, pp. 94-102

Persistent link: https://www.econbiz.de/10003667496

Customer engagement behavior: theoretical foundations and research directions

Doorn, Jenny van; Lemon, Katherine N.; Mittal, Vikas; … - In: Journal of service research : JSR 13 (2010) 3, pp. 253-266

Persistent link: https://www.econbiz.de/10008652135

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

How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior : a meta-analysis

Blut, Markus; Frennea, Carly M.; Mittal, Vikas; … - In: International journal of research in marketing : IJRM ; … 32 (2015) 2, pp. 226-229

Persistent link: https://www.econbiz.de/10011337495

Cross-validation of customer and employee signals and firm valuation

Groening, Christopher; Mittal, Vikas; Zhang, Yan - In: Journal of marketing research : JMR 53 (2016) 1, pp. 61-76

Persistent link: https://www.econbiz.de/10011450372

Chapter 16 - Managing Customer Satisfaction

Mittal, Vikas - 2013

Firms invest in customer satisfaction (CS) because customers are the biggest source of cash flow for a company (Gruca and Rego 2005). A customer base with high levels of satisfaction provides many long-term benefits for the firm. Satisfied customers are likely to continue repurchasing a firm's...

Persistent link: https://www.econbiz.de/10013073885

Satisfaction, Repurchase Intent, and Repurchase Behavior : Investigating the Moderating Effect of Customer Characteristics

Mittal, Vikas - 2013

Despite the claim that satisfaction ratings are linked to repurchase behavior, few attempts can be found that relate satisfaction ratings to actual repurchase behavior. This article fills this void by presenting a conceptual model for relating satisfaction ratings and repurchase behavior. The...

Persistent link: https://www.econbiz.de/10013073965