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Return on quality (ROQ) : making service quality financially accountable

Rust, Roland T.; Zahorik, Anthony J.; Keiningham, Timothy - 1994

Persistent link: https://www.econbiz.de/10000888243

Beyond traditional word-of-mouth : an expanded model of customer-driven influence

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

Persistent link: https://www.econbiz.de/10009765055

The unintended consequences of attitudinal word-of-mouth drivers

Keiningham, Timothy; Rust, Roland T.; Lariviere, Bart; … - In: Marketing accountability for marketing and …, (pp. 263-276). 2021

Persistent link: https://www.econbiz.de/10012654243

Beyond traditional word-of-mouth: An expanded model of customer-driven influence

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

Persistent link: https://www.econbiz.de/10010132554

ARTICLES - Return on Quality at Chase Manhattan Bank - The return-on-quality model seems useful for estimating the financial return from efforts to improve service

Rust, Roland T.; Keiningham, Timothy; Clemens, Stephen; … - In: Interfaces : the INFORMS journal on the practice of … 29 (1999) 2, pp. 62-72

Persistent link: https://www.econbiz.de/10006298396

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