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Handbook of research on customer loyalty

Keeling, Debbie I. (ed.); Ruyter, Ko de (ed.); … - 2022

"Identifying customer loyalty as a crucial success factor in contemporary marketing thinking and practice, this innovative Handbook incorporates a rich collection of perspectives on the current topics and research-driven practices in the field. Leading scholars offer an insightful reimagining of...

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Communication channel consideration for in-home services : the moderating role of customer participation

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Principles and principals : do customer stewardship and agency control compete or complement when shaping frontline employee behavior?

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Fields of gold : perceived efficacy in virtual teams of field service employees

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Return on interactivity : the impact of online agents on newcomer adjustment

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The effect of humor in electronic service encounters

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Cooperating for service excellence in multi-channel service systems : an empirical assessment

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