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Reaching the breaking point : a dynamic process theory of business-to-business customer defection

Hollmann, Thomas; Jarvis, Cheryl Burke; Bitner, Mary Jo - In: Journal of the Academy of Marketing Science 43 (2015) 2, pp. 257-278

Persistent link: https://www.econbiz.de/10010504684

Service blueprinting: a practical technique for service innovation

Bitner, Mary Jo; Ostrom, Amy L.; Morgan, Felicia N. - In: California management review 50 (2007/08) 3, pp. 66-94

Persistent link: https://www.econbiz.de/10003733784

Leveraging customers' multiple identities : identity synergy as a driver of organizational identification

Fombelle, Paul W.; Jarvis, Cheryl Burke; Ward, James C.; … - In: Journal of the Academy of Marketing Science 40 (2012) 4, pp. 587-604

Persistent link: https://www.econbiz.de/10009566393

Affinity and beyond : leveraging NASCAR's integrated supply network to drive fan equity

Cadwallader, Susan; Boyd, Tom; Thomas, Aaron - In: Journal of marketing channels : ... distribution … 19 (2012) 3, pp. 193-211

Persistent link: https://www.econbiz.de/10009578202

The role of customer gratitude in relationship marketing

Palmatier, Robert W.; Jarvis, Cheryl Burke; Bechkoff, … - In: Journal of marketing 73 (2009) 5, pp. 1-18

Persistent link: https://www.econbiz.de/10003875373

Consumers on the job : contextualization crafting in expert services

Azzari, Courtney Nations; Anderson, Laurel; Mende, Martin; … - In: Journal of service research 24 (2021) 4, pp. 520-541

Persistent link: https://www.econbiz.de/10012662583

Service research priorities : managing and delivering service in turbulent times

Ostrom, Amy L.; Field, Joy M.; Fotheringham, Darima; … - In: Journal of service research 24 (2021) 3, pp. 329-353

Persistent link: https://www.econbiz.de/10012592938

Services marketing : integrating customer focus across the firm

Zeithaml, Valarie A.; Bitner, Mary Jo; Gremler, Dwayne D. - 2017 - Seventh edition

"This text is for students and business people who recognize the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the...

Persistent link: https://www.econbiz.de/10011617222

Branded service encounters : strategically aligning employee behavior with the brand positioning

Sirianni, Nancy J.; Bitner, Mary Jo; Brown, Stephen Walter - In: Journal of marketing 77 (2013) 6, pp. 108-123

Persistent link: https://www.econbiz.de/10010203344

Decoding costumer-firm relationships : how attachment styles help explain customers' preferences to closeness, repurchase intentions, and changes in relationship breadth

Mende, Martin; Bolton, Ruth N.; Bitner, Mary Jo - In: Journal of marketing research : JMR 50 (2013) 1, pp. 125-142

Persistent link: https://www.econbiz.de/10009715240