Ramaseshan, B.; Wirtz, Jochen; Georgi, Dominik - In: Journal of Service Management 28 (2017) 4, pp. 687-706
Purpose The purpose of this paper is to extend prior research on referral reward programs (RRPs) by examining if and how the mode of customer acquisition (RRP-acquired customers vs non-RRP-acquired new customers) moderates the relationships between customer satisfaction and attitudinal loyalty,...