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Cross-cultural differences in the effect of received word-of-mouth referral in relational service exchange
Schumann, Jan Hendrik; Wangenheim, Florian von; … - In: Journal of international marketing 18 (2010) 3, pp. 62-80
Persistent link: https://www.econbiz.de/10008657427
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Spillover effects of service failures in coalition loyalty programs : the buffering effect of special treatment benefits
Schumann, Jan Hendrik; Wünderlich, Nancy V.; … - In: Journal of retailing 90 (2014) 1, pp. 111-118
Persistent link: https://www.econbiz.de/10010359932
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Perils of managing the service profit chain : the role of time lags and feedback loops
Evanschitzky, Heiner; Wangenheim, Florian von; … - In: Journal of retailing 88 (2012) 3, pp. 356-366
Persistent link: https://www.econbiz.de/10009622995
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The value of self-service : long-term effects of technology-based self-service usage on customer retention
Scherer, Anne; Wünderlich, Nancy V.; Wangenheim, … - In: Management information systems : mis quarterly 39 (2015) 1, pp. 177-200
Persistent link: https://www.econbiz.de/10010505862
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The influence of customer characteristics on frontline employees’ customer need knowledge
Hüttel, Björn Armin; Schumann, Jan Hendrik; Büttgen, … - In: Three essays on success factors of digital and …, (pp. 116-155). 2017
Persistent link: https://www.econbiz.de/10011894444
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Sharing is caring? : the effect of negative peer-to-peer experiences on loyalty intentions in the sharing economy
Grüner, Alina; Postel, Lea; Schumann, Jan Hendrik - In: Journal of business research : JBR 181 (2024), pp. 1-14
Persistent link: https://www.econbiz.de/10014556705
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Does the employee-customer satisfaction link hold for all employee groups?
Wangenheim, Florian von; Evanschitzky, Heiner; … - In: Journal of business research : JBR 60 (2007) 7, pp. 690-697
Persistent link: https://www.econbiz.de/10003484181
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Direct and moderated effects of customer satisfaction on two dimensions of loyalty in a business-to-business context
Wangenheim, Florian von (contributor);  … - 2001
Persistent link: https://www.econbiz.de/10001709424
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Transformational leadership, high-performance work system consensus, and customer satisfaction
Weller, Ingo; Süß, Julian; Evanschitzky, Heiner; … - In: Journal of management 46 (2020) 8, pp. 1469-1497
Persistent link: https://www.econbiz.de/10012310208
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Free-to-fee transformation of industrial services
Mustak, Mekhail; Ulaga, Wolfgang; Grohmann, Marcella Maria - In: Journal of service research 26 (2023) 1, pp. 21-43
Persistent link: https://www.econbiz.de/10014246191