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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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"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart; Bowen, David E.; Andreassen, Tor W.; … - In: Journal of business research : JBR 79 (2017), pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
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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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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