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The power of self-efficacy change during service provision : making your customers feel better about themselves pays off

Beuningen, Jacqueline van; Ruyter, Ko de; Wetzels, Martin - In: Journal of service research : JSR 14 (2011) 1, pp. 108-125

Persistent link: https://www.econbiz.de/10008826883

A hierarchical model of virtual experience and its influences on the perceived value and loyalty of customers

Piyathasanan, Bhuminan; Mathies, Christine; Wetzels, Martin - In: International journal of electronic commerce : IJEC 19 (2014/2015) 2, pp. 126-158

Persistent link: https://www.econbiz.de/10011433898

In stories we trust : how narrative apologies provide cover for competitive vulnerability after integrity-violating blog posts

Laer, Tom van; Ruyter, Ko de - In: International journal of research in marketing : IJRM ; … 27 (2010) 2, pp. 164-174

Persistent link: https://www.econbiz.de/10003987364

Satisfaction with online commercial group chat : the influence of perceived technology attributes, chat group characteristics, and advisor communication style

Dolen, Willemijn M. van; Dabholkar, Pratibha A.; … - In: Journal of retailing 83 (2007) 3, pp. 339-358

Persistent link: https://www.econbiz.de/10003517362

Multi-channel retailing and customer satisfaction : implications for e-CRM

Warrington, Patricia T.; Gangstad, Elizabeth; Feinberg, … - In: Contemporary research in e-branding, (pp. 280-291). 2009

Persistent link: https://www.econbiz.de/10003778273

The conditional enjoyment-enhancing effect of shipping box aesthetics

Schnurr, Benedikt; Wetzels, Martin - In: Journal of retailing and consumer services 57 (2020), pp. 1-8

Persistent link: https://www.econbiz.de/10012305268

There is a secret to success : Linking customer experience management practices to profitability

Wetzels, Ruud W. H.; Klaus, Philipp; Wetzels, Martin - In: Journal of retailing and consumer services 73 (2023), pp. 1-10

Persistent link: https://www.econbiz.de/10014303332

Perceived omnichannel customer experience (OCX) : concept, measurement, and impact

Rahman, Syed Mahmudur; Carlson, Jamie; Gudergan, Siegfried - In: Journal of retailing 98 (2022) 4, pp. 611-632

Persistent link: https://www.econbiz.de/10013535715

In Stories We Trust : How Narrative Apologies Provide Cover for Competitive Vulnerability After Integrity-Violating Blog Posts

van Laer, Tom; Ruyter, Ko de - 2017

Consumers’ confidence in companies has fallen due to recent and widespread violations of integrity and consumers’ voicing of discontent in weblog (blog) posts. Current research on integrity restoration offers little guidance regarding appropriate responses. We posit that not only what (with...

Persistent link: https://www.econbiz.de/10014199664