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Buffering and amplifying effects of relationship commitment in business-to-business relationships
Ganesan, Shankar; Brown, Steven P.; Mariadoss, Babu John; … - In: Journal of marketing research : JMR 47 (2010) 2, pp. 361-373
Persistent link: https://www.econbiz.de/10003965486
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Managing service quality in high customer contact B2B services across domestic and international markets
Pomirleanu, Nadia; Mariadoss, Babu John; Chennamaneni, … - In: Industrial marketing management : the international … 55 (2016), pp. 131-143
Persistent link: https://www.econbiz.de/10011503639
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Customer satisfaction with consumption systems
Bindroo, Vishal; Mariadoss, Babu John; Echambadi, Raj; … - In: Journal of business-to-business marketing 27 (2020) 1, pp. 1-17
Persistent link: https://www.econbiz.de/10012196327
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Customer betrayal and retaliation : when your best customers become your worst enemies
Grégoire, Yany; Fisher, Robert J. - In: Journal of the Academy of Marketing Science 36 (2008) 2, pp. 247-261
Persistent link: https://www.econbiz.de/10003725646
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When customer love turns into lasting hate : the effects of relationship strenght and time on customer revenge and avoidance
Grégoire, Yany; Tripp, Thomas M.; Legoux, Renaud - In: Journal of marketing 73 (2009) 6, pp. 18-32
Persistent link: https://www.econbiz.de/10003901072
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A comprehensive model of customer direct and indirect revenge : understanding the effects of perceived greed and customer power
Grégoire, Yany; Laufer, Daniel; Tripp, Thomas M. - In: Journal of the Academy of Marketing Science 38 (2010) 6, pp. 738-758
Persistent link: https://www.econbiz.de/10008779087
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How a firm's best versus normal customers react to compensation after a service failure
Gelbrich, Katja; Gäthke, Jana; Grégoire, Yany - In: Journal of business research : JBR 69 (2016) 10, pp. 4331-4339
Persistent link: https://www.econbiz.de/10011554578
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Managing social media crises with your customers : the good, the bad, and the ugly
Grégoire, Yany; Salle, Audrey; Tripp, Thomas M. - In: Business horizons 58 (2015) 2, pp. 173-182
Persistent link: https://www.econbiz.de/10010497515
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How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja; Gäthke, Jana; Grégoire, Yany - In: Journal of service research : JSR 18 (2015) 1, pp. 107-123
Persistent link: https://www.econbiz.de/10010483434
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When do customers offer firms a "second chance" following a double deviation? : the impact of inferred firm motives on customer revenge and reconciliation
Joireman, Jeff; Grégoire, Yany; Devezer, Berna; Tripp, … - In: Journal of retailing 89 (2013) 3, pp. 315-337
Persistent link: https://www.econbiz.de/10009781852