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Mean service metrics : biased quality judgment and the customer-server quality gap
Batt, Robert J.; Tong, Jordan D. - In: Manufacturing & service operations management : M & SOM 22 (2020) 5, pp. 975-995
Persistent link: https://www.econbiz.de/10012296780
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How customer experience management reconciles strategy differences between East and West
Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of global scholars of marketing science : … 31 (2021) 3, pp. 273-295
Persistent link: https://www.econbiz.de/10012549083
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Measuring customer experience in service : a systematic review
Bueno, Eduardo Veiga; Weber, Tiziana Brenner Beauchamp; … - In: The service industries journal 39 (2019) 11/12, pp. 779-798
Persistent link: https://www.econbiz.de/10012205844
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Customer coping in response to relationship transgressions : an attachment theoretic approach
Paulssen, Marcel; Bagozzi, Richard P. - In: Handbook of brand relationships, (pp. 358-375). 2009
Persistent link: https://www.econbiz.de/10003915640
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The effects of sense of presence, sense of belonging, and cognitive absorption on satisfaction and user loyalty toward an immersive 3D virtual world
Kim, Dan J.; Zhang, Dongsong - In: Exploring the grand challenges for next generation …, (pp. 30-43). 2010
Persistent link: https://www.econbiz.de/10008900982
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The effect of consumer confusion proneness on word of mouth, trust, and customer satisfaction
Walsh, Gianfranco; Mitchell, Vincent-Wayne - In: European journal of marketing : EJM 44 (2010) 6, pp. 838-859
Persistent link: https://www.econbiz.de/10003989148
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Customer coping in response to relationship transgressions : an attachment theoretic approach
Paulssen, Marcel; Bagozzi, Richard P. - 2007
Persistent link: https://www.econbiz.de/10003530374
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Attachment security and the strength of commercial relationships : a longitudinal study
Paulssen, Marcel; Fournier, Susan - 2007
Persistent link: https://www.econbiz.de/10003530381
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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
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Consumers' online information search : Gen Yers' finding needles in the internet haystack
Maity, Moutusy; Hsu, Maxwell K.; Pelton, Lou E. - In: Journal of marketing channels : ... distribution … 19 (2012) 1, pp. 49-76
Persistent link: https://www.econbiz.de/10009508578