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The impact of service characteristics on the switching costs-customer loyalty link

Blut, Markus; Beatty, Sharon E.; Evanschitzky, Heiner; … - In: Journal of retailing 90 (2014) 2, pp. 275-290

Persistent link: https://www.econbiz.de/10010402374

Mobile phone customer retention strategies and Chinese e-commerce

Peng, Jianping; Quan, Jing; Zhang, Shaoling - In: Electronic commerce research and applications 12 (2013) 5, pp. 321-327

Persistent link: https://www.econbiz.de/10010505472

Understanding technologically-induced customer services in the Nigerian banking sector : the internet as a post-modern phenomenon

Ozuem, Wilson; Howell, Kerry E.; Lancaster, Geoffrey - In: International journal of information technology and … 15 (2016) 3, pp. 272-290

Persistent link: https://www.econbiz.de/10011719664

The perils of service contract divestment : when and why customers seek revenge and how it can be attenuated

Haenel, Christina M.; Wetzel, Hauke; Hammerschmidt, Maik - In: Journal of service research 22 (2019) 3, pp. 301-322

Persistent link: https://www.econbiz.de/10012126415

Unveiling the recovery time zone of tolerance : when time matters in service recovery

Hogreve, Jens; Bilstein, Nicola; Mandl, Leonhard - In: Journal of the Academy of Marketing Science 45 (2017) 6, pp. 866-883

Persistent link: https://www.econbiz.de/10011779540

How the response to service incidents change customer-firm relationships

Coelho, Pedro Simões; Rita, Paulo; Ramos, Ricardo F. - In: European journal of management and business economics : … 32 (2023) 2, pp. 168-184

Purpose This paper analyzes previously unmeasured effects of a response to a service incident called "benevolent" within the customer -firm relationship. Design/methodology/approach A questionnaire was administered to telecommunication customers in a Western European country, and the model was...

Persistent link: https://www.econbiz.de/10014318788

Designing for loyalty programme effectiveness in the financial services industry

Fourie, Sonja; Goldman, Michael; McCall, Michael - In: Journal of financial services marketing 28 (2023) 3, pp. 502-525

Persistent link: https://www.econbiz.de/10014336232

Customer Success Management : Helping Business Customers Achieve Their Goals

Kleinaltenkamp, Michael; Prohl-Schwenke, Katharina; … - 2023

Chapter 1 The Rise of a New Business Function: Customer Success (Management) -- Chapter 2 Customer Success and Customer Success Management -- Chapter 3 Customer Success Management Drivers -- Chapter 4 Value-Based Selling -- Chapter 5 Solution Realization -- Chapter 6 Customer Success Management...

Persistent link: https://www.econbiz.de/10014229312

The impact of customer awareness of manufacturer name disclosure on retail brand attitudes and loyalty in Korea

Cho, Young Sang; Rha, Hye-Su; Burt, Steven - In: Journal of retailing and consumer services 22 (2015), pp. 128-137

Persistent link: https://www.econbiz.de/10010468488

Exploring the visitors' decision-making process for Airbnb and hotel accommodations using value-attitude-behavior and theory of planned behavior

Tajeddini, Kayhan; Mostafa Rasoolimanesh, S.; Gamage, … - In: International journal of hospitality management 96 (2021), pp. 1-14

Persistent link: https://www.econbiz.de/10012585666

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