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Understanding the effects of post-service experience surveys on delay and acceleration of customer purchasing behavior : evidence from the automotive services industry
Dholakia, Utpal M.; Singh, Siddharth S.; Westbrook, … - In: Journal of service research : JSR 13 (2010) 4, pp. 362-378
Persistent link: https://www.econbiz.de/10008736079
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Customer compliance with presumed market research goals : motivational drivers of negative service evaluations
Ofir, Chezy (contributor); Simonson, Itamar (contributor);  … - 2007
Persistent link: https://www.econbiz.de/10003517954
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Mystery Shopping : "just in time" ; Information mit den Augen des Kunden
Almhofer, Helmut - In: Handbuch der Marktforschung, (pp. 33-38). 2007
Persistent link: https://www.econbiz.de/10003536377
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Understanding customers' service experience : review and research propositions
Khan, Arif K.; Metri, Bhimaraya A. - In: International journal of business environment : IJBE 4 (2011) 1, pp. 45-62
Persistent link: https://www.econbiz.de/10009155012
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Customer experiences as drivers of customer satisfction
Dalla Pozza, Ilaria - In: Revue Gestion 2000 : management & prospective 31 (2014) 3, pp. 115-138
Persistent link: https://www.econbiz.de/10010485120
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Opportunistic customer claiming during service recovery
Wirtz, Jochen; McColl-Kennedy, Janet R. - In: Journal of the Academy of Marketing Science 38 (2010) 5, pp. 654-675
Persistent link: https://www.econbiz.de/10008747760
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Qualitätswahrnehmung von Dienstleistungen : Determinanten und Auswirkungen
Kebbel, Phoebe - 2000
Persistent link: https://www.econbiz.de/10001484647
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Identifikation von Kundenerwartungen an die Dienstleistungsqualität : Evaluierung attributorientierter Methoden
Botschen, Günther (contributor) - In: Grundsatzfragen und Herausforderungen des …, (pp. 157-178). 1996
Persistent link: https://www.econbiz.de/10001295765