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Gouthier, Matthias H. J. - In: Grundlagen des CRM : Strategie, Geschäftsprozesse und …, (pp. 373-408). 2011

Persistent link: https://www.econbiz.de/10008857595

Examining the firm's value creation process : a managerial perspective of the firm's value offering strategy and performance

O'Cass, Aron; Ngo, Liem Viet - In: British journal of management : BJM 22 (2011) 4, pp. 646-671

Persistent link: https://www.econbiz.de/10009511986

Research on satisfaction recovery from service failure due to attitude defect and unfair price : a dynamic and longitudinal evaluation model based on customer win-back management

Tang, Xiaofei; Jia, Jianmin; Zhou, Tingrui; Yin, Hongjuan - In: Frontiers of business research in China : selected … 4 (2010) 3, pp. 380-408

Persistent link: https://www.econbiz.de/10008664572

The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition

Wangenheim, Florian v.; Bayón, Tomás - In: Journal of the Academy of Marketing Science 35 (2007) 2, pp. 233-249

Persistent link: https://www.econbiz.de/10003507958

Regaining "lost" customers : the predictive power of first-lifetime behavior, the reason for defection, and the nature of the win-back offer

Kumar, V.; Bhagwat, Yashoda; Zhang, Xi Alan - In: Journal of marketing 79 (2015) 4, pp. 34-55

Persistent link: https://www.econbiz.de/10011304639

The Effects of Service Quality and Word of Mouth on Customer Acquisition, Retention and Usage

Nam, Sungjoon - 2007

This paper documents the existence of the direct and indirect (via word-of-mouth) effects of service quality on new customer acquisition, usage and retention using behavioral data from the launch of a new video on demand type service. For this technology, service quality - the quality of the...

Persistent link: https://www.econbiz.de/10012730533

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 - 2015

The present research develops and tests a theory explaining how customers respond to failed service recoveries (i.e., double deviations). This work offers three novel and important conclusions. First, inferences about a firm's motive (negative vs. positive) mediate the impact of perceptions of...

Persistent link: https://www.econbiz.de/10013021371

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

New or repeat customers : how does physical environment influence their restaurant experience?

Ryu, Kisang; Han, Heesup - In: International journal of hospitality management 30 (2011) 3, pp. 599-611

Persistent link: https://www.econbiz.de/10009130570

The enhanced loyalty drivers of customers acquired through referral reward programs

Ramaseshan, B.; Wirtz, Jochen; Georgi, Dominik - In: Journal of service management 28 (2017) 4, pp. 687-706

Persistent link: https://www.econbiz.de/10011731220

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