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Direct and moderated effects of customer satisfaction on two dimensions of loyalty in a business-to-business context
Wangenheim, Florian von (contributor);  … - 2001
Persistent link: https://www.econbiz.de/10001709424
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Die Abgabe von Kundenempfehlungen : Determinanten und ökonometrische Modellierung
Wangenheim, Florian v.; Bayón, Tomás; Herrmann, Andreas - In: Schmalenbachs Zeitschrift für betriebswirtschaftliche … 58 (2006) 3, pp. 304-336
Persistent link: https://www.econbiz.de/10003318483
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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
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How customer satisfaction affects employee satisfaction and retention in a professional services context
Frey, Regina Viola; Bayón, Tomás; Totzek, Dirk - In: Journal of service research : JSR 16 (2013) 4, pp. 503-517
Persistent link: https://www.econbiz.de/10010203516
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The role of customer relationship vulnerability in service recovery
Cénophat, Sadrac; Eisend, Martin; Bayón, Tomás; … - In: Journal of service research 27 (2024) 2, pp. 283-301
Persistent link: https://www.econbiz.de/10014580442
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Does the employee-customer satisfaction link hold for all employee groups?
Wangenheim, Florian von; Evanschitzky, Heiner; … - In: Journal of business research : JBR 60 (2007) 7, pp. 690-697
Persistent link: https://www.econbiz.de/10003484181
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Cross-cultural differences in the effect of received word-of-mouth referral in relational service exchange
Schumann, Jan Hendrik; Wangenheim, Florian von; … - In: Journal of international marketing 18 (2010) 3, pp. 62-80
Persistent link: https://www.econbiz.de/10008657427
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Perils of managing the service profit chain : the role of time lags and feedback loops
Evanschitzky, Heiner; Wangenheim, Florian von; … - In: Journal of retailing 88 (2012) 3, pp. 356-366
Persistent link: https://www.econbiz.de/10009622995
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The value of self-service : long-term effects of technology-based self-service usage on customer retention
Scherer, Anne; Wünderlich, Nancy V.; Wangenheim, … - In: Management information systems : mis quarterly 39 (2015) 1, pp. 177-200
Persistent link: https://www.econbiz.de/10010505862