Similar Search Results

Customer complaining : the role of tie strenght and information control

Mittal, Vikas; Huppertz, John W.; Khare, Adwait - In: Journal of retailing 84 (2008) 2, pp. 195-204

Persistent link: https://www.econbiz.de/10003744326

Customer Complaining : The Role of Tie Strength and Information Control

Mittal, Vikas; Huppertz, John; Khare, Adwait - 2013

We examine the impact of two key constructs, information control and tie strength, on consumers’ likelihood of complaining following service failures. We report convergent results from three types of studies — an experiment, a survey, and secondary data. In the first study, tie strength and...

Persistent link: https://www.econbiz.de/10014152875

External equity, loyalty program membership, and service recovery

Morrison, Olivier; Huppertz, John W. - In: The journal of services marketing 24 (2010) 2/3, pp. 244-254

Persistent link: https://www.econbiz.de/10003990935

Mit unrentablen Kunden richtig umgehen

Mittal, Vikas; Sarkees, Matthew; Murshed, Feisal - In: Harvard-Business-Manager : das Wissen der Besten 30 (2008) 10, pp. 58-72

Persistent link: https://www.econbiz.de/10003760132

Customer loyalty in electronically mediated environments

Mittal, Vikas; Tsiros, Michael - In: E-Services : opportunities and threats, (pp. 79-109). 2007

Persistent link: https://www.econbiz.de/10003490275

The right way to manage unprofitable customers

Mittal, Vikas; Sarkees, Matthew; Murshed, Feisal - In: Harvard business review : HBR 86 (2008) 4, pp. 94-102

Persistent link: https://www.econbiz.de/10003667496

Customer engagement behavior: theoretical foundations and research directions

Doorn, Jenny van; Lemon, Katherine N.; Mittal, Vikas; … - In: Journal of service research : JSR 13 (2010) 3, pp. 253-266

Persistent link: https://www.econbiz.de/10008652135

A five-component customer commitment model : implications for repurchase intentions in goods and services industries

Keiningham, Timothy; Frennea, Carly M.; Aksoy, Lerzan; … - In: Journal of service research : JSR 18 (2015) 4, pp. 433-450

Persistent link: https://www.econbiz.de/10011392272

How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior : a meta-analysis

Blut, Markus; Frennea, Carly M.; Mittal, Vikas; … - In: International journal of research in marketing : IJRM ; … 32 (2015) 2, pp. 226-229

Persistent link: https://www.econbiz.de/10011337495

Cross-validation of customer and employee signals and firm valuation

Groening, Christopher; Mittal, Vikas; Zhang, Yan - In: Journal of marketing research : JMR 53 (2016) 1, pp. 61-76

Persistent link: https://www.econbiz.de/10011450372