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Short-term and long-term effects of touchpoints on customer perceptions

Cambra-Fierro, Jesús; Polo-Redondo, Yolanda; Trifu, Andreea - In: Journal of retailing and consumer services 61 (2021), pp. 1-10

Persistent link: https://www.econbiz.de/10012581871

Can complaint-handling efforts promote customer engagement?

Cambra-Fierro, Jesús; Melero-Polo, Iguácel; Sesé, F. … - In: Service business 10 (2016) 4, pp. 847-866

Persistent link: https://www.econbiz.de/10011722441

Customer-firm interactions and the path to profitability : a chain-of-effects model

Cambra-Fierro, Jesús; Melero-Polo, Iguácel; Sesé, F. … - In: Journal of service research : JSR 21 (2018) 2, pp. 201-218

Persistent link: https://www.econbiz.de/10011855798

Managing service recovery processes : the role of customers' age

Cambra-Fierro, Jesús; Berbel-Pineda, Juan M.; … - In: Journal of business economics and management 12 (2011) 3, pp. 503-528

Persistent link: https://www.econbiz.de/10009533040

Analysis of the moderating role of the gender variable in service recovery processes

Cambra-Fierro, Jesús; Berbel-Pineda, Juan M.; … - In: Journal of retailing and consumer services 20 (2013) 4, pp. 408-418

Persistent link: https://www.econbiz.de/10009755354

How situational circumstances modify the effects of frontline employees' competences on customer satisfaction with the store

Lucia-Palacios, Laura; Pérez-López, Raúl; … - In: Journal of retailing and consumer services 52 (2020), pp. 1-11

Persistent link: https://www.econbiz.de/10012132197

Enemies of cloud services usage : inertia and switching costs

Lucia-Palacios, Laura; Pérez-López, Raúl; … - In: Service business 10 (2016) 2, pp. 447-467

Persistent link: https://www.econbiz.de/10011722330

Unlocking the power of marketing : understanding the links between customer mindset metrics, behavior, and profitability

Petersen, J. Andrew; Kumar, V.; Polo-Redondo, Yolanda; … - In: Journal of the Academy of Marketing Science 46 (2018) 5, pp. 813-836

Persistent link: https://www.econbiz.de/10011924769

How professional service firms compete in the market: An exploratory study

Amonini, Claudia; McColl-Kennedy, Janet R.; Soutar, … - 2010

This study investigates how professional service firms (PSFs) compete in the market. Drawing on strategic marketing literature, a managerial rather than customer perspective is adopted. The study investigates the competitive positions sought by professional service providers and the specific...

Persistent link: https://www.econbiz.de/10009448708