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More is not always better : the impact of value co-creation fit on B2B and B2C customer satisfaction
Gligor, David M.; Maloni, Michael J. - In: Journal of business logistics 43 (2022) 2, pp. 209-237
Persistent link: https://www.econbiz.de/10013347430
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Customer satisfaction as a marketing concept in higher education
Andrlic, Berislav; Budic, Hrvoje; Pismis, Vjekoslav - In: Analele ştiinţifice ale Univerşităţii Alexandru … 60 (2013) 1, pp. 21-30
Persistent link: https://www.econbiz.de/10010390508
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Determining customer satisfaction and loyalty from a value co-creation perspective
Woratschek, Herbert; Horbel, Chris; Popp, Bastian - In: The service industries journal 40 (2020) 11/12, pp. 777-799
Persistent link: https://www.econbiz.de/10012260352
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B2B relationship calculus : quantifying resource effects in service-dominant logic
DeLeon, Anthony J.; Chatterjee, Sharmila C. - In: Journal of the Academy of Marketing Science 45 (2017) 3, pp. 402-427
Persistent link: https://www.econbiz.de/10011685005
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Supplier market orientation and accommodation of the customer in different relationship phases
Hsieh, Yi-Ching; Chiu, Hung-Chang; Hsu, Yi-Chieh - In: Industrial marketing management : the international … 37 (2008) 4, pp. 380-393
Persistent link: https://www.econbiz.de/10003733183
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Value co-creation : factors affecting discretionary effort exertion
Aggarwal, Praveen; Basu, Amiya K. - In: Services marketing quarterly 35 (2014) 4, pp. 321-336
Persistent link: https://www.econbiz.de/10010465663
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Value cocreation in service interactions : dimensions and antecedents
Neghina, Carmen; Caniëls, Marjolein; Bloemer, Johanna M.; … - In: Marketing theory 15 (2015) 2, pp. 221-242
Persistent link: https://www.econbiz.de/10011494612
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The value co-creation process as a determinant of customer satisfaction
Vega-Vazquez, Manuela; Revilla-Camacho, María Ángeles; … - In: Management decision : MD 51 (2013) 10, pp. 1945-1953
Persistent link: https://www.econbiz.de/10010198589
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Customer betrayal and retaliation : when your best customers become your worst enemies
Grégoire, Yany; Fisher, Robert J. - In: Journal of the Academy of Marketing Science 36 (2008) 2, pp. 247-261
Persistent link: https://www.econbiz.de/10003725646
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Customer Betrayal and Retaliation : When Your Best Customers Become Your Worst Enemies
Gregoire, Yany; Fisher, Robert - 2014
After a service failure and a poor recovery, what leads loyal customers to try to punish a firm even if there is no material gain for doing so? We propose and test a justice-based model that incorporates perceived betrayal as the means to understand customer retaliation and the "love becomes...
Persistent link: https://www.econbiz.de/10014157243