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The relation between perceived service innovation, service value, emotional intelligence, customer commitment and loyalty in b2b

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Consumer perceptions of service innovativeness and personal control

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Planned versus unplanned timing changes in payment and product receipt : implications for sales promotion and services management strategy

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Early versus potential adopters : exploring the antecedents of use intention in the context of retail service innovations

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Beschwerdemanagement : Fehler vermeiden - Leistung verbessern - Kunden binden

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The dark side of customer service

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State of the Art zum Nachbeschwerdeverhalten

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Das Review arbeitet den Forschungsstand zum Nachbeschwerdeverhalten auf. Die Ergebnisse bestätigen das Reviewmodell, wonach die Unternehmensreaktionen die Wahrnehmung dieser Reaktionen, insbesondere die wahrgenommene Gerechtigkeit, positiv beeinflussen. Diese wiederum sorgt für...

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Post-adoption behaviors of e-service customers : the interplay of cognition and emotion

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A service of the

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