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Perceptions are relative
Keiningham, Timothy Lee; Cooil, Bruce; Malthouse, Edward C - In: Journal of Service Management 26 (2015) 1, pp. 2-43
Purpose – There is general agreement among researchers and practitioners that satisfaction is relative to competitive alternatives. Nonetheless, researchers and managers have not treated satisfaction as a relative construct. The result has been weak relationships between satisfaction and share...
Persistent link: https://www.econbiz.de/10014894876
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Can we talk? : the impact of willingness to recommend on a new-to-market service brand extension within a social network
Aksoy, Lerzan; Buoye, Alexander; Cooil, Bruce; … - In: Journal of service research : JSR 14 (2011) 3, pp. 355-371
Persistent link: https://www.econbiz.de/10009383334
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A longitudinal examination of customer commitment and loyalty
Lariviere, Bart; Keiningham, Timothy; Cooil, Bruce; … - In: Journal of service management 25 (2014) 1, pp. 75-100
Persistent link: https://www.econbiz.de/10010260104
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Approaches to customer segmentation
Cooil, Bruce; Aksoy, Lerzan; Keiningham, Timothy - In: Profit maximization through customer relationship …, (pp. 9-39). 2008
Persistent link: https://www.econbiz.de/10003754189
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The relationship of employee perceptions of organizational climate to business-unit outcomes
Cooil, Bruce; Aksoy, Lerzan; Keiningham, Timothy; … - In: Journal of service research : JSR 11 (2008/09) 3, pp. 277-294
Persistent link: https://www.econbiz.de/10003804815
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Does satisfaction matter more if a multichannel customer is also a multicompany customer?
Larivière, Bart; Aksoy, Lerzan; Cooil, Bruce; … - In: Journal of service management 22 (2011) 1, pp. 39-66
Persistent link: https://www.econbiz.de/10009010795
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The long-term stock market valuation of customer satisfaction
Aksoy, Lerzan; Cooil, Bruce; Groening, Christopher; … - In: Journal of marketing 72 (2008) 4, pp. 105-122
Persistent link: https://www.econbiz.de/10003747973
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Decision quality measures in recommendation agents research
Aksoy, Lerzan; Cooil, Bruce; Lurie, Nicholas H. - In: Journal of interactive marketing : a quarterly … 25 (2011) 2, pp. 110-122
Persistent link: https://www.econbiz.de/10009129696
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Can We Talk? The Impact of Willingness to Recommend on a New-to-Market Service Brand Extension Within a Social Network
Aksoy, Lerzan; Buoye, Alexander; Cooil, Bruce; … - In: Journal of service research : JSR 14 (2011) 3, pp. 355-372
Persistent link: https://www.econbiz.de/10009328891
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The cumulative effect of satisfaction with discrete transactions on share of wallet
Keiningham, Timothy; Aksoy, Lerzan; Malthouse, Edward C.; … - In: Journal of service management 25 (2014) 3, pp. 310-333
Persistent link: https://www.econbiz.de/10010384976