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Leveraging in-store sechnology and AI : increasing customer and employee efficiency and enhancing their experiences

Grewal, Dhruv; Benoit, Sabine; Noble, Stephanie M.; … - In: Journal of retailing 99 (2023) 4, pp. 487-504

Persistent link: https://www.econbiz.de/10014465640

Special section: advancing customer experience and big data impact via academic–practitioner collaboration

Burton, Jamie; Alkire, Linda; Gruber, Thorsten; Bruce, … - In: The journal of services marketing 31 (2017) 2, pp. 142-147

Persistent link: https://www.econbiz.de/10011654609

Linking satisfaction to credit card decisions: an application of the Wallet Allocation Rule

Aksoy, Lerzan; Keiningham, Timothy L.; Buoye, Alexander; … - In: International Journal of Bank Marketing 35 (2017) 2, pp. 205-219

Purpose The purpose of this paper is to identify the key drivers of share of wallet for credit cards issued by either a credit union (CU) or bank using a Wallet Allocation Rule (WAR) framework. Design/methodology/approach A survey approach engaging 1,649 current CU members at nine CUs regarding...

Persistent link: https://www.econbiz.de/10014760604

Customer experience driven business model innovation

Keiningham, Timothy; Aksoy, Lerzan; Bruce, Helen L.; … - In: Journal of business research : JBR 116 (2020), pp. 431-440

Persistent link: https://www.econbiz.de/10012257639

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

Does loyalty span domains? : examining the relationship between consumer loyalty, other loyalties and happiness

Aksoy, Lerzan; Keiningham, Timothy; Buoye, Alexander; … - In: Journal of business research : JBR 68 (2015) 12, pp. 2464-2476

Persistent link: https://www.econbiz.de/10011399506

A cross-national investigation of the satisfaction and loyalty linkage for mobile telecommunications services across eight countries

Aksoy, Lerzan; Buoye, Alexander; Aksoy, Pelin; … - In: Journal of interactive marketing : a quarterly … 27 (2013) 1, pp. 74-82

Persistent link: https://www.econbiz.de/10009718233

The high price of customer satisfaction

Keiningham, Timothy; Gupta, Sunil; Aksoy, Lerzan; … - In: MIT sloan management review 55 (2013/14) 3, pp. 37-46

Persistent link: https://www.econbiz.de/10010354231

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

Is share of wallet exclusively about making customers happy or having more customers? : exploring the relationship between satisfaction and double jeopardy

Buoye, Alexander; Loureiro, Yuliya Komarova; Kabadayi, … - In: Journal of service management 27 (2016) 4, pp. 434-459

Persistent link: https://www.econbiz.de/10011563591