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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

The practitioners' path to customer loyalty : memorable experiences or frictionless experiences?

Williams, Luke; Buoye, Alexander; Keiningham, Timothy; … - In: Journal of retailing and consumer services 57 (2020), pp. 1-9

Persistent link: https://www.econbiz.de/10012305912

Understanding segment-specific key drivers to guide strategy : the impact of value on key drivers of relative satisfaction

Perkins-Munn, Tiffany; Evans, Heather; Buoye, Alexander; … - In: Journal of creating value 8 (2022) 2, pp. 284-305

Persistent link: https://www.econbiz.de/10014581509

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

Burton, Jamie; Nasr, Linda; Gruber, Thorsten; Bruce, … - In: Journal of Services Marketing 31 (2017) 2, pp. 142-147

Purpose This paper aims to outline the purpose, planning, development and delivery of the “1st Academic-Practitioner Research with Impact workshop: Customer Experience Management (CEM) and Big Data” held at Alliance Manchester Business School on 18th and 19th January 2016, at which four...

Persistent link: https://www.econbiz.de/10014905858

More than a feeling? Toward a theory of customer delight

Parasuraman, A.; Ball, Joan; Aksoy, Lerzan; Keiningham, … - In: Journal of Service Management 32 (2020) 1, pp. 1-26

Purpose: Responding to an increasing call for a more comprehensive conceptualization of customer delight, the purpose of this paper is to expand the theory of customer delight and to examine the implications of such an expanded view for service theory and practice. Design/methodology/approach:...

Persistent link: https://www.econbiz.de/10012278698

Theoretische Grundlagen zur Koordination des Interaktionsverhaltens bei der Erstellung integrativer Leistungen

Møller, Sabine - 2002

Persistent link: https://www.econbiz.de/10013409592

When good news is bad news : the negative impact of positive customer feedback on front-line employee well-being

Alkire, Linda; Burton, Jamie; Gruber, Thorsten - In: The journal of services marketing 29 (2015) 6/7, pp. 599-612

Persistent link: https://www.econbiz.de/10011418374

Exploring the impact of customer feedback on the well-being of service entities : a TSR perspective

Alkire, Linda; Burton, Jamie; Gruber, Thorsten; … - In: Journal of service management 25 (2014) 4, pp. 531-555

Persistent link: https://www.econbiz.de/10010405201

Digitalisation for sustainability : conceptualisation, implications and future research directions

Anastasiadou, Elena; Alkire, Linda; Röndell, Jimmie - In: Management and information technology after digital …, (pp. 43-52). 2022

Persistent link: https://www.econbiz.de/10012659025

A transformative approach to corporate social responsibility : an antidote to corporate hypocrisy

Losada-Otálora, Mauricio; Alkire, Linda - In: The service industries journal 41 (2021) 3/4, pp. 200-222

Persistent link: https://www.econbiz.de/10012483669