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Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship

Morgeson, Forrest V., III.; Hult, G. Tomas M.; Mithas, Sunil - In: Journal of marketing 84 (2020) 5, pp. 79-99

Persistent link: https://www.econbiz.de/10012271494

Consequences of consumer engagement in service marketing : an empirical exploration

Rather, Raouf Ahmad - In: Journal of global marketing 32 (2019) 2, pp. 116-135

Persistent link: https://www.econbiz.de/10012201015

Pillars of customer retention : an empirical study on the influence of customer satisfaction, customer loyalty, customer profitability on customer retention

Almohaimmeed, Bader - In: Serbian journal of management : an international … 14 (2019) 2, pp. 421-435

Persistent link: https://www.econbiz.de/10012139152

Value co-creation and perceived value : a customer perspective in the hospitality context

Solakis, Konstantinos; Peña-Vinces, Jesús; … - In: European research on management and business economics 28 (2022) 1, pp. 1-10

Using the DART (dialogue, access, risk, and transparency) model as a core framework of value co-creation (VCC), and in the context of hospitality services, this study explores the role VCC might have in customers' perceived value (PV). The study delineates two characteristics of PV - perceived...

Persistent link: https://www.econbiz.de/10012813648

Predictors of customer loyalty to mobile service provider in South Africa

Chinomona, Richard; Sandada, Maxwell - In: International business and economics research journal 12 (2013) 12, pp. 1631-1643

Persistent link: https://www.econbiz.de/10010248952

Impact of service recovery, customer satisfaction, and corporate image on customer loyalty

Zaid, Sudirman; Palilati, Alida; Madjid, Rahmat; Bua, … - In: Journal of Asian finance, economics and business : JAFEB 8 (2021) 1, pp. 961-970

Persistent link: https://www.econbiz.de/10012692597

An investigation of the internet generation customer loyalty : an empirical study in Indonesia mobile services

Yacob, Syahmardi; Johannes; Edward, Edward; Sulistiyo, Urip - In: Verslas : teorija ir praktika : Vilniaus Gedimino … 24 (2023) 1, pp. 271-281

program and trust trough customer satisfaction. Following the conceptual model, an inclusive set of hypotheses have been …,loyalty programs, and trust are combined to predict customer loyalty. Trust and loyalty programs exert a more powerful impact on … customer loyalty than service quality and culture variables. Customer satisfaction acts as a mediator in the relationship …

Persistent link: https://www.econbiz.de/10014371908

The long-term impact of service failure and recovery

Norvell, Tim; Kumar, Piyush; Dass, Mayukh - In: Cornell hospitality quarterly : CQ 59 (2018) 4, pp. 376-389

Persistent link: https://www.econbiz.de/10011943078

The role of perceiveed quality and satisfaction in explaining customer brand loyalty : mobile phone service in Jordan

Al-Hawary, Sulieman Ibraheem Shelash - In: International journal of business innovation and research 7 (2013) 4, pp. 393-413

Persistent link: https://www.econbiz.de/10010212405

Satisfaction and positive emotions : a comparison of the influence of hotel guests' beliefs and attitudes on their satisfaction and emotions

Sukhu, Anupama; Choi, Hyeyoon; Bujisic, Milos; … - In: International journal of hospitality management 77 (2019), pp. 51-63

Persistent link: https://www.econbiz.de/10011988431