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Experience vs quality : predic...
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141
Identification and ranking of factors affecting customer
loyalty
: a case study : Mehre-e-Eghtesad bank customers
Nazeri, Ali
;
Ebrahimi, Mohsen
;
Soofifard, Rahman
- In:
International journal of services and operations …
35
(
2020
)
3
,
pp. 289-306
Persistent link: https://www.econbiz.de/10012178819
Saved in:
142
The devil you know : self-esteem and switching responses to poor service
Consiglio, Irene
;
Van Osselaer, Stijn M. J.
- In:
Journal of consumer research : JCR ; an …
46
(
2019
)
3
,
pp. 590-605
Persistent link: https://www.econbiz.de/10012120598
Saved in:
143
The effect of performance quality and customer education on attitudinal
loyalty
: a cross-country study of opera festival attendees
Vigolo, Vania
;
Bonfanti, Angelo
;
Brunetti, Federico
- In:
Nonprofit and voluntary sector quarterly : journal of …
48
(
2019
)
6
,
pp. 1272-1295
Persistent link: https://www.econbiz.de/10012121921
Saved in:
144
The benefit of becoming friends : complaining after service failures leads customers with strong ties to increase
loyalty
Umashankar, Nita
;
Ward, Morgan K.
;
Dahl, Darren W.
- In:
Journal of marketing
81
(
2017
)
6
,
pp. 79-98
Persistent link: https://www.econbiz.de/10011776897
Saved in:
145
Impact of cultural differences on foreign customers' perceived local services
Lin, Chinho
;
Nguyen, Conghoang
;
Lin, Binshan
- In:
The journal of services marketing
27
(
2013
)
6
,
pp. 500-510
Persistent link: https://www.econbiz.de/10010198107
Saved in:
146
The case of Amazon.com : towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)
Klaus, Philipp
- In:
The journal of services marketing
27
(
2013
)
6
,
pp. 443-457
Persistent link: https://www.econbiz.de/10010198163
Saved in:
147
Are you providing the "right" customer experience? : the case of Banca Popolare di Bari
Klaus, Philipp
;
Gorgoglione, Michele
;
Buonamassa, Daniela
; …
- In:
The international journal of bank marketing : IJBM
31
(
2013
)
7
,
pp. 506-528
Persistent link: https://www.econbiz.de/10010200806
Saved in:
148
The service delivery network (SDN) : a customer-centric perspective of the customer journey
Tax, Stephen S.
;
McCutcheon, David
;
Wilkinson, Ian F.
- In:
Journal of service research : JSR
16
(
2013
)
4
,
pp. 454-470
Persistent link: https://www.econbiz.de/10010203533
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149
Conceptualising customer experiences : significant research propositions
Chahal, Hardeep
;
Dutta, Kamani
- In:
The marketing review
14
(
2014
)
4
,
pp. 361-381
Persistent link: https://www.econbiz.de/10011444951
Saved in:
150
Models of customer experience for B2C e-commerce enterprises
Pei, Yilei
;
Xue, Wanxin
;
Li, Dandan
;
Su, Yong
- In:
Journal of electronic commerce in organizations : the …
14
(
2016
)
1
,
pp. 24-33
Persistent link: https://www.econbiz.de/10011529132
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