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A study on the antecedents and consequences of satisfaction and dissatisfaction in web portal usage
Lee, Sang Gun; Yang, Chang-gyu; Lee, Sin-bok; Lee, Jae Beom - In: Service business 9 (2015) 3, pp. 567-586
Persistent link: https://www.econbiz.de/10011386441
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When the customer is stressed
Berry, Leonard L.; Davis, Scott W.; Wilmet, Jody - In: Harvard business review : HBR 93 (2015) 10, pp. 86-94
Persistent link: https://www.econbiz.de/10011372594
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The elements of value : measuring-and delivering- what consumers really want
Almquist, Eric; Senior, John; Block, Nicholas - In: Harvard business review : HBR 94 (2016) 9, pp. 47-53
Persistent link: https://www.econbiz.de/10011550434
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Using customer contact centres as relationship marketing instruments
Aa, Zanna van der; Bloemer, Johanna M.; Henseler, Jörg - In: Service business 9 (2015) 2, pp. 185-208
Persistent link: https://www.econbiz.de/10011296073
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Investing in customer loyalty : the moderating role of relational characteristics
Balaji, M. S. - In: Service business 9 (2015) 1, pp. 17-40
Persistent link: https://www.econbiz.de/10011296103
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Are you undervaluing your customers? : it's time to start measuring and managing their worth
Markey, Rob - In: Harvard business review : HBR 98 (2020) 1, pp. 42-55
Persistent link: https://www.econbiz.de/10012163231
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Customer-perceived value and loyalty : how do key service quality dimensions matter in the context of B2C e-commerce?
Jiang, Ling; Jun, Minjoon; Yang, Zhilin - In: Service business 10 (2016) 2, pp. 301-317
Persistent link: https://www.econbiz.de/10011722302
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The B2B elements of value : how to measure : and deliver : what business customers want
Almquist, Eric; Cleghorn, Jamie; Sherer, Lori - In: Harvard business review : HBR 96 (2018) 2, pp. 72-81
Persistent link: https://www.econbiz.de/10011879544
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The effect of service providers' facial hair on restaurant customers' perceptions
Kim, Sung-Bum; Lee, Seunghwan; Kim, Dae-Young - In: Service business 12 (2018) 2, pp. 277-303
Persistent link: https://www.econbiz.de/10011915053
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Impact of operational innovations on customer loyalty in the healthcare sector
Hong, Kwan Soo; Lee, Donhee - In: Service business 12 (2018) 3, pp. 575-600
Persistent link: https://www.econbiz.de/10011915159