Narrow search
Showing 1 - 10 of 114
Cover Image
Compensatory solution : can it save a company from a service failure?
Tran, Trang P.; Roswinanto, Widyarso; Yunus, Erlinda Nusron - In: Services marketing quarterly 37 (2016) 2, pp. 80-97
Persistent link: https://www.econbiz.de/10011486830
Cover Image
Customer engagement and loyalty : a comparative study between service contexts
Fernandes, Teresa; Esteves, Fabia - In: Services marketing quarterly 37 (2016) 2, pp. 125-139
Persistent link: https://www.econbiz.de/10011486838
Cover Image
Helping firms reduce complexity in multichannel online data : a net taxonomy-based approach for customer journeys
Anderl, Eva; Schumann, Jan Hendrik; Kunz, Werner - In: Journal of retailing 92 (2016) 2, pp. 185-203
Persistent link: https://www.econbiz.de/10011505019
Cover Image
The moderating role of age in customer loyalty formation process
Thaichon, Paramaporn; Lobo, Antonio; Quach, Sara - In: Services marketing quarterly 37 (2016) 1, pp. 52-70
Persistent link: https://www.econbiz.de/10011452149
Cover Image
Loyalty formation for different customer journey segments
Herhausen, Dennis; Kleinlercher, Kristina; Verhoef, Peter C. - In: Journal of retailing 95 (2019) 3, pp. 9-29
Persistent link: https://www.econbiz.de/10012130003
Cover Image
Antecedents and consequences of customer satisfaction : do they differ across online and offline purchases?
Hult, G. Tomas M.; Sharma, Pratyush Nidhi; Morgeson, … - In: Journal of retailing 95 (2019) 1, pp. 10-23
Persistent link: https://www.econbiz.de/10012102908
Cover Image
Let me imagine that for you : transforming the retail frontline through augmenting customer mental imagery ability
Heller, Jonas; Chylinski, Mathew; Ruyter, Ko de; Mahr, … - In: Journal of retailing 95 (2019) 2, pp. 94-114
Persistent link: https://www.econbiz.de/10012102953
Cover Image
Driving in-role and extra-role brand performance among retail frontline salespeople : antecedents and the moderating role of customer orientation
Hughes, Douglas E.; Richards, Keith A.; Calantone, Roger J. - In: Journal of retailing 95 (2019) 2, pp. 130-143
Persistent link: https://www.econbiz.de/10012102968
Cover Image
The divergent "loyalty" behaviors of a captive consumer
Leisen Pollack, Birgit - In: Services marketing quarterly 38 (2017) 2, pp. 74-87
Persistent link: https://www.econbiz.de/10011756670
Cover Image
Managing customer switching behavior in the banking industry
Thaichon, Park; Quach, Sara; Bavalur, Amulya Sai; Nair, … - In: Services marketing quarterly 38 (2017) 3, pp. 142-154
Persistent link: https://www.econbiz.de/10011756714