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Customer interaction and innovation in hybrid offerings : investigating moderation and mediation effects for goods and services innovation
Schaarschmidt, Mario; Walsh, Gianfranco; Evanschitzky, … - In: Journal of service research : JSR 21 (2018) 1, pp. 119-134
Persistent link: https://www.econbiz.de/10011855783
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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
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When frontline employee behavior backfires : distinguishing between customer gratitude and indebtedness and their impact on relational behaviors
Bock, Dora E.; Folse, Judith Anne Garretson; Black, … - In: Journal of service research : JSR 19 (2016) 3, pp. 322-336
Persistent link: https://www.econbiz.de/10011665447
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Relationship characteristics and cash flow variability : implications for satisfaction, loyalty, and customer portfolio management
Tarasi, Crina O.; Bolton, Ruth N.; Gustafsson, Anders; … - In: Journal of service research : JSR 16 (2013) 2, pp. 121-137
Persistent link: https://www.econbiz.de/10009774895
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Acta non verba? : the role of customer participation and word of mouth in the relationship between service firms' customer satisfaction and sales performance
Eisingerich, Andreas B; Auh, Seigyoung; Merlo, Omar - In: Journal of service research : JSR 17 (2014) 1, pp. 40-53
Persistent link: https://www.econbiz.de/10010356889
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Contagious effects of customer misbehavior in access-based services
Schaefers, Tobias; Wittkowski, Kristina; Benoit, Sabine; … - In: Journal of service research : JSR 19 (2016) 1, pp. 3-21
Persistent link: https://www.econbiz.de/10011433127
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A five-component customer commitment model : implications for repurchase intentions in goods and services industries
Keiningham, Timothy; Frennea, Carly M.; Aksoy, Lerzan; … - In: Journal of service research : JSR 18 (2015) 4, pp. 433-450
Persistent link: https://www.econbiz.de/10011392272
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The complex role of complexity : how service providers can mitigate negative effects of perceived service complexity when selling professional services
Mikolon, Sven; Kolberg, Anika; Haumann, Till; Wieseke, Jan - In: Journal of service research : JSR 18 (2015) 4, pp. 513-528
Persistent link: https://www.econbiz.de/10011392292
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When do customers get what they expect? Understanding the ambivalent effects of customers' service expectations on satisfaction
Habel, Johannes; Alavi, Sascha; Schmitz, Christian; … - In: Journal of service research : JSR 19 (2016) 4, pp. 361-379
Persistent link: https://www.econbiz.de/10011606692
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Does the nature of the interaction matter? : understanding customer channel choice for purchases and communications
Polo-Redondo, Yolanda; Sesé, F. Javier - In: Journal of service research : JSR 19 (2016) 3, pp. 276-290
Persistent link: https://www.econbiz.de/10011665396