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The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention

Gustafsson, Anders; Johnson, Michael D.; Roos, Inger - In: Journal of marketing 69 (2005) 4, pp. 210-218

Persistent link: https://www.econbiz.de/10005920852

CUSTOMER-SUPPORT SERVICE FROM A RELATIONSHIP PERSPECTIVE: BEST PRACTICE FOR TELECOM

ROOS, Inger; LÖFGREN, Martin; EDVARDSSON, Bo - In: Management Research and Practice 5 (2013) 2, pp. 5-21

Customer-support service in companies has existed for a long time. Today, customer support in companies is differently outlined in comparison to the situation one decade ago; still phone calls or messages over Internet are most common. Customers may phone the companies and ask questions, they...

Persistent link: https://www.econbiz.de/10010672289

Applying SPAT for understanding B-to-B supplier switching processes

Selos, Erno; Laine, Teemu; Roos, Inger; Suomala, Petri; … - In: Managing service quality : MSQ ; an international journal 23 (2013) 4, pp. 321-340

Persistent link: https://www.econbiz.de/10010138728

Emotional experiences in customer relationships - a telecommunication study

Roos, Inger; Friman, Margareta - In: International journal of service industry management : IJSIM 19 (2008) 3, pp. 281-301

Persistent link: https://www.econbiz.de/10008071432

Emotional experiences in customer relationships - a telecommunication study

Roos, Inger; Friman, Margareta - In: International journal of service industry management : IJSIM 19 (2008) 3-4, pp. 281-301

Persistent link: https://www.econbiz.de/10008100334

Customer-support service in the relationship perspective

Roos, Inger; Edvardsson, Bo - In: Managing service quality : MSQ ; an international journal 18 (2008) 1, pp. 87

Persistent link: https://www.econbiz.de/10007978980

Customer-relationship levels - from spurious to true relationships

Liljander, Veronica; Roos, Inger - In: The journal of services marketing 16 (2002) 7, pp. 593-614

Persistent link: https://www.econbiz.de/10007107157

Number 3 - Critical incident techniques: Towards a framework for analysing the criticality of critical incidents

Edvardsson, Bo; Roos, Inger - In: International journal of service industry management : IJSIM 12 (2001) 3-4, pp. 251-268

Persistent link: https://www.econbiz.de/10007112559

Defining relationship quality for customer-driven business development: A housing-mortgage company case

Roos, Inger; Gustafsson, Anders; Edvardsson, Bo - In: International journal of service industry management : IJSIM 17 (2006) 2, pp. 207

Persistent link: https://www.econbiz.de/10007095016

The role of customer clubs in recent telecom relationships

Roos, Inger; Gustafsson, Anders; Edvardsson, Bo - In: International journal of service industry management : IJSIM 16 (2005) 5, pp. 436-454

Persistent link: https://www.econbiz.de/10007097168