Similar Search Results

A Five-Component Customer Commitment Model : Implications for Repurchase Intentions in Goods and Services Industries

Keiningham, Timothy L. - 2015

Empirical studies in marketing conceptualize commitment as a three-component construct comprised of affective, normative, and calculative commitment. We develop and empirically test a five-component typology of consumer commitment — affective, normative, economic, forced, and habitual...

Persistent link: https://www.econbiz.de/10013024461

Assessing the Service-Profit Chain

Kamakura, Wagner A.; Mittal, Vikas; Rosa, Fernando de; … - In: Marketing Science 21 (2002) 3, pp. 294-317

The service-profit chain (SPC) is a framework for linking service operations, employee assessments, and customer … firm's operational investments into service operations are related to customer perceptions and behaviors, and how these … investments, customer perceptions, and the bottom line. Implementing the SPC is a pervasive problem among most service firms, and …

Persistent link: https://www.econbiz.de/10008789844

Cross-validation of customer and employee signals and firm valuation

Groening, Christopher; Mittal, Vikas; Zhang, Yan - In: Journal of marketing research : JMR 53 (2016) 1, pp. 61-76

Persistent link: https://www.econbiz.de/10011450372

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

How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior : a meta-analysis

Blut, Markus; Frennea, Carly M.; Mittal, Vikas; … - In: International journal of research in marketing : IJRM ; … 32 (2015) 2, pp. 226-229

Persistent link: https://www.econbiz.de/10011337495

Customer engagement behavior: theoretical foundations and research directions

Doorn, Jenny van; Lemon, Katherine N.; Mittal, Vikas; … - In: Journal of service research : JSR 13 (2010) 3, pp. 253-266

Persistent link: https://www.econbiz.de/10008652135

Customer complaining : the role of tie strenght and information control

Mittal, Vikas; Huppertz, John W.; Khare, Adwait - In: Journal of retailing 84 (2008) 2, pp. 195-204

Persistent link: https://www.econbiz.de/10003744326

The right way to manage unprofitable customers

Mittal, Vikas; Sarkees, Matthew; Murshed, Feisal - In: Harvard business review : HBR 86 (2008) 4, pp. 94-102

Persistent link: https://www.econbiz.de/10003667496

Customer loyalty in electronically mediated environments

Mittal, Vikas; Tsiros, Michael - In: E-Services : opportunities and threats, (pp. 79-109). 2007

Persistent link: https://www.econbiz.de/10003490275

Mit unrentablen Kunden richtig umgehen

Mittal, Vikas; Sarkees, Matthew; Murshed, Feisal - In: Harvard-Business-Manager : das Wissen der Besten 30 (2008) 10, pp. 58-72

Persistent link: https://www.econbiz.de/10003760132