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A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics
Cooil, Bruce; Keiningham, Timothy L.; Aksoy, Lerzan; … - In: Journal of marketing 71 (2007) 1, pp. 67-83
Persistent link: https://www.econbiz.de/10007391671
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A Longitudinal Examination of Net Promoter and Firm Revenue Growth
Keiningham, Timothy L.; Cooil, Bruce; Andreassen, Tor Wallin - In: Journal of marketing 71 (2007) 3, pp. 39-51
Persistent link: https://www.econbiz.de/10007745078
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The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share-of-wallet
Keiningham, Timothy L.; Cooil, Bruce; Aksoy, Lerzan; … - In: Managing service quality : MSQ ; an international journal 17 (2007) 4, pp. 361-384
Persistent link: https://www.econbiz.de/10007750120
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BOOK EXCERPT - Debunking the Myths - In their new book, Loyalty Myths, the authors set out to refute common beliefs about customer retention. In this edited excerpt, they address the myths associated with the connection between employees and customer satisfaction.
Keiningham, Timothy L.; Vavra, Terry G.; Aksoy, Lerzan; … - In: Sales & marketing management 157 (2005) 11, pp. 55-58
Persistent link: https://www.econbiz.de/10006423581
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How do you measure what you can't define?: The current state of loyalty measurement and management
Aksoy, Lerzan - In: Journal of service management 24 (2013) 4, pp. 356-381
Persistent link: https://www.econbiz.de/10010156841
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A Cross-national Investigation of the Satisfaction and Loyalty Linkage for Mobile Telecommunications Services across Eight Countries
Aksoy, Lerzan; Buoye, Alexander; Aksoy, Pelin; … - In: Journal of interactive marketing : a quarterly … 27 (2013) 1, pp. 74-82
Persistent link: https://www.econbiz.de/10010059724
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Data-driven services marketing in a connected world
Kumar, V.; Chattaraman, Veena; Neghina, Carmen; Skiera, … - In: Journal of service management 24 (2013) 3, pp. 330-352
Persistent link: https://www.econbiz.de/10010132556
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Invited Commentary-Net Promoter, Recommendations, and Business Performance: A Clarification on Morgan and Rego
Keiningham, Timothy L.; Aksoy, Lerzan; Cooil, Bruce; … - In: Marketing science : the marketing journal of the … 27 (2008) 3, pp. 531-532
Persistent link: https://www.econbiz.de/10008063965
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Perspectives - The Galileo Effect
Keiningham, Timothy L.; Aksoy, Lerzan; Cooil, Bruce; … - In: Marketing management : a quarterly business management … 17 (2008) 1, pp. 48-51
Persistent link: https://www.econbiz.de/10007908684