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Toward a theory of repeat purchase drivers for consumer services

Paul, Michael; Hennig-Thurau, Thorsten; Gremler, Dwayne D. - In: Journal of the Academy of Marketing Science 37 (2009) 2, pp. 215-237

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Shopping benefits of multichannel assortment integration and the moderating role of retailer type

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One firm, one product, two prices : channel-based price differentiation and customer retention

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How gifts influence relationships with service customers and financial outcomes for firms

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Is this smile for real? : the role of affect and thinking style in customer perceptions of frontline employee emotion authenticity

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Customer experience : conceptualization, measurement, and application in omnichannel environments

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Frontline employees' display of fake smiles and angry faces : when and why they influence service performance

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MANAGING SERVICE RELATIONSHIPS IN A GLOBAL ECONOMY: EXPLORING THE IMPACT OF NATIONAL CULTURE ON THE RELEVANCE OF CUSTOMER RELATIONAL BENEFITS FOR GAINING LOYAL CUSTOMERS

Hennig-Thurau, Thorsten; Gwinner, Kevin P.; Gremler, … - In: Research on international service marketing : a state …, (pp. 11-31). 2005

Customer relational benefits have been identified as a driving motivation for consumers to engage in long term relationships with service providers. Such benefits can be expected to play a crucial role in the success of service firms when extending their business into other countries and...

Persistent link: https://www.econbiz.de/10015386305