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A better way to manage customer experience : lessons from the Royal Bank of Scotland

Maklan, Stan; Antonetti, Paolo; Whitty, Steve - In: California management review 59 (2017) 2, pp. 92-115

Persistent link: https://www.econbiz.de/10011697214

Customer relationship management : an approach to competitive advantage in the banking sector by exploring the mediational role of loyalty

Bhat, Suhail Ahmad; Darzi, Mushtag Ahmad - In: The international journal of bank marketing : IJBM 34 (2016) 3, pp. 388-410

Persistent link: https://www.econbiz.de/10011593782

Assessing the opportunities and behaviors of banking clients in Romania : an analysis of the use of online banking applications

David, Simona - In: Academic journal of economic studies 5 (2019) 2, pp. 63-73

Persistent link: https://www.econbiz.de/10012039017

Emotions and stability in telecom‐customer relationships

Roos, Inger; Friman, Margareta; Edvardsson, Bo - In: Journal of Service Management 20 (2009) 2, pp. 192-208

Purpose – The purpose of this paper is to investigate whether or not emotions experienced in customer relationships – linked to actual behavior – could enhance understanding of their future development. Design/methodology/approach – A number of individual‐level relationships between...

Persistent link: https://www.econbiz.de/10014894326

Is masimum customer servie always a good thing? : customer satisfaction in response to over-attentive service

Ku, Hsuan-hsuan; Kuo, Chien-chih; Chen, Martin - In: Managing service quality : MSQ ; an international journal 23 (2013) 5, pp. 437-452

Persistent link: https://www.econbiz.de/10009792529

Customer-service firm attachment : what it is and what causes it?

Moussa, Salim; Touzani, Mourad - In: International journal of quality and service sciences 5 (2013) 3, pp. 337-359

Persistent link: https://www.econbiz.de/10010127399

Do memorable restaurant experiences affect eWOM? : the moderating effect of consumers' behavioural engagement on social networking sites

Souki, Gustavo Quiroga; Oliveira, Alessandro Silva de; … - In: The TQM journal : the international review of … 35 (2023) 8, pp. 2255-2281

Persistent link: https://www.econbiz.de/10014457640

From managing customers to joint venturing with customers : co-creating service value in the digital age

Falkenreck, Christine; Wagner, Ralf - In: The journal of business & industrial marketing 37 (2022) 3, pp. 643-656

Persistent link: https://www.econbiz.de/10013165201

An insight into the impact of a retailer's relationship efforts on customers' attitudes and behavioral intentions

Liang, Chiung‐Ju; Wang, Wen‐Hung - In: International Journal of Bank Marketing 25 (2007) 5, pp. 336-366

providing merchant banking services in Taiwan. Findings – SEM results indicate that retailers who undertake relationship efforts …

Persistent link: https://www.econbiz.de/10014759909

Consumer sociability and service provider expertise influence on service relationship success

Spake, Deborah F.; Megehee, Carol M. - In: Journal of Services Marketing 24 (2010) 4, pp. 314-324

Purpose – The purpose of this paper is to examine the impact of consumer sociability and service provider perceived expertise on service relationship success. Design/methodology/approach – A sample of 281 consumers in the USA, randomly selected with the assistance of a commercial list...

Persistent link: https://www.econbiz.de/10014905297