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Customer satisfaction
Consumer behaviour
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Dienstleistungsqualität
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Service quality
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Beziehungsmarketing
12
Relationship marketing
12
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Corporate Social Responsibility
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Theory
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Betriebliche Wertschöpfung
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Smith, Jeffery S.
7
Cronin, J. J.
3
Wolter, Jeremy S.
3
Bock, Dora
2
Karwan, Kirk R.
2
Anderson, Sidney
1
Bacile, Todd J.
1
Bourdeau, Brian L.
1
Fox, Gavin
1
Fox, Gavin L.
1
Giebelhausen, Michael
1
Giebelhausen, Michael D.
1
Gleim, Mark
1
Lee, Lorraine
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Mackey, Jeremy
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Markland, Robert E.
1
Nagy, Paul F.
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Padgett, Daniel T.
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Ramirez, Ed
1
Ramirez, Edward
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Robinson, Stacey G.
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Smith, Jeffery
1
Voorhees, Clay M.
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White, Kimberley
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Xu, Pei
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International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
2
Journal of the Academy of Marketing Science
2
Journal of business research : JBR
1
Journal of retailing
1
Journal of service research : JSR
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Managing service quality : MSQ ; an international journal
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Operations management research : OMR ; advancing practice through theory
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1
Creating ultimate customer loyalty through loyalty conviction and customer-company identification
Wolter, Jeremy S.
;
Bock, Dora
;
Smith, Jeffery S.
; …
- In:
Journal of retailing
93
(
2017
)
4
,
pp. 458-476
Persistent link: https://www.econbiz.de/10011790705
Saved in:
2
Worth waiting for : increasing satisfaction by making consumers wait
Giebelhausen, Michael D.
;
Robinson, Stacey G.
;
Cronin, J. J.
- In:
Journal of the Academy of Marketing Science
39
(
2011
)
6
,
pp. 889-905
Persistent link: https://www.econbiz.de/10010218003
Saved in:
3
The other extreme of the circumplex of emotion : an investigation of consumer outrage
Bourdeau, Brian L.
;
Cronin, J. J.
;
Padgett, Daniel T.
; …
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 312-325
Persistent link: https://www.econbiz.de/10014515634
Saved in:
4
An integrated perspective of service recovery : a sociotechnical systems approach
Smith, Jeffery S.
;
Fox, Gavin L.
;
Ramirez, Edward
- In:
Journal of service research : JSR
13
(
2010
)
4
,
pp. 439-452
Persistent link: https://www.econbiz.de/10008736071
Saved in:
5
An empirical investigation of the effectiveness of an integrated service recovery system
Smith, Jeffery S.
;
Karwan, Kirk R.
;
Markland, Robert E.
- In:
Operations management research : OMR ; advancing …
5
(
2012
)
1/2
,
pp. 25-36
Persistent link: https://www.econbiz.de/10009571281
Saved in:
6
The contingent nature of service recovery system structures
Smith, Jeffery S.
;
Nagy, Paul F.
;
Karwan, Kirk R.
; …
- In:
International journal of operations & production …
32
(
2012
)
7
,
pp. 877-903
Persistent link: https://www.econbiz.de/10009572734
Saved in:
7
The impact of RFID on service organizations : a service profit chain perspective
Smith, Jeffery S.
;
Lee, Lorraine
;
Gleim, Mark
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
2
,
pp. 179-194
Persistent link: https://www.econbiz.de/10009525103
Saved in:
8
A quality system's impact on the service experience
Smith, Jeffery
;
Anderson, Sidney
;
Fox, Gavin
- In:
International journal of operations & production …
37
(
2017
)
12
,
pp. 1817-1839
Persistent link: https://www.econbiz.de/10011814762
Saved in:
9
Employee satisfaction trajectories and their effect on customer satisfaction and repatronage intentions
Wolter, Jeremy S.
;
Bock, Dora
;
Mackey, Jeremy
;
Xu, Pei
; …
- In:
Journal of the Academy of Marketing Science
47
(
2019
)
5
,
pp. 815-836
Persistent link: https://www.econbiz.de/10012107325
Saved in:
10
The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery
Wolter, Jeremy S.
;
Bacile, Todd J.
;
Smith, Jeffery S.
; …
- In:
Journal of business research : JBR
104
(
2019
),
pp. 233-246
Persistent link: https://www.econbiz.de/10012105015
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