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The road to customer loyalty paved with service customization

Bock, Dora E.; Magnus, Stephanie M.; Folse, Judith Anne … - In: Journal of business research : JBR 69 (2016) 10, pp. 3923-3932

Persistent link: https://www.econbiz.de/10011553788

The road to recovery : overcoming service failures through positive emotions

Lastner, Matthew M.; Folse, Judith Anne Garretson; … - In: Journal of business research : JBR 69 (2016) 10, pp. 4278-4286

Persistent link: https://www.econbiz.de/10011554157

We are not on the same page : the effects of salesperson trust overestimation on customer satisfaction and relationship performance

Mangus, Stephanie M.; Jones, Eli; Folse, Judith Anne … - In: Industrial marketing management : the international … 109 (2023), pp. 58-70

Persistent link: https://www.econbiz.de/10014282226

We are Not on the Same Page : The Effects of Salesperson Trust Overestimation on Customer Satisfaction and Relationship Performance

Mangus, Stephanie; Jones, Eli; Folse, Judith Anne Garretson - 2021

Trust is critical in buyer-seller relationships and the vast literature in this area expounds on its importance. However, only recently have scholars begun to explore the role of inaccurate perceptions of trust. These inaccurate perceptions matter because salespeople are more likely to...

Persistent link: https://www.econbiz.de/10014087205

Employee versus supervisor ratings of performance in the retail customer service sector: differences in predictive validity for customer outcomes

Netemeyer, Richard G.; Maxham, James G., III. - In: Journal of retailing 83 (2007) 1, pp. 131-145

Persistent link: https://www.econbiz.de/10003438299

Food for thought : how will the nutrition labeling of quick service restaurant menu items influence consumers' product evaluations, purchase intentions, and choices?

Burton, Scot; Howlett, Elizabeth; Tangari, Andrea Heintz - In: Journal of retailing 85 (2009) 3, pp. 258-273

Persistent link: https://www.econbiz.de/10003892350