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The customer experience ecosystem in two cultural contexts

Barari, Mojtaba; Furrer, Olivier - In: Journal of financial services marketing : JFSM 23 (2018) 3/4, pp. 234-243

Persistent link: https://www.econbiz.de/10011975370

Managing customer-to-customer interactions : revisiting older models for a fresh perspective

Furrer, Olivier; Landry, Mikèle; Baillod, Chloé - In: The journal of services marketing 38 (2024) 1, pp. 71-86

Persistent link: https://www.econbiz.de/10014473586

The interplay between physical and social servicescape : investigating negative CCI

Furrer, Olivier; Landry, Mikèle; Baillod, Chloé; … - In: The journal of services marketing 37 (2023) 6, pp. 732-745

Persistent link: https://www.econbiz.de/10014314405

Creating customer loyalty through service customization

Coelho, Pedro S.; Henseler, Jörg - In: European Journal of Marketing 46 (2012) 3/4, pp. 331-356

Purpose – Although practitioners and scholars alike embrace service customization as a possibly powerful management instrument, its impact on customer relationships as well as contingencies for its effective application are not well understood. Drawing from relationship marketing and exchange...

Persistent link: https://www.econbiz.de/10014722810

Creating customer loyalthy through service customization

Coelho, Pedro S.; Henseler, Jörg - In: European journal of marketing : EJM 46 (2012) 3/4, pp. 331-356

Persistent link: https://www.econbiz.de/10009535030

Using customer contact centres as relationship marketing instruments

Aa, Zanna van der; Bloemer, Johanna M.; Henseler, Jörg - In: Service business 9 (2015) 2, pp. 185-208

Persistent link: https://www.econbiz.de/10011296073

GraphEx : visualizing and managing customer experience in its multidimensionality

Sahhar, Yasin; Loohuis, Raymond; Henseler, Jörg - In: Journal of service theory and practice 33 (2023) 7, pp. 94-115

Persistent link: https://www.econbiz.de/10014448187

A systematic review of theoretical, methodological, contextual, and content-related foundations of customer delight research

Stange, Raphael; Scheffler, Paul; Henseler, Jörg - 2025

Persistent link: https://www.econbiz.de/10015338778