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A dynamic model of customers' usage of services : usage as an antecedent and consequence of satisfaction
Bolton, Ruth N.; Lemon, Katherine N. - 1998
Persistent link: https://www.econbiz.de/10000988899
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The effect of service experiences over time on a supplier's retention of business customers ; Report No. 04-119
Bolton, Ruth N.; Lemon, Katherine N.; Bramlett, Matthew D. - In: MSI reports : working paper series (2004) 4, pp. 48-71
Persistent link: https://www.econbiz.de/10002707976
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Understanding customer experience throughout the customer journey
Lemon, Katherine N.; Verhoef, Peter C. - In: Journal of marketing 80 (2016) 6, pp. 69-96
Persistent link: https://www.econbiz.de/10011621578
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Moving the customer experience field forward : introducing the touchpoints, context, qualities (TCQ) nomenclature
De Keyser, Arne; Verleye, Katrien; Lemon, Katherine N.; … - In: Journal of service research 23 (2020) 4, pp. 433-455
Persistent link: https://www.econbiz.de/10012391607
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Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.; Field, Joy M.; Fotheringham, Darima; … - In: Journal of service research 24 (2021) 3, pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
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The strategic role of relational capabilities in the business-to-business service profit chain
Theoharakis, Vasilis; Sajtos, Laszlo; Hooley, Graham J. - In: Industrial marketing management : the international … 38 (2009) 8, pp. 914-924
Persistent link: https://www.econbiz.de/10003924785
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The future of work : understanding the effectiveness of collaboration between human and digital employees in service
Le, Khanh Bao Quang; Sajtos, Laszlo; Kunz, Werner H.; … - In: Journal of service research 28 (2025) 1, pp. 186-205
Persistent link: https://www.econbiz.de/10015386519
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Expanding business-to-business customer relationships : modeling the customer's upgrade decision
Bolton, Ruth M.; Lemon, Katherine N.; Verhoef, Peter C. - In: Journal of marketing 72 (2008) 1, pp. 46-64
Persistent link: https://www.econbiz.de/10003642961