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There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure

Lteif, Lama; Rubin, Dan; Ball, Joan P.; Lamberton, Cait - In: Psychology & marketing 40 (2023) 9, pp. 1808-1820

Persistent link: https://www.econbiz.de/10014338326

Linking satisfaction to credit card decisions: an application of the Wallet Allocation Rule

Aksoy, Lerzan; Keiningham, Timothy L.; Buoye, Alexander; … - In: International Journal of Bank Marketing 35 (2017) 2, pp. 205-219

Purpose The purpose of this paper is to identify the key drivers of share of wallet for credit cards issued by either a credit union (CU) or bank using a Wallet Allocation Rule (WAR) framework. Design/methodology/approach A survey approach engaging 1,649 current CU members at nine CUs regarding...

Persistent link: https://www.econbiz.de/10014760604

Choosing the less satisfying option : investigating customers' lender selection decisions

Keiningham, Timothy; Aksoy, Lerzan; Buoye, Alexander; … - In: Review of business : interdisciplinary journal on risk … 37 (2016/2017) 2, pp. 46-57

Persistent link: https://www.econbiz.de/10011741333

Delight and the grateful customer : beyond joy and surprise

Ball, Joan; Barnes, Donald C. - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 250-269

Persistent link: https://www.econbiz.de/10011603069

The interplay of customer experience and commitment

Keiningham, Timothy; Ball, Joan; Benoit, Sabine; Bruce, … - In: The journal of services marketing 31 (2017) 2, pp. 148-160

Persistent link: https://www.econbiz.de/10011654644

Linking satisfaction to credit card decisions : an application of the Wallet Allocation Rule

Aksoy, Lerzan; Keiningham, Timothy; Buoye, Alexander; … - In: The international journal of bank marketing : IJBM 35 (2017) 2, pp. 205-219

Persistent link: https://www.econbiz.de/10011707764