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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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How customer participation in B2B peer-to-peer problem-solving communities influences the need for traditional customer service
Bone, Sterling A.; Fombelle, Paul W.; Ray, Kristal R.; … - In: Journal of service research : JSR 18 (2015) 1, pp. 23-38
Persistent link: https://www.econbiz.de/10010483441
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Purchaser perceptions of early phase supplier relationships : the role of similarity and likeability
Nagel, Duane M.; Giunipero, Larry C.; Jung, Hyeyoon; … - In: Journal of business research : JBR 128 (2021), pp. 174-186
Persistent link: https://www.econbiz.de/10012494450
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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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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