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Why customers feel locked into relationships : using qualitative research to uncover the lock-in factors
Harrison, Mary P.; Beatty, Sharon E.; Reynolds, Kristy E.; … - In: Journal of marketing theory and practice 20 (2012) 4, pp. 391-406
Persistent link: https://www.econbiz.de/10009688905
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Understanding the relationships between commitment and voice : hypotheses, empirical evidence, and directions for future research
Beatty, Sharon E.; Reynolds, Kristy E.; Noble, Stephanie M. - In: Journal of service research : JSR 15 (2012) 3, pp. 296-315
Persistent link: https://www.econbiz.de/10009578290
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Employing proactive interaction for service failure prevention to improve customer service experiences
Shin, Hyunju; Ellinger, Alexander E.; Mothersbaugh, David L. - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 164-186
Persistent link: https://www.econbiz.de/10011602742