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A panel-analytic view on core service buying in customer relationships : an example from the Airline industry
Bayón, Tomás (contributor);  … - 2003
Persistent link: https://www.econbiz.de/10001974562
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How customer satisfaction affects employee satisfaction and retention in a professional services context
Frey, Regina Viola; Bayón, Tomás; Totzek, Dirk - In: Journal of service research : JSR 16 (2013) 4, pp. 503-517
Persistent link: https://www.econbiz.de/10010203516
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The role of customer relationship vulnerability in service recovery
Cénophat, Sadrac; Eisend, Martin; Bayón, Tomás; … - In: Journal of service research 27 (2024) 2, pp. 283-301
Persistent link: https://www.econbiz.de/10014580442
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Cross-cultural differences in the effect of received word-of-mouth referral in relational service exchange
Schumann, Jan Hendrik; Wangenheim, Florian von; … - In: Journal of international marketing 18 (2010) 3, pp. 62-80
Persistent link: https://www.econbiz.de/10008657427
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High tech and high touch : a framework for understanding user attitudes and behaviors related to smart interactive services
Wünderlich, Nancy V.; Wangenheim, Florian von; Bitner, … - In: Journal of service research : JSR 16 (2013) 1, pp. 3-20
Persistent link: https://www.econbiz.de/10009751129
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The value of self-service : long-term effects of technology-based self-service usage on customer retention
Scherer, Anne; Wünderlich, Nancy V.; Wangenheim, … - In: Management information systems : mis quarterly 39 (2015) 1, pp. 177-200
Persistent link: https://www.econbiz.de/10010505862
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How relationship norms affect consumers' stance on differential customer treatment
Hommelhoff, Sabine; Wangenheim, Florian von - In: Schmalenbach business review : sbr 67 (2015) 2, pp. 196-225
Persistent link: https://www.econbiz.de/10010513457
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The effect of a service provider’s competitive market position on churn among flat-rate customers
Moser, Sabine; Schumann, Jan Hendrik; Wangenheim, … - In: Journal of service research : JSR 21 (2018) 3, pp. 319-335
Persistent link: https://www.econbiz.de/10011916513
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Antecedents of peripheral services cross-buying behavior
Evanschitzky, Heiner; Malhotra, Neeru; Wangenheim, … - In: Journal of retailing and consumer services 36 (2017), pp. 218-224
Persistent link: https://www.econbiz.de/10011698002