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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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Longitudinal upgrades and asymmetric effects of satisfaction and perceived-value
Miller, Chadwick J.; Sajtos, Laszlo; Lemon, Katherine N.; … - In: The journal of services marketing 37 (2023) 4, pp. 478-495
Persistent link: https://www.econbiz.de/10014276925
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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