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Examining customer-created guilt in a service context
Pounders, Kathrynn R.; Moulard, Julie Guidry; Babin, … - In: Psychology & marketing 35 (2018) 11, pp. 830-844
Persistent link: https://www.econbiz.de/10011970112
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Multi-brand loyalty in consumer markets : a qualitatively-driven mixed methods approach
Arifine, Ghizlane; Felix, Reto; Furrer, Olivier - 2019
Persistent link: https://www.econbiz.de/10011975635
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The moderating role of technology anxiety on brand service quality, brand image and their relation to brand loyalty
Syahida Abd Aziz; Muhammad Shahar Jusoh; Amlus, … - In: International journal of internet marketing and … 12 (2018) 3, pp. 270-289
Persistent link: https://www.econbiz.de/10011918364
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How gifts influence relationships with service customers and financial outcomes for firms
Marchand, André; Paul, Michael; Hennig-Thurau, Thorsten; … - In: Journal of service research : JSR 20 (2017) 2, pp. 105-119
Persistent link: https://www.econbiz.de/10011684836
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Familiarity breeds contempt : perceived service and sales complacency in business-to-business relationships
Friend, Scott B.; Johnson, Jeff S. - In: The journal of personal selling & sales management : JPSSM 37 (2017) 1, pp. 42-60
Persistent link: https://www.econbiz.de/10011690133
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Online relationship formation
Kozlenkova, Irina V.; Palmatier, Robert W.; Fang, Eric; … - In: Journal of marketing 81 (2017) 3, pp. 21-40
Persistent link: https://www.econbiz.de/10011697750
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When frontline employee behavior backfires : distinguishing between customer gratitude and indebtedness and their impact on relational behaviors
Bock, Dora E.; Folse, Judith Anne Garretson; Black, … - In: Journal of service research : JSR 19 (2016) 3, pp. 322-336
Persistent link: https://www.econbiz.de/10011665447
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The benefit of becoming friends : complaining after service failures leads customers with strong ties to increase loyalty
Umashankar, Nita; Ward, Morgan K.; Dahl, Darren W. - In: Journal of marketing 81 (2017) 6, pp. 79-98
Persistent link: https://www.econbiz.de/10011776897
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Distinctions between frequent performing arts consumers : implications for segmentation and positioning
Kolhede, Eric; Gomez-Arias, J. Tomas - In: International journal of arts management 20 (2017) 1, pp. 31-53
Persistent link: https://www.econbiz.de/10011782133
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Doing well by doing good : Les Grands Ballets Canadiens de Montréal offers dance therapy as a strategic initiative
Courchesne, André; Ravanas, Philippe; Pulido, Cristian - In: International journal of arts management 20 (2017) 1, pp. 78-83
Persistent link: https://www.econbiz.de/10011782220