☆ 4.4 Article

Curvilinear relationship between customer engagement and responses to service failures

SERVICE INDUSTRIES JOURNAL (2023)

相关参考文献

注意：仅列出部分参考文献，下载原文获取全部文献信息。

Article Business

Mobile app vs. desktop browser platforms: the relationships among customer engagement, experience, relationship quality and loyalty intention

Imran Khan et al.

Summary: This paper investigates the differences in consumer behaviors between mobile apps and desktop browsers. The study finds that customer engagement and customer experience have a stronger positive impact on relationship quality and loyalty intention in mobile app interactions.

JOURNAL OF MARKETING MANAGEMENT (2023)

添加到收藏夹

Review Business

Marketing research on Mobile apps: past, present and future

Lara Stocchi et al.

Summary: This integrative review consolidates existing marketing research on mobile apps, exploring how apps influence customer experiences and value creation to achieve competitive advantage in customer journeys. By integrating various conceptual bases into a unified framework, the synthesis simplifies the results of an in-depth analysis of 471 studies, advancing marketing research and promoting expertise exchange between academia and industry on app-related topics.

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE (2022)

添加到收藏夹

Article

On the relationships between digital brand evidence, relationship quality and behavioural intentions among online tourism agencies’ customers

Apostolos Giovanis et al.

European Journal of Tourism Research (2022)

添加到收藏夹

Article Business

Effects of characteristics of in-store retail technology on customer citizenship behavior

Taeshik Gong et al.

Summary: This paper investigates the effect of in-store retail technology characteristics on customer citizenship behavior (CCB) and explores the moderating role of customer education in these relationships.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2022)

添加到收藏夹

Article Management

Discovering meaningful engagement through interaction between customers and service robots

Youyung Hyun et al.

Summary: This study explores the elements of service robots that create meaningful engagement with customers, and investigates the impact of personal innovativeness and human-robot team viability on this engagement.

SERVICE INDUSTRIES JOURNAL (2022)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

First-Time versus Repeat Tourism Customer Engagement, Experience, and Value Cocreation: An Empirical Investigation

Raouf Ahmad Rather et al.

Summary: This study reveals that customer engagement in tourism has an impact on customer experience and value cocreation, subsequently influencing revisit intent. Moreover, involvement moderates the relationship between customer experience, cocreation, and revisit intent. Significant differences were identified between first-time and repeat customers in terms of customer engagement, customer experience, cocreation, and revisit intent.

JOURNAL OF TRAVEL RESEARCH (2022)

添加到收藏夹

Article Information Science & Library Science

Is this real? Cocreation of value through authentic experiential augmented reality: the mediating effect of perceived ethics and customer engagement

Saifeddin Alimamy et al.

Summary: Authentic experiences generated through augmented reality technology can increase customer perceptions of ethics and engagement, leading to an increased intention to cocreate value.

INFORMATION TECHNOLOGY & PEOPLE (2022)

添加到收藏夹

Article Business

Drown or Blossom? The Impact of Perceived Chronic Time Pressure on Retail Salespeople's Performance and Customer-Salesperson Relationships

Hanaa Ryari et al.

Summary: Perceived chronic time pressure among retail salespeople can impact their adaptive selling behavior, customers' purchase outcomes, and overall objective performance. This relationship is influenced by salespeople's goal orientations and perceived organizational support, highlighting the importance of these factors in retail sales outcomes.

JOURNAL OF RETAILING (2021)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

Demystifying the effects of perceived risk and fear on customer engagement, co-creation and revisit intention during COVID-19: A protection motivation theory approach

Raouf Ahmad Rather

Summary: This study investigated the effects of social media on customer brand engagement and co-creation/revisit intention in pandemic environment, finding that social media has a significant positive impact on CBE, which in turn affects co-creation and revisit intention. The study also discovered the positive impact of CBE on co-creation and revisit intention, and highlighted the more prominent effect of social media on co-creation and revisit intention in pandemics.

JOURNAL OF DESTINATION MARKETING & MANAGEMENT (2021)

添加到收藏夹

Article Business

The effects of a psychological brand contract breach on customers' dysfunctional behavior toward a brand

Taeshik Gong et al.

Summary: This study explores the impact of dysfunctional customer behavior towards a brand due to a breach of psychological brand contract, with a focus on the moderating role of brand relationship quality, brand apology, and brand restitution. The findings suggest that these factors play a significant role in influencing the relationship between psychological brand contract breach and customer behavior, mediated by psychological brand contract violation.

JOURNAL OF SERVICE THEORY AND PRACTICE (2021)

添加到收藏夹

Article Management

Modeling revenge and avoidance in the mobile service industry: moderation role of technology anxiety

Li-Chun Hsu et al.

Summary: This study found that service failure severity in the context of mobile application can lead to consumers' negative emotion, while technology anxiety moderates the relationship between service failure severity and blame attribution, further affecting users' coping behaviors.

SERVICE INDUSTRIES JOURNAL (2021)

添加到收藏夹

Article Management

Customer engagement and purchase intention in live-streaming digital marketing platforms

Prince Clement Addo et al.

Summary: This study explores the impact of customer engagement in live-streaming digital marketing on followership and purchase intention. It finds that customer engagement is significantly associated with followership and purchase intention, with price becoming insignificant once consumers become followers. Social elements have positive impacts on transactional and non-transactional benefits in social commerce.

SERVICE INDUSTRIES JOURNAL (2021)

添加到收藏夹

Article Business

Customers? service-related engagement, experience, and behavioral intent: Moderating role of age

Raouf Ahmad Rather et al.

Summary: This study examines the impact of customer engagement (CE) on experience and behavioral intent, finding that cognitive engagement has a stronger effect on experience for younger customers compared to older ones. The associations between affective/behavioral engagement and experience are significant across all age groups, with the strength of the association increasing with customer age. Additionally, customer experience has a stronger influence on behavioral intention as customers get older.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2021)

添加到收藏夹

Letter Hospitality, Leisure, Sport & Tourism

Monitoring the impacts of tourism-based social media, risk perception and fear on tourist's attitude and revisiting behaviour in the wake of COVID-19 pandemic

Raouf Ahmad Rather

Summary: The study found that fear and perceived risk have negative impacts on travel attitude and customer brand engagement during the COVID-19 pandemic, while social media has a positive effect on customer brand engagement. Additionally, customer engagement and attitude have positive effects on brand co-creation and revisit intention.

CURRENT ISSUES IN TOURISM (2021)

添加到收藏夹

Review Psychology, Multidisciplinary

Co-creation or Co-destruction: A Perspective of Online Customer Engagement Valence

Junaid Siddique et al.

Summary: This study focuses on understanding the importance of customer engagement valence (CEV) in virtual service networks. Through a critical review of past literature and conceptual analysis, it is found that the value of customer engagement valence depends on the cognitive interpretation of signals, leading to either positive outcomes (such as service co-creation) or negative outcomes (such as service co-destruction). The study suggests avenues for future research and practical applications.

FRONTIERS IN PSYCHOLOGY (2021)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis

Ghazal Shams et al.

Summary: This study highlights the positive relationship between service recovery and outcome favourability, as well as the impact of outcome favourability on satisfaction and loyalty. It emphasizes the importance of service recovery in enhancing customer loyalty in the hospitality industry.

INTERNATIONAL JOURNAL OF CULTURE TOURISM AND HOSPITALITY RESEARCH (2021)

添加到收藏夹

Article Business

Tangible Service Automation: Decomposing the Technology-Enabled Engagement Process (TEEP) for Augmented Reality

Jonas Heller et al.

Summary: The study proposes a technology-enabled engagement process that integrates multiple stages of customer engagement to achieve digital automation of services. By decomposing the steps of interactive service engagement, spatial presence, emotional and cognitive engagement, and perceived value-in-use, the study highlights the importance of including service tangibility in engagement with AR service automation.

JOURNAL OF SERVICE RESEARCH (2021)

添加到收藏夹

Article Management

When AI-based services fail: examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures

Bo Huang et al.

Summary: Despite no difference in the failure, firm blame, or dissatisfaction, consumers are less willing to share negative word-of-mouth after a service failure caused by an AI recommendation system. This effect is primarily driven by consumers' perceived connection with the AI that uses their past behavior to predict their future preferences.

SERVICE INDUSTRIES JOURNAL (2021)

添加到收藏夹

Article Management

Relational bonds, customer engagement, and service quality

Chia-Wen Chang et al.

Summary: This study investigates the relationships among relational bonds, customer engagement, service quality, satisfaction, and WOM, revealing that relational bonds affect customer engagement, which in turn impacts service quality, satisfaction, and WOM.

SERVICE INDUSTRIES JOURNAL (2021)

添加到收藏夹

Article Business

A dynamic framework for managing customer engagement on social media

Sara Shawky et al.

JOURNAL OF BUSINESS RESEARCH (2020)

添加到收藏夹

Article Business

Employee Exit, Voice, Loyalty, and Neglect in Response to Dissatisfying Organizational Situations: It Depends on Supervisory Relationship Quality

Jaesub Lee et al.

INTERNATIONAL JOURNAL OF BUSINESS COMMUNICATION (2020)

添加到收藏夹

Article Management

Experience vs quality: predicting satisfaction and loyalty in services

Gurel Cetin

SERVICE INDUSTRIES JOURNAL (2020)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

Voicing out or switching away? A psychological climate perspective on customers' intentional responses to service failure

Chang-Jun Li et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2020)

添加到收藏夹

Article Business

Assessing measurement model quality in PLS-SEM using confirmatory composite analysis

Joe F. Hair et al.

JOURNAL OF BUSINESS RESEARCH (2020)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

Effects of customer experience in engaging in hotels' CSR activities on brand relationship quality and behavioural intention

Ada Lo

JOURNAL OF TRAVEL & TOURISM MARKETING (2020)

添加到收藏夹

Review Business

Customer experience: fundamental premises and implications for research

Larissa Becker et al.

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE (2020)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

Tourist engagement and citizenship behavior: The mediating role of relationship quality in the hotel industry

Majid Mohammad Shafiee et al.

TOURISM AND HOSPITALITY RESEARCH (2020)

添加到收藏夹

Article Business

The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry

Ghazal Shams et al.

JOURNAL OF FINANCIAL SERVICES MARKETING (2020)

添加到收藏夹

Article Psychology, Multidisciplinary

Branded mobile application adoption and customer engagement behavior

Rebecca Jen-Hui Wang

COMPUTERS IN HUMAN BEHAVIOR (2020)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

Customer experience and engagement in tourism destinations: the experiential marketing perspective

Raouf Ahmad Rather

JOURNAL OF TRAVEL & TOURISM MARKETING (2020)

添加到收藏夹

Article Business

Digital Content Marketing's Role in Fostering Consumer Engagement, Trust, and Value: Framework, Fundamental Propositions, and Implications

Linda D. Hollebeek et al.

JOURNAL OF INTERACTIVE MARKETING (2019)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

Value get, value give: The relationships among perceived value, relationship quality, customer engagement, and value consciousness

Omar S. Itani et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2019)

添加到收藏夹

Article Psychology, Applied

The Curvilinear Relationship Between Daily Time Pressure and Work Engagement: The Role of Psychological Capital and Sleep

Xiaotian Sheng et al.

INTERNATIONAL JOURNAL OF STRESS MANAGEMENT (2019)

添加到收藏夹

Article Management

Matching service failures and recovery options toward satisfaction

Victor John M. Cantor et al.

SERVICE INDUSTRIES JOURNAL (2019)

添加到收藏夹

Review Hospitality, Leisure, Sport & Tourism

Predictors and outcomes of consumer deception in hotel reviews: The roles of reviewer type and attribution of service failure

Naeem Akhtar et al.

JOURNAL OF HOSPITALITY AND TOURISM MANAGEMENT (2019)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

Exploring and validating social identification and social exchange-based drivers of hospitality customer loyalty

Raouf Ahmad Rather et al.

INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT (2019)

添加到收藏夹

Article Communication

Responses to dissatisfaction in friendships and romantic relationships: An interpersonal script analysis

Cheryl Harasymchuk et al.

JOURNAL OF SOCIAL AND PERSONAL RELATIONSHIPS (2019)

添加到收藏夹

Article Management

Visitors' loyalty and price perceptions: the role of customer engagement

Maxi Bergel et al.

SERVICE INDUSTRIES JOURNAL (2019)

添加到收藏夹

Article Management

Investigating the effects of tourist engagement on satisfaction and loyalty

S. Mostafa Rasoolimanesh et al.

SERVICE INDUSTRIES JOURNAL (2019)

添加到收藏夹

Article Management

Tourism-based customer engagement: the construct, antecedents, and consequences

Raouf Ahmad Rather et al.

SERVICE INDUSTRIES JOURNAL (2019)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

The effects of service quality and consumer-brand value congruity on hospitality brand loyalty

Raouf Ahmad Rather et al.

ANATOLIA-INTERNATIONAL JOURNAL OF TOURISM AND HOSPITALITY RESEARCH (2019)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

Service innovativeness and tourism customer outcomes

Linda Hollebeek et al.

INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT (2019)

添加到收藏夹

Article Business

How to specify, estimate, and validate higher-order constructs in PLS-SEM

Marko Sarstedt et al.

AUSTRALASIAN MARKETING JOURNAL (2019)

添加到收藏夹

Article Business

The moderating effect of cultural value orientations on behavioral responses to dissatisfactory service experiences

Klaus Schoefer et al.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2019)

添加到收藏夹

Article Business

Investigating the Impact of Customer Brand Identification on Hospitality Brand Loyalty: A Social Identity Perspective

Raouf Ahmad Rather

JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT (2018)

添加到收藏夹

Article Management

An integrative framework for customer switching behavior

Seyed Mohammad Mosavi et al.

SERVICE INDUSTRIES JOURNAL (2018)

添加到收藏夹

Article Management

The interrelationships between relationship marketing constructs and customer engagement dimensions

Estelle van Tonder et al.

SERVICE INDUSTRIES JOURNAL (2018)

添加到收藏夹

Article Business

Relationship quality as an antecedent of customer relationship proneness: A cross-cultural study between Spain and Mexico

Ana Olavarria-Jaraba et al.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2018)

添加到收藏夹

Article Business

Positive and negative valence influencing consumer engagement

Kristina Heinonen

JOURNAL OF SERVICE THEORY AND PRACTICE (2018)

添加到收藏夹

Article Psychology, Social

Dark triad traits and romantic relationship attachment, accommodation, and control

Gayle Brewer et al.

PERSONALITY AND INDIVIDUAL DIFFERENCES (2018)

添加到收藏夹

Article Business

The impact of switching costs on customer complaint behavior and service recovery evaluation

Maxi Bergel et al.

JOURNAL OF SERVICE THEORY AND PRACTICE (2018)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

Antecedents and consequences of customer brand engagement in integrated resorts

Jiseon Ahn et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2018)

添加到收藏夹

Article Management

The effect of leadership on work-related flow: a moderated mediation model

Junbang Lan et al.

LEADERSHIP & ORGANIZATION DEVELOPMENT JOURNAL (2017)

添加到收藏夹

Article Business

Customer engagement: the construct, antecedents, and consequences

Anita Pansari et al.

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE (2017)

添加到收藏夹

Article Management

A novel framework for customer complaint management

Yu-Hsiang Hsiao et al.

SERVICE INDUSTRIES JOURNAL (2016)

添加到收藏夹

Article Business

Social media engagement behaviour: a uses and gratifications perspective

Rebecca Dolan et al.

JOURNAL OF STRATEGIC MARKETING (2016)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

The Role of Customer Engagement in Building Consumer Loyalty to Tourism Brands

Kevin Kam Fung So et al.

JOURNAL OF TRAVEL RESEARCH (2016)

添加到收藏夹

Article Business

Relational norms in customer-company relationships: Net and configurational effects

Marcel Paulssen et al.

JOURNAL OF BUSINESS RESEARCH (2016)

添加到收藏夹

Article Business

Customer forgiveness of unsatisfactory service: manifestations and antecedents

Dana Yagil et al.

SERVICE BUSINESS (2016)

添加到收藏夹

Article Psychology, Applied

Time Pressure Promotes Work Engagement Test of Illegitimate Tasks as Boundary Condition

Antje Schmitt et al.

JOURNAL OF PERSONNEL PSYCHOLOGY (2015)

添加到收藏夹

Article Business

The Effects of Adopting and Using a Brand's Mobile Application on Customers' Subsequent Purchase Behavior

Su Jung Kim et al.

JOURNAL OF INTERACTIVE MARKETING (2015)

添加到收藏夹

Article Business

A new criterion for assessing discriminant validity in variance-based structural equation modeling

Jorg Henseler et al.

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE (2015)

添加到收藏夹

Article Business

Customer Dissatisfaction Responses to Restaurant Service Failures: Insights Into Noncomplainers From a Relational Perspective

Heejung Ro

JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT (2015)

添加到收藏夹

Article Business

Consumer brand enmeshment: Typography and complexity modeling of consumer brand engagement and brand loyalty enactments

Rouxelle de Villiers

JOURNAL OF BUSINESS RESEARCH (2015)

添加到收藏夹

Review Business

When Voice Matters: A Multilevel Review of the Impact of Voice in Organizations

Michael R. Bashshur et al.

JOURNAL OF MANAGEMENT (2015)

添加到收藏夹

Article Business

The dark side of customer co-creation: exploring the consequences of failed co-created services

Sven Heidenreich et al.

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE (2015)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

CUSTOMER ENGAGEMENT WITH TOURISM BRANDS: SCALE DEVELOPMENT AND VALIDATION

Kevin Kam Fung So et al.

JOURNAL OF HOSPITALITY & TOURISM RESEARCH (2014)

添加到收藏夹

Article Business

Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation

Linda D. Hollebeek et al.

JOURNAL OF INTERACTIVE MARKETING (2014)

添加到收藏夹

Article Business

Impact of marketing activities on relationship quality in the Malaysian banking sector

Basheer A. Al-alak

JOURNAL OF RETAILING AND CONSUMER SERVICES (2014)

添加到收藏夹

Article Business

Do relational norms matter in consumer-brand relationships?

Katharina S. Valta

JOURNAL OF BUSINESS RESEARCH (2013)

添加到收藏夹

Article Management

Institutional-based antecedents and performance outcomes of internal and external green supply chain management practices

Qinghua Zhu et al.

JOURNAL OF PURCHASING AND SUPPLY MANAGEMENT (2013)

添加到收藏夹

Article Psychology, Social

Between Likes and Shares: Effects of Emotional Appeal and Virality on the Persuasiveness of Anticyberbullying Messages on Facebook

Saleem Alhabash et al.

CYBERPSYCHOLOGY BEHAVIOR AND SOCIAL NETWORKING (2013)

添加到收藏夹

Article Business

CUSTOMER ENGAGEMENT: EXPLORING CUSTOMER RELATIONSHIPS BEYOND PURCHASE

Shiri Vivek et al.

JOURNAL OF MARKETING THEORY AND PRACTICE (2012)

添加到收藏夹

Article Business

The role of cause and affect in service failure

L. Jean Harrison-Walker

JOURNAL OF SERVICES MARKETING (2012)

添加到收藏夹

Article Information Science & Library Science

Digital service analysis and design: The role of process modelling

Steven Buchanan et al.

INTERNATIONAL JOURNAL OF INFORMATION MANAGEMENT (2012)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

The impact of CSR on relationship quality and relationship outcomes: A perspective of service employees

Yong-Ki Lee et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2012)

添加到收藏夹

Article Management

The role of customer affection and trust in loyalty rebuilding after service failure and recovery

Suna La et al.

SERVICE INDUSTRIES JOURNAL (2012)

添加到收藏夹

Article Business

Exploring customer brand engagement: definition and themes

Linda Hollebeek

JOURNAL OF STRATEGIC MARKETING (2011)

添加到收藏夹

Article Business

Demystifying customer brand engagement: Exploring the loyalty nexus

Linda Hollebeek

JOURNAL OF MARKETING MANAGEMENT (2011)

添加到收藏夹

Article Business

The Effectiveness of Branded Mobile Phone Apps

Steven Bellman et al.

JOURNAL OF INTERACTIVE MARKETING (2011)

添加到收藏夹

Article Business

Customer Engagement: Conceptual Domain, Fundamental Propositions, and Implications for Research

Roderick J. Brodie et al.

JOURNAL OF SERVICE RESEARCH (2011)

添加到收藏夹

Article Business

Cognitive Activation Theory of Stress: An Integrative Theoretical Approach to Work Stress

James A. Meurs et al.

JOURNAL OF MANAGEMENT (2011)

添加到收藏夹

Article Psychology, Applied

The Influence of Creative Process Engagement on Employee Creative Performance and Overall Job Performance: A Curvilinear Assessment

Xiaomeng Zhang et al.

JOURNAL OF APPLIED PSYCHOLOGY (2010)

添加到收藏夹

Article Business

Customer Engagement Behavior: Theoretical Foundations and Research Directions

Jenny van Doorn et al.

JOURNAL OF SERVICE RESEARCH (2010)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

Predictors of Relationship Quality and Loyalty in the Chain Restaurant Industry

Sunghyup Sean Hyun

CORNELL HOSPITALITY QUARTERLY (2010)

添加到收藏夹

Article Communication

Loyal but ignored: The benefits and costs of constructive communication behavior

Nickola C. Overall et al.

PERSONAL RELATIONSHIPS (2010)

添加到收藏夹

Article Business

Creating commitment and loyalty behavior among retailers: what are the roles of service quality and satisfaction?

Beth Davis-Sramek et al.

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE (2009)

添加到收藏夹

Article Business

When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance

Yany Gregoire et al.

JOURNAL OF MARKETING (2009)

添加到收藏夹

Article Business

In praise of retrospective surveys

Robert East et al.

JOURNAL OF MARKETING MANAGEMENT (2008)

添加到收藏夹

Article Psychology, Social

Voicing conflict: Preferred conflict strategies among incremental and entity theorists

Lara K. Kammrath et al.

PERSONALITY AND SOCIAL PSYCHOLOGY BULLETIN (2006)

添加到收藏夹

Article Business

Factors influencing the effectiveness of relationship marketing: A meta-analysis

Robert W. Palmatier et al.

JOURNAL OF MARKETING (2006)

添加到收藏夹

Article Management

Consumer responses to compensation, speed of recovery and apology after a service failure

J Wirtz et al.

INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT (2004)

添加到收藏夹

Article Business

Functions of industrial supplier relationships and their impact on relationship quality

A Walter et al.

INDUSTRIAL MARKETING MANAGEMENT (2003)

添加到收藏夹

Article Business

How prevalent is the negativity effect in consumer environments?

R Ahluwalia

JOURNAL OF CONSUMER RESEARCH (2002)

添加到收藏夹

Article Management

Service recovery: a framework and empirical investigation

JL Miller et al.

JOURNAL OF OPERATIONS MANAGEMENT (2000)

添加到收藏夹

© Peeref 2019-2024. All rights reserved.