Service recovery: An integrative framework and research agenda
Y Van Vaerenbergh, C Orsingher - Academy of Management …, 2016 - journals.aom.org
Service recovery captures the organizational actions of seeking and dealing with a failure in
service delivery. Although many studies have examined the outcomes of organizational …
service delivery. Although many studies have examined the outcomes of organizational …
Exploring the role of relationship management and relationship quality in B2B: empirical insights and future research directions
Purpose In the past few decades, relationship management (RM) theory and RM strategies
in business-to-business (B2B) contexts have evolved tremendously, driven by constant …
in business-to-business (B2B) contexts have evolved tremendously, driven by constant …
[BOOK][B] Satisfaction: A behavioral perspective on the consumer: A behavioral perspective on the consumer
RL Oliver - 2014 - taylorfrancis.com
Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …
A self-determination theory-based meta-analysis on the differential effects of intrinsic and extrinsic motivation on salesperson performance
While companies devote extensive resources to sales force monitoring and compensation,
executives continue to puzzle over how to properly motivate their sales personnel to perform …
executives continue to puzzle over how to properly motivate their sales personnel to perform …
Cross-sectional versus longitudinal survey research: Concepts, findings, and guidelines
Marketing academics and practitioners frequently employ cross-sectional surveys. In recent
years, editors, reviewers, and authors have expressed increasing concern about the validity …
years, editors, reviewers, and authors have expressed increasing concern about the validity …
Revisiting the satisfaction–loyalty relationship: empirical generalizations and directions for future research
This extensive literature review highlights the state of the art regarding the relationship
between customer satisfaction and loyalty, both attitudinal and behavioral. In particular, it …
between customer satisfaction and loyalty, both attitudinal and behavioral. In particular, it …
Perceptions of Chinese restaurants in the US: what affects customer satisfaction and behavioral intentions?
Y Liu, SCS Jang - International journal of hospitality management, 2009 - Elsevier
This study investigates American customers' perceptions of Chinese restaurants in the US,
using the Importance–Performance Analysis (IPA) approach. This study also examines …
using the Importance–Performance Analysis (IPA) approach. This study also examines …
Testing the value of customization: when do customers really prefer products tailored to their preferences?
Recently, researchers have paid increasing attention to the marketing strategy of
customization. A key assumption is that customized products create higher benefits for …
customization. A key assumption is that customized products create higher benefits for …
Antecedents and consequences of online customer satisfaction: A holistic process perspective
This paper examines the determinants and consequences of online customer satisfaction by
considering the entire online shop** experience, based on data collected from our survey …
considering the entire online shop** experience, based on data collected from our survey …
A meta-analysis of organizational complaint handling and customer responses
Service recovery is a crucial success factor for organizations. Thus, many studies have
addressed the issue of post-complaint behavior. Conducting a meta-analysis, the authors …
addressed the issue of post-complaint behavior. Conducting a meta-analysis, the authors …