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Modeling Heterogeneity in the Satisfaction, Loyalty Intention, and Shareholder Value Linkage: A Cross-Industry Analysis at the Customer and Firm Levels

Journal of marketing research, 2016-02, Vol.53 (1), p.91-109

2016

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Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination

Journal of service research : JSR, 2024-11, Vol.27 (4), p.475-489

2024

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The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems

International journal of research in marketing, 2021-06, Vol.38 (2), p.425-447

2021

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A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes

Journal of service research : JSR, 2014-11, Vol.17 (4), p.381-398

2014

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Pathways to Service System Smartness for Firms

Journal of service research : JSR, 2023-11, Vol.26 (4), p.521-541

2023

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What Information Do Shoppers Share? The Effect of Personnel-, Retailer-, and Country-Trust on Willingness to Share Information

Journal of retailing, 2020-12, Vol.96 (4), p.524-547

2020

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A neurophysiological exploration of the dynamic nature of emotions during the customer experience

Journal of retailing and consumer services, 2020-11, Vol.57, p.102217, Article 102217

2020

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The Impact of Process Recovery Communication on Customer Satisfaction, Repurchase Intentions, and Word-of-Mouth Intentions

Journal of service research : JSR, 2012-08, Vol.15 (3), p.262-279

2012

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The more extroverted the better? Unraveling the complex relationship between service robots' personality and the service robot experience

Psychology & marketing, 2023-11, Vol.40 (11), p.2370-2386

2023

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The transformative potential of AI-enabled personalization across cultures

The Journal of services marketing, 2024-06, Vol.38 (6), p.711-730

2024

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Piloting personalization research through data-rich environments: a literature review and future research agenda

Journal of service management, 2023-04, Vol.34 (3), p.520-552

2023

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Customer attrition analysis for financial services using proportional hazard models

European journal of operational research, 2004-08, Vol.157 (1), p.196-217

2004

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“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers

Journal of business research, 2017-10, Vol.79, p.238-246

2017

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People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms

Journal of service management, 2022-07, Vol.33 (4/5), p.507-519

2022

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Does loyalty span domains? Examining the relationship between consumer loyalty, other loyalties and happiness

Journal of business research, 2015-12, Vol.68 (12), p.2464-2476

2015

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Predicting customer retention and profitability by using random forests and regression forests techniques

Expert systems with applications, 2005-08, Vol.29 (2), p.472-484

2005

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Implications of customer participation in outsourcing non-core services to third parties

Journal of service management, 2021-04, Vol.32 (3), p.438-458

2021

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Linking Perceptual and Behavioral Customer Metrics to Multiperiod Customer Profitability: A Comprehensive Service-Profit Chain Application

Journal of service research : JSR, 2008-08, Vol.11 (1), p.3-21

Larivière, Bart

2008

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A Cross-national Investigation of the Satisfaction and Loyalty Linkage for Mobile Telecommunications Services across Eight Countries

Journal of interactive marketing, 2013-02, Vol.27 (1), p.74-82

2013

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Value fusion: The blending of consumer and firm value in the distinct context of mobile technologies and social media

Journal of service management, 2013-01, Vol.24 (3), p.268-293

2013

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Role of Social and App-Related Factors in Behavioral Engagement With mHealth for Improved Well-being Among Chronically Ill Patients: Scenario-Based Survey Study

JMIR mHealth and uHealth, 2022-08, Vol.10 (8), p.e33772-e33772

2022

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What Information Do Shoppers Share? The Effect of Personnel-, Retailer-, and Country-Trust on Willingness to Share Information

Journal of retailing, 2020-12, Vol.96, p.524-547

2020

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Perceptions are relative: An examination of the relationship between relative satisfaction metrics and share of wallet

Journal of service management, 2015-03, Vol.26 (1), p.2-43

2015

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Does satisfaction matter more if a multichannel customer is also a multicompany customer?

Journal of service management, 2011-03, Vol.22 (1), p.39-66

2011

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Moving forward and making an impact in service research: from research priorities to research methodologies

Journal of service management, 2019-11, Vol.30 (5), p.521-523

2019

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Modeling Heterogeneity in the Satisfaction, Loyalty Intention, and Shareholder Value Linkage: A Cross-Industry Analysis at the Customer and Firm Levels

Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination

The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems

A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes

Pathways to Service System Smartness for Firms

What Information Do Shoppers Share? The Effect of Personnel-, Retailer-, and Country-Trust on Willingness to Share Information

A neurophysiological exploration of the dynamic nature of emotions during the customer experience

The Impact of Process Recovery Communication on Customer Satisfaction, Repurchase Intentions, and Word-of-Mouth Intentions

The more extroverted the better? Unraveling the complex relationship between service robots' personality and the service robot experience

The transformative potential of AI-enabled personalization across cultures

Piloting personalization research through data-rich environments: a literature review and future research agenda

Customer attrition analysis for financial services using proportional hazard models

“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers

People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms

Does loyalty span domains? Examining the relationship between consumer loyalty, other loyalties and happiness

Predicting customer retention and profitability by using random forests and regression forests techniques

Implications of customer participation in outsourcing non-core services to third parties

Linking Perceptual and Behavioral Customer Metrics to Multiperiod Customer Profitability: A Comprehensive Service-Profit Chain Application

A Cross-national Investigation of the Satisfaction and Loyalty Linkage for Mobile Telecommunications Services across Eight Countries

Value fusion: The blending of consumer and firm value in the distinct context of mobile technologies and social media

Role of Social and App-Related Factors in Behavioral Engagement With mHealth for Improved Well-being Among Chronically Ill Patients: Scenario-Based Survey Study

What Information Do Shoppers Share? The Effect of Personnel-, Retailer-, and Country-Trust on Willingness to Share Information

Perceptions are relative: An examination of the relationship between relative satisfaction metrics and share of wallet

Does satisfaction matter more if a multichannel customer is also a multicompany customer?

Moving forward and making an impact in service research: from research priorities to research methodologies

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