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The Service Delivery Network (SDN): A Customer-Centric Perspective of the Customer Journey

Journal of service research : JSR, 2013-11, Vol.16 (4), p.454-470

2013

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Growing Existing Customers' Revenue Streams Through Customer Referral Programs

Journal of marketing, 2013-07, Vol.77 (4), p.17-32

2013

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Satisfaction Strength and Customer Loyalty

Journal of marketing research, 2007-02, Vol.44 (1), p.153-163

2007

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Customer participation risk management: conceptual model and managerial assessment tool

Journal of service management, 2021-01, Vol.32 (1), p.27-51

2021

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Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

Journal of marketing, 1998-04, Vol.62 (2), p.60

1998

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The effects of distributive, procedural, and interactional justice on postcomplaint behavior

Journal of retailing, 1997-06, Vol.73 (2), p.185-210

1997

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Getting the right payoff from customer penalty fees

Business horizons, 2013-05, Vol.56 (3), p.377-386

2013

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Forgiven But Not Forgotten: Covert Uncertainty in Overt Responses and the Paradox of Defection-Despite-Trust

Journal of consumer psychology, 2006, Vol.16 (3), p.283-294

2006

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Designing and implementing new services: The challenges of integrating service systems

Journal of retailing, 1997-03, Vol.73 (1), p.105-134

1997

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How to Prevent Your Customers From Failing

MIT Sloan management review, 2006-04, Vol.47 (3), p.30

Stephen S. Tax, Mark Colgate, David E. Bowen

2006

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Toward an integrative approach to designing service experiences: Lessons learned from the theatre

Journal of operations management, 2004-12, Vol.22 (6), p.609-627

2004

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Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

Journal of marketing, 1998-04, Vol.62 (2), p.60-76

1998

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Toward an integrative approach to designing service experiences

Journal of operations management, 2004-12, Vol.22 (6), p.609-627

2004

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Satisfaction Strength and Customer Loyalty

Journal of marketing research, 2007-02, Vol.44 (1), p.34

2007

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Managing the industrial salesforce culture

The Journal of business & industrial marketing, 1995-05, Vol.10 (2), p.34-47

1995

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Examining the Salesforce Culture: Managerial Applications and Research Propositions

The Journal of personal selling & sales management, 1994-10, Vol.14 (4), p.1-14

1994

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Measuring word of mouth: the questions of who and when?

Journal of marketing communications, 2000-01, Vol.6 (3), p.185-199

2000

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Services Education: Cross-Functional Integration for Quality

Journal of marketing education, 1994-12, Vol.16 (3), p.56-70

1994

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Planning for service quality: an integrative approach

International journal of service industry management, 1996-10, Vol.7 (4), p.58-77

1996

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Reinforcing Punishment and Extinguishing Reward: On the Folly of OBM Without SPC

Journal of organizational behavior management, 1988-03, Vol.9 (1), p.33-46

1988

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Recovering and Learning from Service Failure

MIT Sloan management review, 1998-10, Vol.40 (1), p.75

1998

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Managing customer performance in services

The Routledge Handbook of Service Research Insights and Ideas, 2020, p.302-321

1, 2020

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Recovering and Learning from Service Failure

Sloan management review, 1998-10, Vol.40 (1), p.75

1998

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THE EFFECT OF COMPLAINT HANDLING ON CONSUMER WORD-OF-MOUTH: ASSESSING DIFFERENCE BETWEEN WOM GIVERS AND RECEIVERS

Proceedings of the 2009 Academy of Marketing Science (AMS) Annual Conference, 2015, p.26-26

2015

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THE RELATIONSHIP BETWEEN ORGANIZATIONAL STRUCTURE AND POWER IN THE BUYING CENTER

Proceedings of the 1992 Academy of Marketing Science (AMS) Annual Conference, 2015, p.57-60

2015

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The Service Delivery Network (SDN): A Customer-Centric Perspective of the Customer Journey

Growing Existing Customers' Revenue Streams Through Customer Referral Programs

Satisfaction Strength and Customer Loyalty

Customer participation risk management: conceptual model and managerial assessment tool

Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

The effects of distributive, procedural, and interactional justice on postcomplaint behavior

Getting the right payoff from customer penalty fees

Forgiven But Not Forgotten: Covert Uncertainty in Overt Responses and the Paradox of Defection-Despite-Trust

Designing and implementing new services: The challenges of integrating service systems

How to Prevent Your Customers From Failing

Toward an integrative approach to designing service experiences: Lessons learned from the theatre

Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

Toward an integrative approach to designing service experiences

Satisfaction Strength and Customer Loyalty

Managing the industrial salesforce culture

Examining the Salesforce Culture: Managerial Applications and Research Propositions

Measuring word of mouth: the questions of who and when?

Services Education: Cross-Functional Integration for Quality

Planning for service quality: an integrative approach

Reinforcing Punishment and Extinguishing Reward: On the Folly of OBM Without SPC

Recovering and Learning from Service Failure

Managing customer performance in services

Recovering and Learning from Service Failure

THE EFFECT OF COMPLAINT HANDLING ON CONSUMER WORD-OF-MOUTH: ASSESSING DIFFERENCE BETWEEN WOM GIVERS AND RECEIVERS

THE RELATIONSHIP BETWEEN ORGANIZATIONAL STRUCTURE AND POWER IN THE BUYING CENTER

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