-
1
-
-
34848915737
-
Toward a conceptualization of customer productivity: The customer's perspective on transforming customer labor into customer outcomes using technology-based self-service options
-
Anitsal I., and Schumann D.W. Toward a conceptualization of customer productivity: The customer's perspective on transforming customer labor into customer outcomes using technology-based self-service options. Journal of Marketing Theory and Practice 15 4 (2007) 349-363
-
(2007)
Journal of Marketing Theory and Practice
, vol.15
, Issue.4
, pp. 349-363
-
-
Anitsal, I.1
Schumann, D.W.2
-
2
-
-
33846243854
-
Back from the brink
-
Colgate M., Tong V.T.-U., Lee C.K.-C., and Farley J.U. Back from the brink. Journal of Service Research 9 3 (2007) 211-228
-
(2007)
Journal of Service Research
, vol.9
, Issue.3
, pp. 211-228
-
-
Colgate, M.1
Tong, V.T.-U.2
Lee, C.K.-C.3
Farley, J.U.4
-
3
-
-
34848861620
-
Encouraging existing customers to switch to self-service technologies: Put a little fun in their lives
-
Curran J.M., and Meuter M.L. Encouraging existing customers to switch to self-service technologies: Put a little fun in their lives. Journal of Marketing Theory and Practice 15 4 (2007) 283-298
-
(2007)
Journal of Marketing Theory and Practice
, vol.15
, Issue.4
, pp. 283-298
-
-
Curran, J.M.1
Meuter, M.L.2
-
5
-
-
0004297183
-
-
Retrieved from http://airconsumer.ost.dot.gov/reports/atcr07.htm
-
Department of Transportation. Air travel consumer report (2007, December). http://airconsumer.ost.dot.gov/reports/atcr07.htm Retrieved from http://airconsumer.ost.dot.gov/reports/atcr07.htm
-
(2007)
Air travel consumer report
-
-
Department of Transportation1
-
6
-
-
33847136766
-
Determinants of customer loyalty in the wireless telecommunications industry
-
Eshghi A., Haughton D., and Topi H. Determinants of customer loyalty in the wireless telecommunications industry. Telecommunications Policy 31 2 (2007) 93-106
-
(2007)
Telecommunications Policy
, vol.31
, Issue.2
, pp. 93-106
-
-
Eshghi, A.1
Haughton, D.2
Topi, H.3
-
7
-
-
34247274146
-
Modeling the repatronage behavior of business airline travelers
-
Harris J., and Uncles M. Modeling the repatronage behavior of business airline travelers. Journal of Service Research 9 4 (2007) 297-311
-
(2007)
Journal of Service Research
, vol.9
, Issue.4
, pp. 297-311
-
-
Harris, J.1
Uncles, M.2
-
8
-
-
34247256788
-
The positive and negative effects of switching costs on relational outcomes
-
Jones M.A., Reynolds K.E., Mothersbaugh D.L., and Beatty S.E. The positive and negative effects of switching costs on relational outcomes. Journal of Service Research 9 4 (2007) 335-355
-
(2007)
Journal of Service Research
, vol.9
, Issue.4
, pp. 335-355
-
-
Jones, M.A.1
Reynolds, K.E.2
Mothersbaugh, D.L.3
Beatty, S.E.4
-
9
-
-
36049005291
-
The long-term impact of loyalty programs on consumer purchase behavior and loyalty
-
Liu Y. The long-term impact of loyalty programs on consumer purchase behavior and loyalty. Journal of Marketing 71 4 (2007) 19-35
-
(2007)
Journal of Marketing
, vol.71
, Issue.4
, pp. 19-35
-
-
Liu, Y.1
-
10
-
-
0013010572
-
Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions
-
Maxham III J.G. Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research 54 1 (2001) 11-24
-
(2001)
Journal of Business Research
, vol.54
, Issue.1
, pp. 11-24
-
-
Maxham III, J.G.1
-
12
-
-
34547480292
-
Understanding frequent switching patterns
-
Roos I., and Gustafsson A. Understanding frequent switching patterns. Journal of Service Research 10 1 (2007) 93-108
-
(2007)
Journal of Service Research
, vol.10
, Issue.1
, pp. 93-108
-
-
Roos, I.1
Gustafsson, A.2
-
14
-
-
36048999787
-
Behavioral consequences of overbooking service capacity
-
Wagenheim F.V., and Bayón T. Behavioral consequences of overbooking service capacity. Journal of Marketing 71 4 (2007) 36-47
-
(2007)
Journal of Marketing
, vol.71
, Issue.4
, pp. 36-47
-
-
Wagenheim, F.V.1
Bayón, T.2
-
15
-
-
34547421703
-
Determinants and outcomes of customers' use of self-service technology in a retail setting
-
Weijters B., Rangarajan D., Falk T., and Schillewaert N. Determinants and outcomes of customers' use of self-service technology in a retail setting. Journal of Service Research 10 1 (2007) 3-21
-
(2007)
Journal of Service Research
, vol.10
, Issue.1
, pp. 3-21
-
-
Weijters, B.1
Rangarajan, D.2
Falk, T.3
Schillewaert, N.4
-
16
-
-
34247187437
-
How effective are loyalty reward programs in driving share of wallet?
-
Wirtz J., Mattila A.S., and Lwin M.O. How effective are loyalty reward programs in driving share of wallet?. Journal of Service Research 9 4 (2007) 327-334
-
(2007)
Journal of Service Research
, vol.9
, Issue.4
, pp. 327-334
-
-
Wirtz, J.1
Mattila, A.S.2
Lwin, M.O.3
|