-
1
-
-
84867794672
-
Customer value propositions in business markets
-
Anderson, J. C., Narus, J. A. and van Rossum, W. (2006), 'Customer value propositions in business markets', Harvard Business Review, Vol. 84, No. 3, pp. 90-99.
-
(2006)
Harvard Business Review
, vol.84
, Issue.3
, pp. 90-99
-
-
Anderson, J.C.1
Narus, J.A.2
van Rossum, W.3
-
2
-
-
77955779205
-
-
Paper presented to the Reputation Institute Conference, New York
-
Aquevegue, C. and Ravasi, D. (2006), Corporate reputation, affect, and trustworthiness: an explanation for the reputation-performance relationship, Paper presented to the Reputation Institute Conference, New York.
-
(2006)
Corporate reputation, affect, and trustworthiness: an explanation for the reputation-performance relationship
-
-
Aquevegue, C.1
Ravasi, D.2
-
3
-
-
21544480761
-
Reputation and the corporate brand
-
Argenti, P. A. and Druckenmiller, B. (2004), 'Reputation and the corporate brand', Corporate Reputation Review, Vol. 6, No. 4, pp. 368-374.
-
(2004)
Corporate Reputation Review
, vol.6
, Issue.4
, pp. 368-374
-
-
Argenti, P.A.1
Druckenmiller, B.2
-
4
-
-
6344234780
-
River magic: Extraordinaryexperience and the extended service encounter
-
Arnould, E. J. and Price, L. L. (1993), 'River magic: Extraordinaryexperience and the extended service encounter', Journal of Consumer Research, Vol. 20, No. 1, pp. 24-45.
-
(1993)
Journal of Consumer Research
, vol.20
, Issue.1
, pp. 24-45
-
-
Arnould, E.J.1
Price, L.L.2
-
5
-
-
84958980379
-
Corporate reputation: the definitional landscape
-
Bamett, M. L., Jermier, J. M. and Lafferty, B. A. (2006), 'Corporate reputation: the definitional landscape', Corporate Reputation Review, Vol. 9, No. 1, pp. 26-38.
-
(2006)
Corporate Reputation Review
, vol.9
, Issue.1
, pp. 26-38
-
-
Bamett, M.L.1
Jermier, J.M.2
Lafferty, B.A.3
-
6
-
-
21244454824
-
The surprising economics of a people business
-
Barber, F. and Strack, R. (2005), 'The surprising economics of a people business', Harvard Business Review, Vol. 83, No. 6, pp. 80-91.
-
(2005)
Harvard Business Review
, vol.83
, Issue.6
, pp. 80-91
-
-
Barber, F.1
Strack, R.2
-
7
-
-
0026410890
-
A framework for marketing image management
-
Barich, H. and Kotler, P. (1991), 'A framework for marketing image management', Sloan Management Review, Vol. 32, No. 2, pp. 94-104.
-
(1991)
Sloan Management Review
, vol.32
, Issue.2
, pp. 94-104
-
-
Barich, H.1
Kotler, P.2
-
8
-
-
0032087407
-
Impulse buying: Modeling its precursors
-
Beatty, S. and Ferrell, M. E. (1998), 'Impulse buying: Modeling its precursors,' Journal of Retailing, Vol. 74, No. 2, pp. 169-191.
-
(1998)
Journal of Retailing
, vol.74
, Issue.2
, pp. 169-191
-
-
Beatty, S.1
Ferrell, M.E.2
-
9
-
-
18144422118
-
Creating the living brand
-
Bendapudi, N. and Bendapudi, V. (2005), 'Creating the living brand', Harvard Business Review, Vol. 83, No. 5, pp. 124-133.
-
(2005)
Harvard Business Review
, vol.83
, Issue.5
, pp. 124-133
-
-
Bendapudi, N.1
Bendapudi, V.2
-
10
-
-
1642321175
-
Clueing in the customers
-
Berry, L. and Bendapudi, N. (2003), 'Clueing in the customers', Harvard Business Review, Vol. 81, No. 2, pp. 100-106.
-
(2003)
Harvard Business Review
, vol.81
, Issue.2
, pp. 100-106
-
-
Berry, L.1
Bendapudi, N.2
-
11
-
-
0040675526
-
Managing the total customer experience
-
Berry, L. L., Carbone, L. P. and Haeckel, S. H. (2002), 'Managing the total customer experience', Sloan Management Review, Vol. 43, No. 3, pp. 85-90.
-
(2002)
Sloan Management Review
, vol.43
, Issue.3
, pp. 85-90
-
-
Berry, L.L.1
Carbone, L.P.2
Haeckel, S.H.3
-
12
-
-
0001926055
-
Servicescapes: The impact of physical surroundings on customers and employees
-
Bitner, M. J. (1992), 'Servicescapes: The impact of physical surroundings on customers and employees', Journal of Marketing, Vol. 56, No. 2, pp. 57-71.
-
(1992)
Journal of Marketing
, vol.56
, Issue.2
, pp. 57-71
-
-
Bitner, M.J.1
-
13
-
-
0001509822
-
-
Bagozzi, R. and Tybout, A. M. (eds.), Ann Arbor, MI: Association for Consumer Research
-
Bloch, P. H. and Richins, M. L. (1983), 'Shopping Without Purchase: An Investigation of Consumer Browsing Behavior', In: Bagozzi, R. and Tybout, A. M. (eds.), Vol. 10, pp. 389-393, Ann Arbor, MI: Association for Consumer Research.
-
(1983)
Shopping Without Purchase: An Investigation of Consumer Browsing Behavior
, vol.10
, pp. 389-393
-
-
Bloch, P.H.1
Richins, M.L.2
-
14
-
-
0001815785
-
Marketing Strategies and Organization Structures for Service Firms
-
Donnelly, J. H. and George, W. R. (eds.), Chicago: American Marketing Association
-
Booms, B. H. and Bitner, M. J. (1981), 'Marketing Strategies and Organization Structures for Service Firms', In: Donnelly, J. H. and George, W. R. (eds.), Marketing of Services, Chicago: American Marketing Association, pp. 47-52.
-
(1981)
Marketing of Services
, pp. 47-52
-
-
Booms, B.H.1
Bitner, M.J.2
-
16
-
-
33644622859
-
Identity, intended image, construed image, and reputation: An interdisciplinaryframework and suggested terminology
-
Brown, T. J., Dacin, P. A., Pratt, M. G. and Whetten, D. A. (2006), 'Identity, intended image, construed image, and reputation: An interdisciplinaryframework and suggested terminology', Journal of the Academy of Marketing Science, Vol. 34, No. 2, pp. 99-106.
-
(2006)
Journal of the Academy of Marketing Science
, vol.34
, Issue.2
, pp. 99-106
-
-
Brown, T.J.1
Dacin, P.A.2
Pratt, M.G.3
Whetten, D.A.4
-
17
-
-
33750975986
-
Driving loyalty: by managing the total customer experience
-
Calhoun, J. (2001), 'Driving loyalty: by managing the total customer experience', Ivey Business Journal, Vol. 65, No. 6, pp. 69-79.
-
(2001)
Ivey Business Journal
, vol.65
, Issue.6
, pp. 69-79
-
-
Calhoun, J.1
-
18
-
-
22544444309
-
Total customer experience drives value
-
Carbone, L. P. (1998), 'Total customer experience drives value', Management Review, Vol. 87, No. 7, p. 62.
-
(1998)
Management Review
, vol.87
, Issue.7
, pp. 62
-
-
Carbone, L.P.1
-
19
-
-
84986065191
-
Corporate reputation: concept and measurement
-
Caruana, A. (1997), 'Corporate reputation: concept and measurement', Journal of Product and Brand Management, Vol. 6, No. 2, pp. 109-18.
-
(1997)
Journal of Product and Brand Management
, vol.6
, Issue.2
, pp. 109-118
-
-
Caruana, A.1
-
20
-
-
29144486542
-
Corporate reputation: Meaning and measurement
-
Chun, R. (2005), 'Corporate reputation: Meaning and measurement', International Journal of Management Reviews, Vol. 7, No. 2, pp. 91-09.
-
(2005)
International Journal of Management Reviews
, vol.7
, Issue.2
, pp. 91-99
-
-
Chun, R.1
-
21
-
-
84993063564
-
Customer care versus customer count
-
Clutterbuck, D. and Goldsmith, W. (1998), 'Customer care versus customer count', Managing Service Quality, Vol. 8, No. 5, pp. 327-341.
-
(1998)
Managing Service Quality
, vol.8
, Issue.5
, pp. 327-341
-
-
Clutterbuck, D.1
Goldsmith, W.2
-
22
-
-
10944242058
-
Crisis Management: Advantages of a Relational Perspective
-
Leding-ham, J. A. and Bruning, S. D. (eds.), Lawrence Erlbaum Associates, Inc
-
Coombs, T. (2000), 'Crisis Management: Advantages of a Relational Perspective', In: Leding-ham, J. A. and Bruning, S. D. (eds.), Public Relations as Relationship Management: A Relational Approach to Public Relations, Lawrence Erlbaum Associates, Inc.
-
(2000)
Public Relations as Relationship Management: A Relational Approach to Public Relations
-
-
Coombs, T.1
-
24
-
-
77955796020
-
Clear definitions in identity, image and reputation
-
Da Camara, N. (2006), 'Clear definitions in identity, image and reputation', Henley Manager Update, Vol. 18, No. 2, pp. 9-17.
-
(2006)
Henley Manager Update
, vol.18
, Issue.2
, pp. 9-17
-
-
Da Camara, N.1
-
26
-
-
84954986630
-
What's in an image?
-
Dichter, E. (1985), 'What's in an image?', Journal of Consumer Marketing, Vol. 2, No. 1, pp. 75-81.
-
(1985)
Journal of Consumer Marketing
, vol.2
, Issue.1
, pp. 75-81
-
-
Dichter, E.1
-
27
-
-
0001951371
-
Store atmosphere: An environmental psychology approach
-
Donovan, R. J. and Rossiter, J. R. (1982), 'Store atmosphere: An environmental psychology approach', Journal of Retailing, Vol. 58, No. 1, pp. 34-57.
-
(1982)
Journal of Retailing
, vol.58
, Issue.1
, pp. 34-57
-
-
Donovan, R.J.1
Rossiter, J.R.2
-
28
-
-
38249029334
-
Measuring corporate images: a review of alternative approaches
-
Dowling, G. R. (1988), 'Measuring corporate images: a review of alternative approaches', Journal of Business Research, Vol. 17, No. 1, pp. 27-34.
-
(1988)
Journal of Business Research
, vol.17
, Issue.1
, pp. 27-34
-
-
Dowling, G.R.1
-
29
-
-
0000539567
-
What's in a name? Reputation building and corporate strategy
-
Fombrun, C. and Shanley, M. (1990), 'What's in a name? Reputation building and corporate strategy', Academy of Management Journal, Vol. 33, No. 2, pp. 233-58.
-
(1990)
Academy of Management Journal
, vol.33
, Issue.2
, pp. 233-258
-
-
Fombrun, C.1
Shanley, M.2
-
32
-
-
0034557313
-
Customer poaching and brand switching
-
Fudenberg, D. (2000), 'Customer poaching and brand switching', The Rand Journal of Economics, Vol. 31, No. 4, pp. 634-57.
-
(2000)
The Rand Journal of Economics
, vol.31
, Issue.4
, pp. 634-657
-
-
Fudenberg, D.1
-
33
-
-
84986164006
-
Customer experience places: the new offering frontier
-
Gilmore, J. H. and Pine, J. B. II (2002), 'Customer experience places: the new offering frontier', Strategy and Leadership, Vol. 30, No. 4, pp. 4-11.
-
(2002)
Strategy and Leadership
, vol.30
, Issue.4
, pp. 4-11
-
-
Gilmore, J.H.1
Pine J.B. II2
-
35
-
-
77955782165
-
Beschwerdepolitik unter Kosten/Nutzen-Gesichtspunkten - Lernmöglichkeiten aus den U.S.A
-
Hansen, U. and Schoenheit, S. (eds.), Wiesbaden: Vahlem
-
Goodman, J.A., Malech, A.R. and Marra, T.R. (1987), Beschwerdepolitik unter Kosten/Nutzen-Gesichtspunkten - Lernmöglichkeiten aus den U.S.A.', in: Hansen, U. and Schoenheit, S. (eds.), Beschwerdemanagement, Wiesbaden: Vahlem.
-
(1987)
Beschwerdemanagement
-
-
Goodman, J.A.1
Malech, A.R.2
Marra, T.R.3
-
36
-
-
84986170624
-
Corporate reputation: seeking a definition
-
Gotsi, M. and Wilson, A.M. (2001), 'Corporate reputation: seeking a definition', Corporate Communications: An International Journal, Vol. 6, No. 1, pp. 24-30.
-
(2001)
Corporate Communications: An International Journal
, vol.6
, Issue.1
, pp. 24-30
-
-
Gotsi, M.1
Wilson, A.M.2
-
37
-
-
0000802042
-
Managing image and corporate reputation
-
Gray, E. R. and Balmer, J. M. T. (1998), 'Managing image and corporate reputation', Long Range Planning, Vol. 31, No. 5, pp. 685-92.
-
(1998)
Long Range Planning
, vol.31
, Issue.5
, pp. 685-692
-
-
Gray, E.R.1
Balmer, J.M.T.2
-
39
-
-
84990328572
-
On defining marketing: Finding a new roadmap for marketing
-
Grönroos, C. (2006), 'On defining marketing: Finding a new roadmap for marketing', Marketing Theory, Vol. 6, No. 4, pp. 395-417.
-
(2006)
Marketing Theory
, vol.6
, Issue.4
, pp. 395-417
-
-
Grönroos, C.1
-
40
-
-
77955815573
-
Moving from inside-out marketing to customer-centric marketing: Adopting a promises management approach
-
Aberdeen
-
Grönroos, C. (2008), 'Moving from inside-out marketing to customer-centric marketing: Adopting a promises management approach', Keynote address at the Annual Conference of the Academy of Marketing, Aberdeen.
-
(2008)
Keynote address at the Annual Conference of the Academy of Marketing
-
-
Grönroos, C.1
-
41
-
-
77955804853
-
-
Paper presented at the PRSA Educator's Academy5th Annual International InterdisciplinaryPublic Relations Research Conference, Miami
-
Grunig, J. and Hung, C. (2002), The effect of relationships on reputation and reputation on relationships: a cognitive, behavioural study, Paper presented at the PRSA Educator's Academy5th Annual International InterdisciplinaryPublic Relations Research Conference, Miami.
-
(2002)
The effect of relationships on reputation and reputation on relationships: a cognitive, behavioural study
-
-
Grunig, J.1
Hung, C.2
-
42
-
-
0002743535
-
Atmospheric Segmentation: Managing Store Image With Background Music
-
Acrol, R. and Mitchell, A. (eds.), Chicago: American Marketing Association
-
Gulas, C. S. and Schewe, C. D. (1994), 'Atmospheric Segmentation: Managing Store Image With Background Music', In: Acrol, R. and Mitchell, A. (eds.), Enhancing Knowledge Development in Marketing, Chicago: American Marketing Association.
-
(1994)
Enhancing Knowledge Development in Marketing
-
-
Gulas, C.S.1
Schewe, C.D.2
-
43
-
-
0001827668
-
The Contextual and Dialectical Nature of Experiences
-
Fitzsimmons, J. and Fitzsimmons, M. (eds.), Sage
-
Gupta, S. and Vajic, M. (1999), 'The Contextual and Dialectical Nature of Experiences', In: Fitzsimmons, J. and Fitzsimmons, M. (eds.), New Service Development - Creating Memorable Experiences, Sage.
-
(1999)
New Service Development - Creating Memorable Experiences
-
-
Gupta, S.1
Vajic, M.2
-
44
-
-
34249707774
-
Emotional interactions: the frontier of the customer-focused enterprise
-
Heffernan, R. and LaValle, S. (2007), 'Emotional interactions: the frontier of the customer-focused enterprise', Strategy & Leadership, Vol. 35, No. 3, pp. 38-49.
-
(2007)
Strategy & Leadership
, vol.35
, Issue.3
, pp. 38-49
-
-
Heffernan, R.1
LaValle, S.2
-
45
-
-
0002292618
-
A model of reputation building and destruction
-
Herbig, P., Milewicz, J. and Golden, J. (1994), 'A model of reputation building and destruction', Journal of Business Research, Vol. 31, No.1, pp. 23-31.
-
(1994)
Journal of Business Research
, vol.31
, Issue.1
, pp. 23-31
-
-
Herbig, P.1
Milewicz, J.2
Golden, J.3
-
46
-
-
84950100630
-
The relationship of reputation and credibilityto brand success
-
Herbig, P. and Milewicz, J. (1993), 'The relationship of reputation and credibilityto brand success', Journal of Consumer Marketing, Vol. 10, No. 1, pp. 5-10.
-
(1993)
Journal of Consumer Marketing
, vol.10
, Issue.1
, pp. 5-10
-
-
Herbig, P.1
Milewicz, J.2
-
47
-
-
0036922007
-
Product experience is seductive
-
Hoch, S. J. (2002), 'Product experience is seductive', Journal of Consumer Research, Vol. 29, No. 3, pp. 448-54.
-
(2002)
Journal of Consumer Research
, vol.29
, Issue.3
, pp. 448-454
-
-
Hoch, S.J.1
-
49
-
-
0031180320
-
Discovering new points of differentiation
-
Macmillan, I. C. and McGrath, R. G. (1997), 'Discovering new points of differentiation', Harvard Business Review, Vol. 75, No. 4, pp. 133-42.
-
(1997)
Harvard Business Review
, vol.75
, Issue.4
, pp. 133-142
-
-
Macmillan, I.C.1
McGrath, R.G.2
-
50
-
-
2942573693
-
Successful business relationships
-
MacMillan, K., Money, K. and Downing, S. (2000), 'Successful business relationships', Journal of General Management, Vol. 26, No. 1, pp. 69-83.
-
(2000)
Journal of General Management
, vol.26
, Issue.1
, pp. 69-83
-
-
MacMillan, K.1
Money, K.2
Downing, S.3
-
51
-
-
85029264173
-
Reputation in relationships: measuring experiences, emotions and behaviours
-
MacMillan, K., Money, K., Downing, S. and Hillenbrand, C. (2005), 'Reputation in relationships: measuring experiences, emotions and behaviours', Corporate Reputation Review, Vol. 8, No. 3, pp. 214-32.
-
(2005)
Corporate Reputation Review
, vol.8
, Issue.3
, pp. 214-232
-
-
MacMillan, K.1
Money, K.2
Downing, S.3
Hillenbrand, C.4
-
52
-
-
84986090703
-
Towards a framework for managing corporate identity
-
Markwick, N. and Fill, C. (1997), 'Towards a framework for managing corporate identity', European Journal of Marketing, Vol. 31, No. 5/6, pp. 396-409.
-
(1997)
European Journal of Marketing
, vol.31
, Issue.5 6
, pp. 396-409
-
-
Markwick, N.1
Fill, C.2
-
53
-
-
12144250663
-
Customer value-chain involvement for co-creating customer delight
-
Mascarenhas, O. A., Kesavan, R. and Bernacchi, M. D. (2004), 'Customer value-chain involvement for co-creating customer delight', The Journal of Consumer Marketing, Vol. 21, No. 7, pp. 486-96.
-
(2004)
The Journal of Consumer Marketing
, vol.21
, Issue.7
, pp. 486-496
-
-
Mascarenhas, O.A.1
Kesavan, R.2
Bernacchi, M.D.3
-
54
-
-
33751011912
-
Lasting customer loyalty: a total customer experience approach
-
Mascarenhas, O. A., Kesavan, R. and Bernacchi, M. (2006), 'Lasting customer loyalty: a total customer experience approach', Journal of Consumer Marketing, Vol. 23, No. 7, pp. 397-405.
-
(2006)
Journal of Consumer Marketing
, vol.23
, Issue.7
, pp. 397-405
-
-
Mascarenhas, O.A.1
Kesavan, R.2
Bernacchi, M.3
-
55
-
-
0010637530
-
What image do you project
-
Mason, J. C. (1993), 'What image do you project', Management Review, No. 82, No. 11, pp. 10-15.
-
(1993)
Management Review
, vol.82
, Issue.11
, pp. 10-15
-
-
Mason, J.C.1
-
56
-
-
0346607105
-
Exploring the role of alternative perceived performance measures and needs-congruencyin the consumer satisfaction process
-
Mattila, A. and Wirtz, J. (2001), 'Exploring the role of alternative perceived performance measures and needs-congruencyin the consumer satisfaction process', Journal of Consumer Psychology, Vol. 11, No. 3, pp. 181-192.
-
(2001)
Journal of Consumer Psychology
, vol.11
, Issue.3
, pp. 181-192
-
-
Mattila, A.1
Wirtz, J.2
-
57
-
-
0036001749
-
Building brand community
-
McAlexander, J. H., Schouten, J. W. and Koenig, H. F. (2002), 'Building brand community', Journal of Marketing, Vol. 66, No. 1, pp. 38-54.
-
(2002)
Journal of Marketing
, vol.66
, Issue.1
, pp. 38-54
-
-
McAlexander, J.H.1
Schouten, J.W.2
Koenig, H.F.3
-
59
-
-
14844285324
-
Market busting: Strategies for exceptional business growth
-
McGrath, R. G. and Macmillan, I. C. (2005), 'Market busting: Strategies for exceptional business growth', Harvard Business Review, Vol. 83, No. 3, pp. 80-89.
-
(2005)
Harvard Business Review
, vol.83
, Issue.3
, pp. 80-89
-
-
McGrath, R.G.1
Macmillan, I.C.2
-
60
-
-
0034089861
-
Experience design
-
McLellan, H. (2000), 'Experience design', Cyberpsychology & Behavior, Vol. 3, No. 1, pp. 59-69.
-
(2000)
Cyberpsychology & Behavior
, vol.3
, Issue.1
, pp. 59-69
-
-
McLellan, H.1
-
61
-
-
0002402225
-
Using background music to affect the behavior of supermarket shoppers
-
Milliman, R. E. (1982), 'Using background music to affect the behavior of supermarket shoppers', Journal of Marketing, Vol. 46, No. 3, pp. 86-91.
-
(1982)
Journal of Marketing
, vol.46
, Issue.3
, pp. 86-91
-
-
Milliman, R.E.1
-
62
-
-
25144463089
-
Building loyalty in business markets
-
Narayandas, D. (2005), 'Building loyalty in business markets', Harvard Business Review, Vol. 83, No. 9, pp. 131-139.
-
(2005)
Harvard Business Review
, vol.83
, Issue.9
, pp. 131-139
-
-
Narayandas, D.1
-
63
-
-
1942523766
-
Corporate image and corporate reputation in customers retention decisions in services
-
Nguyen, N. and Leblanc, G. (2001), 'Corporate image and corporate reputation in customers' retention decisions in services', Journal of Retailing and Consumer Services, Vol. 8, No. 4, pp. 227-236.
-
(2001)
Journal of Retailing and Consumer Services
, vol.8
, Issue.4
, pp. 227-236
-
-
Nguyen, N.1
Leblanc, G.2
-
65
-
-
17744366586
-
The unhappy shopper, a retail experience: exploring fashion, fit and affordability
-
Otieno, R. Harrow, C. and Lea-Greenwood, G. (2005), 'The unhappy shopper, a retail experience: exploring fashion, fit and affordability', International Journal of Retail & Distribution Management, Vol. 33, No. 4, pp. 298-309.
-
(2005)
International Journal of Retail & Distribution Management
, vol.33
, Issue.4
, pp. 298-309
-
-
Otieno, R.1
Harrow, C.2
Lea-Greenwood, G.3
-
66
-
-
48749100159
-
Diagnosing the relationship between corporate reputation and retail patronage
-
Ou, W.-M. and Abratt, R. (2006), 'Diagnosing the relationship between corporate reputation and retail patronage', Corporate Reputation Review, Vol. 9, No. 4, pp. 243-257.
-
(2006)
Corporate Reputation Review
, vol.9
, Issue.4
, pp. 243-257
-
-
Ou, W.-M.1
Abratt, R.2
-
67
-
-
33748170712
-
Determinants of retail patronage: A meta-analytical perspective
-
Pan, Y. and Zinkhan, G. M. (2006), 'Determinants of retail patronage: A meta-analytical perspective', Journal of Retailing, Vol. 82, No. 3, pp. 229-243.
-
(2006)
Journal of Retailing
, vol.82
, Issue.3
, pp. 229-243
-
-
Pan, Y.1
Zinkhan, G.M.2
-
69
-
-
0032109515
-
Welcome to the experience economy
-
Pine, J. B. II and Gilmore, J. H. (1998), 'Welcome to the experience economy', Harvard Business Review, Vol. 76, No. 4, pp. 97-106.
-
(1998)
Harvard Business Review
, vol.76
, Issue.4
, pp. 97-106
-
-
Pine J.B.II1
Gilmore, J.H.2
-
70
-
-
20444439183
-
Abilityof experience design elements to elicit emotions and loyalty behaviors
-
Pullman, M. E. and Gross, M. A. (2004), 'Abilityof experience design elements to elicit emotions and loyalty behaviors', Decision Sciences, Vol. 35, No. 3, pp. 551-578.
-
(2004)
Decision Sciences
, vol.35
, Issue.3
, pp. 551-578
-
-
Pullman, M.E.1
Gross, M.A.2
-
71
-
-
84998937359
-
The image cascade and the formation of corporate reputations
-
Rindova, V. P. (1997), 'The image cascade and the formation of corporate reputations', Corporate Reputation Review, Vol. 1, No. 1/No. 2, pp. 188-94.
-
(1997)
Corporate Reputation Review
, vol.1
, Issue.1 2
, pp. 188-194
-
-
Rindova, V.P.1
-
72
-
-
84986076987
-
Measuring total customer experience in museums
-
Rowley, J. (1999), 'Measuring total customer experience in museums', International Journal of Contemporary Hospitality Management, Vol. 11, No. 6, pp. 303-310.
-
(1999)
International Journal of Contemporary Hospitality Management
, vol.11
, Issue.6
, pp. 303-310
-
-
Rowley, J.1
-
73
-
-
0442309099
-
Where do reputations come from?
-
Saxton, K. (1998), 'Where do reputations come from?', Corporate Reputation Review, Vol. 1, No. 4, pp. 393-399.
-
(1998)
Corporate Reputation Review
, vol.1
, Issue.4
, pp. 393-399
-
-
Saxton, K.1
-
74
-
-
33645681486
-
Manage customer-centric innovation - systematically
-
Selden, L. and Macmillan, I. C. (2006), 'Manage customer-centric innovation - systematically', Harvard Business Review, Vol. 84, No. 4, pp. 108-116.
-
(2006)
Harvard Business Review
, vol.84
, Issue.4
, pp. 108-116
-
-
Selden, L.1
Macmillan, I.C.2
-
77
-
-
34848921825
-
Relationships are reputation
-
Spencer, C. (2005), 'Relationships are reputation', SCM, Vol. 9, No. 4, p. 9.
-
(2005)
SCM
, vol.9
, Issue.4
, pp. 9
-
-
Spencer, C.1
-
78
-
-
77955835261
-
-
Stamford, CT: Gartner, Inc
-
Thompson, E. and Kolsky, E. (2004), How to Approach Customer Experience Management, Stamford, CT: Gartner, Inc.
-
(2004)
How to Approach Customer Experience Management
-
-
Thompson, E.1
Kolsky, E.2
-
79
-
-
84990385468
-
Social-servicescape conceptual model
-
Tombs, A. and McColl-Kennedy, J. R. (2003), 'Social-servicescape conceptual model', Marketing Theory, Vol. 3, No. 4, pp. 447-475.
-
(2003)
Marketing Theory
, vol.3
, Issue.4
, pp. 447-475
-
-
Tombs, A.1
McColl-Kennedy, J.R.2
-
80
-
-
3042631315
-
Linking retail strategy, atmospheric design and shopping behaviour
-
Turley, L. W. and Chebat, J-C. (2002), 'Linking retail strategy, atmospheric design and shopping behaviour', Journal of Marketing Management, Vol. 18, pp. 125-144.
-
(2002)
Journal of Marketing Management
, vol.18
, pp. 125-144
-
-
Turley, L.W.1
Chebat, J.-C.2
-
81
-
-
0034239366
-
Atmospheric effects on shopping behaviour: A review of the experimental evidence
-
Turley, L. W. and Milliman, R. E. (2000), 'Atmospheric effects on shopping behaviour: A review of the experimental evidence', Journal of Business Research, Vol. 49, No. 2, pp. 193-211.
-
(2000)
Journal of Business Research
, vol.49
, Issue.2
, pp. 193-211
-
-
Turley, L.W.1
Milliman, R.E.2
-
82
-
-
0033823333
-
Aesthetic labour in interactive service work: Some case studyevidence from new Glasgow
-
Warhurst, C., Nickson, D., Witz, A. and Cullen, M. (2000), 'Aesthetic labour in interactive service work: Some case studyevidence from 'new' Glasgow', The Service Industries Journal, Vol. 20, No. 3, pp. 1-18.
-
(2000)
The Service Industries Journal
, vol.20
, Issue.3
, pp. 1-18
-
-
Warhurst, C.1
Nickson, D.2
Witz, A.3
Cullen, M.4
-
84
-
-
0347935713
-
The customers burden
-
Wyner, G. (2000), 'The customer's burden', Marketing Management, Vol. 9, No. 1, pp. 6-7.
-
(2000)
Marketing Management
, vol.9
, Issue.1
, pp. 6-7
-
-
Wyner, G.1
-
85
-
-
0010150737
-
The effects of information and company reputation on intentions to buya business service
-
Yoon, E., Guffey, H. G. and Kijewski, V. (1993), 'The effects of information and company reputation on intentions to buya business service', Journal of Business Research, Vol. 27, No. 3, pp. 215-228.
-
(1993)
Journal of Business Research
, vol.27
, Issue.3
, pp. 215-228
-
-
Yoon, E.1
Guffey, H.G.2
Kijewski, V.3
|