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31
A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics
A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics
Bruce Cooil, | American Marketing Association | 2007 ,
32
Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships
Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships
Thorsten Hennig-Thurau, | American Marketing Association | 2006 ,
33
Valuing the Real Option of Abandoning Unprofitable Customers When Calculating Customer Lifetime Value
Valuing the Real Option of Abandoning Unprofitable Customers When Calculating Customer Lifetime Value
Michael Haenlein, | American Marketing Association | 2006 ,
34
The Evolution of Loyalty Intentions
The Evolution of Loyalty Intentions
Michael D. Johnson, | American Marketing Association | 2006 ,
35
Customer Portfolio Management : Toward a Dynamic Theory of Exchange Relationships
Customer Portfolio Management : Toward a Dynamic Theory of Exchange Relationships
Michael D. Johnson, | American Marketing Association | 2004 ,
36
Antecedents and Consequences of Marketing Managers' Conflict-Handling Behaviors
Antecedents and Consequences of Marketing Managers' Conflict-Handling Behaviors
X. Michael Song, | American Marketing Association | 2000 ,
37
Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees
Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees
Michael D. Hartline, | American Marketing Association | 2000 ,
38
Cross-Unit Competition for a Market Charter : The Enduring Influence of Structure
Cross-Unit Competition for a Market Charter : The Enduring Influence of Structure
Mark B. Houston, | American Marketing Association | 2001 ,
39
Some New Thoughts on Conceptualizing Perceived Service Quality : A Hierarchical Approach
Some New Thoughts on Conceptualizing Perceived Service Quality : A Hierarchical Approach
Michael K. Brady and J. Joseph Cronin Jr., | American Marketing Association | 2001 ,
40
Selection of model parameters for off-line parameter estimation
Selection of model parameters for off-line parameter estimation
Rujun Li, | Institute of Electrical and Electronics Engineers | 2004 ,
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