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Lerzan Aksoy · Study
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Author
Lerzan Aksoy
37 works
· latest 2023
· 2 institutions
cluster: provisional
ORCID 0000-0002-0264-3275
Works
37 shown
Sustainable Service
Journal of Service Research
·
2023
·
3 authors
·
Open access
15
citations
Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation
Journal of service management
·
2022
·
5 authors
·
Open access
61
citations
Marketing’s role in multi-stakeholder engagement
International Journal of Research in Marketing
·
2021
·
4 authors
53
citations
The practitioners’ path to customer loyalty: Memorable experiences or frictionless experiences?
Journal of Retailing and Consumer Services
·
2020
·
4 authors
48
citations
Service Safety in the Pandemic Age
Journal of Service Research
·
2020
·
4 authors
·
editorial
·
Open access
110
citations
More than a feeling? Toward a theory of customer delight
Journal of service management
·
2020
·
5 authors
·
Open access
80
citations
Customer experience driven business model innovation
Journal of Business Research
·
2019
·
7 authors
·
Open access
308
citations
Social innovation in service: a conceptual framework and research agenda
Journal of service management
·
2019
·
5 authors
108
citations
Future scenarios of the collaborative economy
Journal of service management
·
2018
·
7 authors
·
Open access
50
citations
Customer engagement in a Big Data world
Journal of Services Marketing
·
2017
·
9 authors
·
Open access
225
citations
Conducting service research that matters
Journal of Services Marketing
·
2015
·
7 authors
·
Open access
37
citations
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
·
2015
·
6 authors
82
citations
A Five-Component Customer Commitment Model
Journal of Service Research
·
2015
·
4 authors
85
citations
Perceptions are relative
Journal of service management
·
2015
·
7 authors
59
citations
Service Failure Severity, Customer Satisfaction, and Market Share
Journal of Service Research
·
2014
·
4 authors
100
citations
The High Price of Customer Satisfaction
Dialnet (Universidad de la Rioja)
·
2014
·
4 authors
58
citations
A longitudinal examination of customer commitment and loyalty
Journal of service management
·
2014
·
5 authors
81
citations
How do you measure what you can't define?
Journal of service management
·
2013
·
1 author
89
citations
Data‐driven services marketing in a connected world
Journal of service management
·
2013
·
6 authors
123
citations
A Cross-national Investigation of the Satisfaction and Loyalty Linkage for Mobile Telecommunications Services across Eight Countries
Journal of Interactive Marketing
·
2012
·
4 authors
95
citations
An investigation of the cross-national determinants of customer satisfaction
Journal of the Academy of Marketing Science
·
2010
·
4 authors
117
citations
Undervalued or Overvalued Customers: Capturing Total Customer Engagement Value
Journal of Service Research
·
2010
·
6 authors
·
Open access
1,381
citations
The Relationship of Employee Perceptions of Organizational Climate to Business-Unit Outcomes
Journal of Service Research
·
2009
·
4 authors
·
Open access
49
citations
The Long-Term Stock Market Valuation of Customer Satisfaction
Journal of Marketing
·
2008
·
5 authors
255
citations
Approaches to Customer Segmentation
Journal of Relationship Marketing
·
2008
·
3 authors
104
citations
Linking Customer Loyalty to Growth
MIT Sloan Management Review
·
2008
·
4 authors
82
citations
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet
Managing Service Quality
·
2007
·
4 authors
407
citations
A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics
Journal of Marketing
·
2007
·
4 authors
286
citations
Dimensionality of individualism–collectivism and measurement equivalence of Triandis and Gelfand’s scale
Journal of Business and Psychology
·
2006
·
2 authors
80
citations
Approaches to the Measurement and Management of Customer Value
Journal of Relationship Marketing
·
2006
·
3 authors
18
citations
Call center satisfaction and customer retention in a co‐branded service context
Managing Service Quality
·
2006
·
5 authors
48
citations
Reexamining the link between employee satisfaction and store performance in a retail environment
International Journal of Service Industry Management
·
2006
·
5 authors
33
citations
Managing through rose-colored glasses
Dialnet (Universidad de la Rioja)
·
2006
·
3 authors
15
citations
A Multivariate and Latent Class Analysis of Consumer Decision Quality Measures in an E-Service Context
SSRN Electronic Journal
·
2006
·
2 authors
·
preprint
·
Open access
5
citations
Does customer satisfaction lead to profitability?
Managing Service Quality
·
2005
·
4 authors
93
citations
Actual Purchase as a Proxy for Share of Wallet
Journal of Service Research
·
2004
·
4 authors
79
citations
Embedding Brands Within Media Content: The Impact of Message, Media, and Consumer Characteristics on Placement Efficacy
·
2003
·
3 authors
44
citations