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Cited by

• 2012The impact of unprofitable customer abandonment on current customers' exit, voice, and loyalty intentions: an empirical analysis46 cited
• 2017The ugly side of customer management – Consumer reactions to firm-initiated contract terminations39 cited
• 2019The impact of unprofitable customer management strategies on shareholder value30 cited
• 2015Outward-looking and future-oriented customer value potential management: The sales force value appropriation role26 cited
• 2015Driving shareholder value with customer asset management: Moving beyond customer lifetime value23 cited
• 2012Service recovery following dysfunctional consumer participation21 cited
• 2019How personality traits, employee incompetence and consumer similarity influence shoplifting behavior19 cited
• 2012Variety is the Spice of Innovation: Mediating Factors in the Service Idea Generation Process17 cited
• 2019Customers’ reactions to different organizational tactics in a service termination context17 cited
• 2019Time-Driven Activity-Based Costing Systems for Marketing Decisions14 cited
• 2020Does seeing bad make you do good? How witnessing retail transgressions influence responses to cause marketing offers12 cited
• 2013Managing portfolios of interconnected customers: evidence from Russian B2B market12 cited
• 2011A mixture model to estimate customer value for e‐services