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Gratitude in relationship marketing

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References

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3,239 cited

1994Analysis and Interpretation of Qualitative Data in Consumer Research2,938 cited

Cited by

2014The role of customer gratitude in making relationship marketing investments successful80 cited
2016When Frontline Employee Behavior Backfires78 cited
2016The road to recovery: Overcoming service failures through positive emotions71 cited
2016Powerful or powerless customers: the influence of gratitude on engagement with CSR65 cited
2017Examining the antecedents and consequences of gratitude53 cited
2020Relationships among employee acting, customer-perceived service quality, emotional well-being and value co-creation52 cited
2017How Gratitude Influences Customer Word-Of-Mouth Intentions and Involvement: The Mediating Role of Affective Commitment49 cited
2016Gratitude in service encounters: implications for building loyalty46 cited
2015B2B Channel Partner Programs: Disentangling Indebtedness from Gratitude43 cited
2023A social exchange perspective on boosting customer loyalty through culturally competent servers41 cited
2017Gratitude in buyer-seller relationships: a dyadic investigation41 cited
2021An extended reciprocity cycle of gratitude: How gratitude strengthens existing and initiates new customer relationships39 cited
2020Does affective evaluation matter for the success of university-industry collaborations? A sentiment analysis of university-industry collaborative project reports36 cited
2017Gratitude mediates consumer responses to marketing communications36 cited
2016The role of customer gratitude in relationship marketing: moderation and model validation35 cited
2020When do frontline service employees feel more grateful?34 cited