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Customer Heterogeneity in Service Management

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References

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2004A Mathematical Model of Service Failure and Recovery Strategies*101 cited
2008The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers

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2020Service quality dimensions as predictors of customer satisfaction and loyalty in the banking industry: moderating effects of gender91 cited

2003MODELING CUSTOMER SATISFACTION IN TELECOMMUNICATIONS: ASSESSING THE EFFECTS OF MULTIPLE TRANSACTION POINTS ON THE PERCEIVED OVERALL PERFORMANCE OF THE PROVIDER87 cited

2008Who Wants a Relationship Anyway?86 cited

2007High tech, high touch: The effect of employee skills and customer heterogeneity on customer satisfaction with enterprise system support services76 cited

2004Customer Satisfaction Across Organizational Units68 cited

2011Mobile Phone Feature Preferences, Customer Satisfaction and Repurchase Intent among Male Users68 cited

2021Relational Dynamics between Customer Engagement, Brand Experience, and Customer Loyalty: An Empirical Investigation61 cited

2001Assessing the Use of Regression Analysis in Examining Service Recovery in the Insurance Industry: Relating Service Quality, Customer Satisfaction, and Customer Trust58 cited

2004Retaining and divesting customers: an exploratory study of right customers, “at‐risk” right customers, and wrong customers54 cited

2021Improving Business-to-Business Customer Satisfaction Programs: Assessment of Asymmetry, Heterogeneity, and Financial Impact43 cited

2007Explaining Market Heterogeneity in Terms of Value Perceptions34 cited

2006Customer requirements segmentation (CRS): A prerequisite technique for quality function deployment (QFD)31 cited

2019Interactivity in online pension planners enhances engagement with retirement planning – but not for everyone23 cited

2011Practice Prize Paper—Applying a Dynamic Model of Consumer Choice to Guide Brand Development at Jetstar Airways13 cited