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The effects of relationship length on customer profitability after a service recovery · Study

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ArticleThe effects of relationship length on customer profitability after a service recovery

Mathieu Béal2019

Article2019

The effects of relationship length on customer profitability after a service recovery

Mathieu Béal · William Sabadie · Yany Grégoire

20 citations·0/0 files stored·Marketing Letters

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Customer Service Quality and Loyalty Service and Product Innovation Customer churn and segmentation

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References

1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective 2015Institutions and axioms: an extension and update of service-dominant logic 2003The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration 2009When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions 2007Customer betrayal and retaliation: when your best customers become your worst enemies 2005How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach 2010A Meta-Analysis of Organizational Complaint Handling and Customer Responses

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2022Is service recovery of equal importance for private vs public complainers?2023Cross‐category revenue spillover in brand extensions: The role of within‐category experience

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Details

Year2019

Typearticle

Published2019-11-19

VenueMarketing Letters

ISSN-L0923-0645

Languageen

Citations20

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/s11002-019-09505-8

openalex_workW2990102901

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