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The effects of relationship length on customer profitability after a service recovery
16 references·2 citing·50 second hopsampled
The effects of relationship length on customer profitability after a service recovery (2019)The effects of relationship length on cus…Institutions and axioms: an extension and update of service-dominant logic (2015)Institutions and axioms: an e…A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes (2014)A Meta-Analysis of Relationsh…A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2010)A Meta-Analysis of Organizati…When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009)When Customer Love Turns into…The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development (2009)The differing and mediating r…A meta-analysis of satisfaction with complaint handling in services (2009)A meta-analysis of satisfacti…Cross-buying in retailing: Drivers and consequences (2008)Cross-buying in retailing: Dr…Testing a Life-Cycle Theory of Cooperative Interorganizational Relationships: Movement Across Stages and Performance (2007)Testing a Life-Cycle Theory o…Customer betrayal and retaliation: when your best customers become your worst enemies (2007)Customer betrayal and retalia…The effects of relationship quality on customer retaliation (2006)The effects of relationship q…How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach (2005)How Organizational Complaint …The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration (2003)The Impact of Customer Relati…Cross-selling through database marketing: a mixed data factor analyzer for data augmentation and prediction (2003)Cross-selling through databas…The impact of satisfaction and payment equity on cross-buying (2001)The impact of satisfaction an…Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions (2001)Service recovery's influence …Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Relationship Quality in Servi…Cross‐category revenue spillover in brand extensions: The role of within‐category experience (2023)Cross‐category revenue spillo…Is service recovery of equal importance for private vs public complainers? 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References

  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
  • 2015Institutions and axioms: an extension and update of service-dominant logic3,692 cited
  • 2003The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration1,163 cited
  • 2009When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance980 cited
  • 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions939 cited
  • 2007Customer betrayal and retaliation: when your best customers become your worst enemies808 cited
  • 2005How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach771 cited
  • 2010A Meta-Analysis of Organizational Complaint Handling and Customer Responses479 cited
  • 2006The effects of relationship quality on customer retaliation453 cited
  • 2009The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development436 cited
  • 2009A meta-analysis of satisfaction with complaint handling in services375 cited
  • 2003Cross-selling through database marketing: a mixed data factor analyzer for data augmentation and prediction336 cited
  • 2007Testing a Life-Cycle Theory of Cooperative Interorganizational Relationships: Movement Across Stages and Performance318 cited

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  • 2014A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes279 cited
  • 2001The impact of satisfaction and payment equity on cross-buying276 cited
  • 2008Cross-buying in retailing: Drivers and consequences184 cited
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    • 2022Is service recovery of equal importance for private vs public complainers?20 cited
    • 2023Cross‐category revenue spillover in brand extensions: The role of within‐category experience8 cited