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Exploring the role of service touchpoints on the path to financial, behavioral and relational customer outcomes: insights from a B2B service context
16 references·0 citing·44 second hop
Exploring the role of service touchpoints on the path to financial, behavioral and relational customer outcomes: insights from a B2B service context (2021)Exploring the role of service touchpoints…Understanding Customer Experience Throughout the Customer Journey (2016)Understanding Customer Experi…Towards a Better Measure of Customer Experience (2013)Towards a Better Measure of C…Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting (2011)Multilevel Service Design: Fr…Service Design for Experience-Centric Services (2009)Service Design for Experience…A Hierarchical Model of Health Service Quality (2007)A Hierarchical Model of Healt…Relationship quality as a predictor of B2B customer loyalty (2006)Relationship quality as a pre…Social Exchange Theory: An Interdisciplinary Review (2005)Social Exchange Theory: An In…Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Customer Value, Satisfaction,…The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration (2003)The Impact of Customer Relati…E‐service quality: a model of virtual service quality dimensions (2003)E‐service quality: a model of…Social Exchange Theory and Research on Business-to-Business Relational Exchange (2001)Social Exchange Theory and Re…Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn (2000)Service Quality, Profitabilit…A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction (1998)A Dynamic Model of the Durati…Customers' motivations for maintaining relationships with service providers (1997)Customers' motivations for ma…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…The Norm of Reciprocity: A Preliminary Statement (1960)The Norm of Reciprocity: A Pr…Understanding Attitudes and Predicting Social Behavior (1980)On the Evaluation of Structural Equation Models (1988)The Commitment-Trust Theory of Relationship Marketing (1994)Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008)Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China (2009)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Basics of qualitative research : techniques and procedures for developing grounded theory (1998)Customer perceptions of e‐service quality in online shopping (2005)Service quality models: a review (2005)The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors (2008)Firm Resources and Sustained Competitive Advantage (1991)From Marketing Mix to Relationship Marketing (1994)Switching barriers and repurchase intentions in services (2000)Firm resources and sustained competitive advantage (2004)The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing (2000)Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development (2003)Measuring Marketing Productivity: Current Knowledge and Future Directions (2004)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)Prospect Theory: An Analysis of Decision under Risk (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics (2001)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)The Theory of Social and Economic Organization. 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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1960The Norm of Reciprocity: A Preliminary Statement11,995 cited
  • 2005Social Exchange Theory: An Interdisciplinary Review10,051 cited
  • 2016Understanding Customer Experience Throughout the Customer Journey5,744 cited
  • 1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction1,948 cited
  • 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
  • 2004Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context1,829 cited
  • 1997Customers' motivations for maintaining relationships with service providers1,604 cited
  • 2003E‐service quality: a model of virtual service quality dimensions1,500 cited
  • 2003The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration1,163 cited
  • 2006Relationship quality as a predictor of B2B customer loyalty1,124 cited
  • 2009Service Design for Experience-Centric Services961 cited
  • 2007A Hierarchical Model of Health Service Quality750 cited
  • 2001Social Exchange Theory and Research on Business-to-Business Relational Exchange718 cited

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  • 2011Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting681 cited
  • 2013Towards a Better Measure of Customer Experience629 cited
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