References

• 1985Problems and Strategies in Services Marketing2,819 cited
• 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions939 cited
• 2007The Long-Term Impact of Loyalty Programs on Consumer Purchase Behavior and Loyalty611 cited
• 2007The Positive and Negative Effects of Switching Costs on Relational Outcomes446 cited
• 2007Determinants and Outcomes of Customers' Use of Self-Service Technology in a Retail Setting409 cited
• 2007Service Recovery Paradox: A Meta-Analysis330 cited
• 2007Determinants of customer loyalty in the wireless telecommunications industry206 cited
• 2007How Effective Are Loyalty Reward Programs in Driving Share of Wallet?198 cited
• 2007A Cultural Models Approach to Service Recovery192 cited
• 2007Encouraging Existing Customers to Switch to Self-Service Technologies: Put a Little Fun in their Lives191 cited
• 2007Behavioral Consequences of Overbooking Service Capacity147 cited
• 2007Back From the Brink: Why Customers Stay112 cited
• 2007Understanding Frequent Switching Patterns64 cited
• 2007Toward a Conceptualization of Customer Productivity: The Customer's Perspective on Transforming Customer Labor into Customer Outcomes Using Technology-Based Self-Service Options63 cited