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1
Customer Reactions to Emotional Labor: The Roles of Employee Acting Strategies and Customer Detection Accuracy
Customer Reactions to Emotional Labor: The Roles of Employee Acting Strategies and Customer Detection Accuracy
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Customer Reactions to Emotional Labor: The Roles of Employee Acting Strategies and Customer Detection Accuracy

Groth, Markus ; Hennig-Thurau, Thorsten ; Walsh, Gianfranco

Academy of Management journal, 2009-10, Vol.52 (5), p.958-974 [Periódico revisado por pares]

Briarcliff Manor: Academy of Management

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2
Service Blueprinting: A Practical Technique for Service Innovation
Service Blueprinting: A Practical Technique for Service Innovation
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Service Blueprinting: A Practical Technique for Service Innovation

Bitner, Mary Jo ; Ostrom, Amy L. ; Morgan, Felicia N.

California management review, 2008-04, Vol.50 (3), p.66-94 [Periódico revisado por pares]

Los Angeles, CA: University of California Walter A. Haas School of Business

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3
Customer Metrics and Their Impact on Financial Performance
Customer Metrics and Their Impact on Financial Performance
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Customer Metrics and Their Impact on Financial Performance

Gupta, Sunil ; Zeithaml, Valarie

Marketing science (Providence, R.I.), 2006-11, Vol.25 (6), p.718-739 [Periódico revisado por pares]

Linthicum: INFORMS

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4
Customer Acquisition and Retention Spending: An Analytical Model and Empirical Investigation in Wireless Telecommunications Markets
Customer Acquisition and Retention Spending: An Analytical Model and Empirical Investigation in Wireless Telecommunications Markets
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Customer Acquisition and Retention Spending: An Analytical Model and Empirical Investigation in Wireless Telecommunications Markets

MIN, SUNGWOOK ; ZHANG, XUBING ; KIM, NAMWOON ; SRIVASTAVA, RAJENDRA K.

Journal of marketing research, 2016-10, Vol.53 (5), p.728-744 [Periódico revisado por pares]

Los Angeles, CA: American Marketing Association

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5
Job Satisfaction of the Service Sector Marketing Professionals in UAE: A Selective Study
Job Satisfaction of the Service Sector Marketing Professionals in UAE: A Selective Study
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Job Satisfaction of the Service Sector Marketing Professionals in UAE: A Selective Study

Bose, Indranil ; Hussain, Aamir ; Dey, Subhendu

Indian journal of industrial relations, 2020-04, Vol.55 (4), p.681-695

New Delhi: Shri Ram Centre for Industrial Relations and Human Resources

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6
Service Innovativeness and Firm Value
Service Innovativeness and Firm Value
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Service Innovativeness and Firm Value

DOTZEL, THOMAS ; SHANKAR, VENKATESH ; BERRY, LEONARD L.

Journal of marketing research, 2013-04, Vol.50 (2), p.259-276 [Periódico revisado por pares]

Chicago: American Marketing Association

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7
The Relationship between International Diversification and Performance in Service Firms
The Relationship between International Diversification and Performance in Service Firms
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The Relationship between International Diversification and Performance in Service Firms

Capar, N. ; Kotabe, Masaaki

Journal of international business studies, 2003-07, Vol.34 (4), p.345-355 [Periódico revisado por pares]

Basingstoke: Academy of International Business, Copenhagen Business School, Copenhagen Denmark, and the McDonough School of Business, Georgetown University

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8
Portfolio Dynamics for Customers of a Multiservice Provider
Portfolio Dynamics for Customers of a Multiservice Provider
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Portfolio Dynamics for Customers of a Multiservice Provider

Schweidel, David A. ; Bradlow, Eric T. ; Fader, Peter S.

Management science, 2011-03, Vol.57 (3), p.471-486 [Periódico revisado por pares]

Hanover, MD: INFORMS

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9
Too Close for Comfort? The Effect of Embeddedness and Competitive Overlap on Client Relationship Retention Following an Acquisition
Too Close for Comfort? The Effect of Embeddedness and Competitive Overlap on Client Relationship Retention Following an Acquisition
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Too Close for Comfort? The Effect of Embeddedness and Competitive Overlap on Client Relationship Retention Following an Acquisition

Rogan, Michelle

Organization science (Providence, R.I.), 2014-01, Vol.25 (1), p.185-203 [Periódico revisado por pares]

Linthicum: INFORMS

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10
Marketing Models of Service and Relationships
Marketing Models of Service and Relationships
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Marketing Models of Service and Relationships

Rust, Roland T ; Chung, Tuck Siong

Marketing science (Providence, R.I.), 2006-11, Vol.25 (6), p.560-580 [Periódico revisado por pares]

Linthicum: INFORMS

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