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- 2016
- Does loyalty span domains? Examining the relationship between consumer loyalty, other loyalties, and happiness
- 2015
- Events that affect both customers and employees in the nursing home sector
- 2014
- Service quality and loyalty behavior in professional business services: an operations based perspective to effective service management
- It's not your score that matters: the importance of relative metrics
- Make Me Proud I Work Here: Towards a Conceptual Framework of Employee Pride for Service Firms
- A meta-analysis of relationships linking service failure attributions to customer outcomes
- Does being proactive pay off? Webcare strategies and their effect on customer emotions, outcomes and privacy concerns
- Customer intentions to invoke service guarantees: does excellence in service recovery, type of guarantee, and cultural orientation matter?
- How technical and functional service quality drive consumer happiness Moderating influences of channel usage
- 2013
- If you are satisfied tell your friends, if not tell us: the impact of soliciting feedback on customers’ behavioral intentions