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Enhancing non-complainers' relationship quality by communicating process recoveries
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An experimental investigation of customer reactions to process recovery communications
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The relationship between customer satisfaction and share of wallet: multichannel customer differences
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Investeren in service en klanttevredenheid moeten kwantificeerbaar en rendabel zijn!
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Linking perceptual and behavioral customer metrics to multiperiod customer profitability - A comprehensive service-profit chain application
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Linking perceptual and behavioral customer metrics to multiperiod customer profitability: A comprehensive Service-Profit Chain application in the financial services industry
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Klantwaarde, klanttevredenheid en klantbehoud: 'Marketingmanagement bij AXA'
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Introductory case study: marketingmanagement bij AXA
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Banking behaviour after the lifecycle event of "moving in together": An exploratory study of the role of marketing investments
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Customer intelligence using the SAS system