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- 2014
- Does being proactive pay off? Webcare strategies and their effect on customer emotions, outcomes and privacy concerns
- Perceptions are Relative: An Examination of the Relationship between Relative Satisfaction Metrics and Share of Wallet
- A meta-analysis of relationships linking service failure attributions to customer outcomes
- Customer intentions to invoke service guarantees: does excellence in service recovery, type of guarantee, and cultural orientation matter?
- The cumulative effect of satisfaction with discrete transactions on share of wallet
- A longitudinal examination of the three-component model of customer commitment and loyalty: the importance of identifying customer segments and using panel survey data
- How technical and functional service quality drive consumer happiness Moderating influences of channel usage
- 2013
- Consumer well-being dimensions and life satisfaction: investigating the moderating effects of regulatory focus, maximizers/satisficers, and customer demographics
- Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet
- Servicescape remodeling and customer reactions: the influence of the transition period and the congruence between customer and remodeling characteristics