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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
- Make Me Proud I Work Here: Towards a Conceptual Framework of Employee Pride for Service Firms
- Does being proactive pay off? Webcare strategies and their effect on customer emotions, outcomes and privacy concerns
- It's not your score that matters: the importance of relative metrics
- Service quality and loyalty behavior in professional business services: an operations based perspective to effective service management
- A meta-analysis of relationships linking service failure attributions to customer outcomes
- How technical and functional service quality drive consumer happiness Moderating influences of channel usage
- Customer intentions to invoke service guarantees: does excellence in service recovery, type of guarantee, and cultural orientation matter?
- 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
- If you are satisfied tell your friends, if not tell us: the impact of soliciting feedback on customers’ behavioral intentions
- Optimizing the offline marketing expenditures for different segments of online consumers
- Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet