The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition.
- Published in:
- Journal of the Academy of Marketing Science, 2007, v. 35, n. 2, p. 233, doi. 10.1007/s11747-007-0037-1
- By:
- Publication type:
- Article
Works matching AU Bayón, Tomás
Results: 7
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The Role of Customer Relationship Vulnerability in Service Recovery.
- Published in:
- Journal of Service Research, 2024, v. 27, n. 2, p. 283, doi. 10.1177/10946705231195008
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- Publication type:
- Article
3
How Customer Satisfaction Affects Employee Satisfaction and Retention in a Professional Services Context.
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- Journal of Service Research, 2013, v. 16, n. 4, p. 503, doi. 10.1177/1094670513490236
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- Article
4
Satisfaction, loyalty and word of mouth within the customer base of a utility provider: Differences between stayers, switchers and referral switchers.
- Published in:
- Journal of Consumer Behaviour, 2004, v. 3, n. 3, p. 211, doi. 10.1002/cb.135
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- Article
5
Ein zweidimensionales Kundenbindungsmodell mit direkten und moderierenden Einflussvariablen: Das Beispiel des Firmenkundengeschäfts von Stromversorgern.
- Published in:
- Marketing ZFP - Journal of Research & Management, 2005, p. 3
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- Publication type:
- Article
6
Der Einfluss von persönlicher Kommunikation auf Kundenzufriedenheit, Kundenbindung und Weiterempfehlungsverhalten -- Design und Ergebnisse einer empirischen Studie im deutschen Strommarkt.
- Published in:
- Marketing ZFP - Journal of Research & Management, 2002, p. 3
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- Publication type:
- Article
7
Behavioral Consequences of Overbooking Service Capacity.
- Published in:
- Journal of Marketing, 2007, v. 71, n. 4, p. 36, doi. 10.1509/jmkg.71.4.36
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- Publication type:
- Article