págs. 1-7
Capturing the Evolution of Customer-Firm Relationships: How Customers Become More (or Less) Valuable Over Time
Tanya Mark, Katherine N Lemon, Mark Vandenbosch, Jan Bulla, Antonello Maruotti
págs. 231-245
Revisiting the Satisfaction-Loyalty Relationship: Empirical Generalizations and Directions for Future Research
págs. 246-262
Customer Relationship Stage and the Use of Picture-Dominant versus Text-Dominant Advertising: A Field Study
págs. 263-280
Trust during retail encounters: A touchy proposition
págs. 301-314
págs. 315-337
When Out-of-Stock Products DO Backfire: Managing Disclosure Time and Justification Wording
págs. 352-359
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