| Growing Existing Customers’ Revenue Streams through Customer Referral Programs |
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| A New Restricted Bayesian Framework for Deriving The Heterogeneous Drivers of Service Quality Evaluations |
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| A Global Study of How Goals and Emotions Influence Consumers’ Satisfaction With Their Retail Channel Experiences |
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| When Technology Gets in the Way of Customer Service |
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| Process Completeness: Strategies for Aligning Service Systems with Customers’ Service Needs |
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| Demystifying The Black Box – How To Design, Manage, And Measure The Most Profitable Customer Experience (CX) Strategies |
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| Relationship Characteristics and Cash Flow Variability: Implications for Satisfaction, Loyalty, and Customer Portfolio Management |
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| Competing with Quality Service in Good Times and Bad |
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| Managing the Customer Portfolio to Improve Service and Financial Performance |
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| Small Details That Make Big Differences: A Radical Approach to Consumption Experience as a Firm’s Differentiating Strategy |
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