| SERVICE EXPEDITION: Exploring Services from the Customer’s Point of View |
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| Leading a Culture of Service |
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| Capitalize on Annual Planning to Manage Customers as Assets |
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| How to Create Customer Delight and Does It Really Drive Loyalty? An Examination of Customer Delight in a B2B Context (New) |
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| Shared Lessons for Customer Service and Field Service Organizations |
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| A New Hierarchical Bayes Geographically Weighted Regression Spatial Model for Customer Service and Satisfaction Measurement In Marketing Research |
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| A Great Customer Experience Isn’t Something You Can Script |
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| When Designing Multiple Channels, Mirror Attributes Matter |
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| Reaching the Breaking Point: A Dynamic Process Theory of Business-to-Business Customer Defection (New) |
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| What You Need to Know About Customer Win-Back |
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