create a website

Human employees and service robots in the service encounter and the role of attribution of theory of mind. (2024). Sderlund, Magnus.
In: Journal of Retailing and Consumer Services.
RePEc:eee:joreco:v:81:y:2024:i:c:s0969698924002601.

Full description at Econpapers || Download paper

Cited: 0

Citations received by this document

Cites: 102

References cited by this document

Cocites: 20

Documents which have cited the same bibliography

Coauthors: 0

Authors who have wrote about the same topic

Citations

Citations received by this document

    This document has not been cited yet.

References

References cited by this document

  1. Aggarwal, P. ; Castleberry, S.B. ; Ridnour, R. ; Shepherd, C.D. Salesperson empathy and listening: impact on relationship outcomes. 2005 J. Market. Theor. Pract.. 13 16-31
    Paper not yet in RePEc: Add citation now
  2. Anderson, E.W. Customer satisfaction and word of mouth. 1998 J. Serv. Res.. 1 5-17
    Paper not yet in RePEc: Add citation now
  3. Anderson, E.W. ; Fornell, C. ; Lehmann, D.R. Customer satisfaction, market share, and profitability: findings from Sweden. 1994 J. Market.. 58 53-66
    Paper not yet in RePEc: Add citation now

  4. Arsenovic, J. ; Edvardsson, B. ; Otterbring, T. ; Tronvoll, B. Money for nothing: the impact of compensation on customers' bad-mouthing in service recovery encounters. 2023 Market. Lett.. 34 69-82

  5. Baehre, S. ; O'Dwyer, M. ; O'Malley, L. ; Lee, N. The use of Net Promoter Score (NPS) to predict sales growth: insights from an empirical investigation. 2022 J. Acad. Market. Sci.. 50 67-84

  6. Baron-Cohen, S. The evolution of a theory of mind. 1999 En : Corballis, M.C. ; Lea, S.E.G. The Descent of Mind: Psychological Perspectives on Hominid Evolution. Oxford University Press: Oxford
    Paper not yet in RePEc: Add citation now
  7. Berger, J. Word of mouth and interpersonal communication: a review and directions for future research. 2014 J. Consum. Psychol.. 24 586-607
    Paper not yet in RePEc: Add citation now
  8. Berger, J. ; Schwartz, E.M. What drives immediate and ongoing word of mouth?. 2011 J. Market. Res.. 48 869-880
    Paper not yet in RePEc: Add citation now
  9. Bitner, M.J. ; Booms, B.H. ; Tetreault, M.S. The service encounter: diagnosing favorable and unfavorable incidents. 1990 J. Market.. 54 71-84
    Paper not yet in RePEc: Add citation now
  10. Blaurock, M. ; Büttgen, M. ; Schepers, J. Designing collaborative intelligence systems for employee-AI service Co-production. 2024 J. Serv. Res.. -
    Paper not yet in RePEc: Add citation now
  11. Broadbent, E. Interactions with robots: the truths we reveal about ourselves. 2017 Annu. Rev. Psychol.. 68 627-652
    Paper not yet in RePEc: Add citation now
  12. Broadbent, E. ; Kumar, V. ; Li, X. ; Sollers, J. ; Stafford, R.Q. ; MacDonald, B.A. ; Wegner, D.M. Robots with display screens: a robot with a more humanlike face display is perceived to have more mind and a better personality. 2013 PLoS One. 8 -
    Paper not yet in RePEc: Add citation now
  13. Butcher, K. ; Sparks, B. ; O'Callaghan, F. Beyond core service. 2003 Psychol. Market.. 20 187-208
    Paper not yet in RePEc: Add citation now
  14. Čaić, M. ; Avelino, J. ; Mahr, D. ; Odekerken-Schröder, G. ; Bernardino, A. Robotic versus human coaches for active aging: an automated social presence perspective. 2019 International Journal of Social Robotics. 12 867-882
    Paper not yet in RePEc: Add citation now
  15. Cheung, M.S. ; Anitsal, M.M. ; Anitsal, I. Revisiting word-of-mouth communications: a cross-national exploration. 2007 J. Market. Theor. Pract.. 15 235-249
    Paper not yet in RePEc: Add citation now

  16. Collier, J.E. ; Barnes, D.C. ; Abney, A.K. ; Pelletier, M.J. Idiosyncratic service experiences: when customers desire the extraordinary in a service encounter. 2018 J. Bus. Res.. 84 150-161

  17. Comer Kidd, D. ; Castano, E. Reading literary fiction improves theory of mind. 2013 Science. 342 377-380
    Paper not yet in RePEc: Add citation now
  18. Cronin Jr, J.J. ; Taylor, S.A. Measuring service quality: a reexamination and extension. 1992 J. Market.. 56 55-68
    Paper not yet in RePEc: Add citation now
  19. de Graaf, M.M. ; Allouch, S.B. ; van Dijk, J.A. Why would I use this in my home? A model of domestic social robot acceptance. 2019 Hum. Comput. Interact.. 34 115-173
    Paper not yet in RePEc: Add citation now
  20. Delcourt, C. ; Gremler, D.D. ; van Riel, A.C. ; Van Birgelen, M.J. Employee emotional competence: construct conceptualization and validation of a customer-based measure. 2016 J. Serv. Res.. 19 72-87
    Paper not yet in RePEc: Add citation now
  21. Dichter, E. How word-of-mouth advertising works. 1966 Harv. Bus. Rev.. 44 147-166
    Paper not yet in RePEc: Add citation now
  22. Dixon Rayle, A. Mattering to others: implications for the counseling relationship. 2006 J. Counsel. Dev.. 84 483-487
    Paper not yet in RePEc: Add citation now
  23. Dormann, C. ; Kaiser, D.M. Job conditions and customer satisfaction. 2002 Eur. J. Work. Organ. Psychol.. 11 257-283
    Paper not yet in RePEc: Add citation now

  24. Epley, N. A mind like mine: the exceptionally ordinary underpinnings of anthropomorphism. 2018 Journal of the Association for Consumer Research. 3 591-598

  25. Epley, N. ; Waytz, A. Mind perception. 2010 En : Fiske, S.T. ; Gilbert, D.T. ; Lindzey, G. Handbook of Social Psychology. John Wiley & Sons: Hoboken, NJ
    Paper not yet in RePEc: Add citation now
  26. Fiske, S.T. From dehumanization and objectification to rehumanization: neuroimaging studies on the building blocks of empathy. 2009 Ann. N. Y. Acad. Sci.. 1167 31-34
    Paper not yet in RePEc: Add citation now
  27. Forgas, J.P. Mood and judgment: the affect infusion model (AIM). 1995 Psychol. Bull.. 117 39-66
    Paper not yet in RePEc: Add citation now
  28. Fornell, C. A national customer satisfaction barometer: the Swedish experience. 1992 J. Market.. 56 6-21
    Paper not yet in RePEc: Add citation now

  29. Frank, D.A. ; Otterbring, T. Being seen… by human or machine? Acknowledgment effects on customer responses differ between human and robotic service workers. 2023 Technol. Forecast. Soc. Change. 189 -

  30. Frazer Winsted, K. Service behaviors that lead to satisfied customers. 2000 Eur. J. Market.. 34 399-417
    Paper not yet in RePEc: Add citation now
  31. Gauvain, M. Culture, development, and theory of mind: comment on Lillard (1998). 1998 Psychol. Bull.. 123 37-42
    Paper not yet in RePEc: Add citation now
  32. George, L.S. ; Park, C.L. The multidimensional existential meaning scale: a tripartite approach to measuring meaning in life. 2017 J. Posit. Psychol.. 12 613-627
    Paper not yet in RePEc: Add citation now
  33. Goldstein, N.J. ; Vezich, I.S. ; Shapiro, J.R. Perceived perspective taking: when others walk in our shoes. 2014 J. Pers. Soc. Psychol.. 106 941-960
    Paper not yet in RePEc: Add citation now
  34. Graham, S. A review of attribution theory in achievement contexts. 1991 Educ. Psychol. Rev.. 3 5-39
    Paper not yet in RePEc: Add citation now
  35. Gray, H.M. ; Gray, K. ; Wegner, D.M. Dimensions of mind perception. 2007 Science. 315 -
    Paper not yet in RePEc: Add citation now
  36. Håkansson, J. ; Montgomery, H. Empathy as an interpersonal phenomenon. 2003 J. Soc. Pers. Relat.. 20 267-284
    Paper not yet in RePEc: Add citation now

  37. Hartline, M.D. ; Jones, K.C. Employee performance cues in a hotel service environment: influence on perceived service quality, value, and word-of-mouth intentions. 1996 J. Bus. Res.. 35 207-215

  38. Hartline, M.D. ; Maxham III, J.G. ; McKee, D.O. Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees. 2000 J. Market.. 64 35-50
    Paper not yet in RePEc: Add citation now
  39. Haslam, N. ; Loughnan, S. ; Kashima, Y. ; Bain, P. Attributing and denying humanness to others. 2008 Eur. Rev. Soc. Psychol.. 19 55-85
    Paper not yet in RePEc: Add citation now
  40. Haslam, N. ; Stratemeyer, M. Recent research on dehumanization. 2016 Current Opinion in Psychology. 11 25-29
    Paper not yet in RePEc: Add citation now
  41. Ho, M.K. ; Saxe, R. ; Cushman, F. Planning with theory of mind. 2022 Trends Cognit. Sci.. 26 959-971
    Paper not yet in RePEc: Add citation now

  42. Hosany, S. ; Prayag, G. Patterns of tourists' emotional responses, satisfaction, and intention to recommend. 2013 J. Bus. Res.. 66 730-737

  43. Huang, M.H. ; Rust, R.T. The caring machine: feeling AI for customer care. 2024 J. Market.. -
    Paper not yet in RePEc: Add citation now
  44. Huete-Alcocer, N. A literature review of word of mouth and electronic word of mouth: implications for consumer behavior. 2017 Front. Psychol.. 8 -
    Paper not yet in RePEc: Add citation now

  45. Iglesias, O. ; Markovic, S. ; Rialp, J. How does sensory brand experience influence brand equity? Considering the roles of customer satisfaction, customer affective commitment, and employee empathy. 2019 J. Bus. Res.. 96 343-354

  46. Jerger, C. ; Wirtz, J. Service employee responses to angry customer complaints: the roles of customer status and service climate. 2017 J. Serv. Res.. 20 362-378
    Paper not yet in RePEc: Add citation now
  47. Jörling, M. ; Böhm, R. ; Paluch, S. Service robots: drivers of perceived responsibility for service outcomes. 2019 J. Serv. Res.. 22 404-420
    Paper not yet in RePEc: Add citation now
  48. Kelley, H.H. ; Michela, J.L. Attribution theory and research. 1980 Annu. Rev. Psychol.. 31 457-501
    Paper not yet in RePEc: Add citation now

  49. Kim, J.Y. ; Meister, A. Microaggressions, interrupted: the experience and effects of gender microaggressions for women in STEM. 2023 J. Bus. Ethics. 185 513-531

  50. Kim, K. ; Baker, M.A. Paying it forward: the influence of other customer service recovery on future co-creation. 2020 J. Bus. Res.. 121 604-615

  51. Koklic, M.K. ; Kukar-Kinney, M. ; Vegelj, S. An investigation of customer satisfaction with low-cost and full-service airline companies. 2017 J. Bus. Res.. 80 188-196

  52. Kteily, N.S. ; Landry, A.P. Dehumanization: trends, insights, and challenges. 2022 Trends Cognit. Sci.. 22 222-240
    Paper not yet in RePEc: Add citation now
  53. Lang, B. ; Hyde, K.F. Word of mouth: what we know and what we have yet to learn. 2013 J. Consumer Satisfaction, Dissatisfaction Complain. Behav.. 26 1-18
    Paper not yet in RePEc: Add citation now
  54. Langley, C. ; Cirstea, B.I. ; Cuzzolin, F. ; Sahakian, B.J. Theory of mind and preference learning at the interface of cognitive science, neuroscience, and AI: a review. 2022 Frontiers in Artificial Intelligence. 5 -
    Paper not yet in RePEc: Add citation now
  55. Larivière, B. ; Bowen, D. ; Andreassen, T.W. ; Kunz, W. ; Sirianni, N.J. ; Voss, C. ; De Keyser, A. “Service Encounter 2.0”: an investigation into the roles of technology, employees and customers. 2017 J. Bus. Res.. 79 238-246
    Paper not yet in RePEc: Add citation now
  56. Ledden, L. ; Kalafatis, S.P. ; Mathioudakis, A. The idiosyncratic behaviour of service quality, value, satisfaction, and intention to recommend in higher education: an empirical examination. 2011 J. Market. Manag.. 27 1232-1260
    Paper not yet in RePEc: Add citation now
  57. Lee, M. ; Rodgers, S. ; Kim, M. Effects of valence and extremity of eWOM on attitude toward the brand and website. 2009 J. Curr. Issues Res. Advert.. 31 1-11
    Paper not yet in RePEc: Add citation now
  58. Lillard, A. Ethnopsychologies: cultural variations in theories of mind. 1998 Psychol. Bull.. 123 3-32
    Paper not yet in RePEc: Add citation now

  59. Lim, X.-J. ; Chang, J.Y.-S. ; Chea, J.-H. ; Lim, W.M. ; Kraus, S. ; Dabic, M. Out of the way, human! Understanding post-adoption of last-mile delivery robots. 2024 Technol. Forecast. Soc. Change. 201 -

  60. Lu, V.N. ; Wirtz, J. ; Kunz, W.H. ; Paluch, S. ; Gruber, T. ; Martins, A. ; Patterson, P.G. Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?. 2020 Journal of Service Theory and Practice. 30 361-391
    Paper not yet in RePEc: Add citation now
  61. Malle, B.F. Folk theory of mind: conceptual foundations of human social cognition. 2005 En : Hassin, R. The New Unconscious. Oxford University Press: Oxford
    Paper not yet in RePEc: Add citation now
  62. Marchesi, S. ; Ghiglino, D. ; Ciardo, F. ; Perez-Osorio, J. ; Baykara, E. ; Wykowska, A. Do we adopt the intentional stance toward humanoid robots?. 2019 Front. Psychol.. 10 -
    Paper not yet in RePEc: Add citation now
  63. Marcos, A.M.B.D.F. ; Coelho, A.F.D.M. Service quality, customer satisfaction and customer value: holistic determinants of loyalty and word-of-mouth in services. 2022 The TQM Journal. 34 957-978
    Paper not yet in RePEc: Add citation now
  64. Martela, F. ; Steger, M.F. The three meanings of meaning in life: distinguishing coherence, purpose, and significance. 2016 J. Posit. Psychol.. 11 531-545
    Paper not yet in RePEc: Add citation now
  65. McLean, G. ; Osei-Frimpong, K. Examining satisfaction with the experience during a live chat service encounter-implications for website providers. 2017 Comput. Hum. Behav.. 76 494-508
    Paper not yet in RePEc: Add citation now
  66. Min, H. ; Lim, Y. ; Magnini, V.P. Factors affecting customer satisfaction in responses to negative online hotel reviews: the impact of empathy, paraphrasing, and speed. 2015 Cornell Hospitality Quarterly. 56 223-231
    Paper not yet in RePEc: Add citation now
  67. Nagel, T. What Does it All Mean? A Very Short Introduction to Philosophy. 1987 Oxford University Press: Oxford
    Paper not yet in RePEc: Add citation now
  68. Oertzen, A.S. ; Odekerken-Schröder, G. ; Mager, B. Driving users' behaviours and engagement in co-creating services. 2020 J. Serv. Market.. 34 549-573
    Paper not yet in RePEc: Add citation now
  69. Oliver, R.L. ; Rust, R.T. ; Varki, S. Customer delight: foundations, findings, and managerial insight. 1997 J. Retailing. 73 311-336
    Paper not yet in RePEc: Add citation now

  70. Paluch, S. ; Wirtz, J. Artificial intelligence and robots in the service encounter. 2020 Journal of Service Management Research. 4 3-8

  71. Parasuraman, A. ; Zeithaml, V.A. ; Berry, L.L. Servqual: a multiple-item scale for measuring consumer perceptions of service quality. 1988 J. Retailing. 64 12-25
    Paper not yet in RePEc: Add citation now
  72. Pham, M.T. The logic of feeling. 2004 J. Consum. Psychol.. 14 360-369
    Paper not yet in RePEc: Add citation now
  73. Pittman, T.S. ; Zeigler, K.R. Basic human needs. 2007 En : Kruglanski, A.W. ; Higgins, E.T. Social Psychology: Handbook of Basic Principles. Guilford Press: New York, NY
    Paper not yet in RePEc: Add citation now
  74. Premack, D. ; Woodruff, G. Does the chimpanzee have a theory of mind?. 1978 Behav. Brain Sci.. 1 515-526
    Paper not yet in RePEc: Add citation now
  75. Prentice, C. ; Dominique Lopes, S. ; Wang, X. The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. 2020 J. Hospital. Market. Manag.. 29 739-756
    Paper not yet in RePEc: Add citation now
  76. Prinzing, M.M. ; Sappenfield, C.A. ; Fredrickson, B.L. What makes me matter? Investigating how and why people feel significant. 2023 J. Posit. Psychol.. 18 995-1101
    Paper not yet in RePEc: Add citation now
  77. Reichheld, F.F. The one number you need to grow. 2003 Harv. Bus. Rev.. 81 46-55
    Paper not yet in RePEc: Add citation now
  78. Sarstedt, M. ; Hair Jr, J.F. ; Nitzl, C. ; Ringle, C.M. ; Howard, M.C. Beyond a tandem analysis of SEM and PROCESS: use of PLS-SEM for mediation analyses. 2020 Int. J. Mark. Res.. 62 288-299
    Paper not yet in RePEc: Add citation now
  79. Sharma, P. ; Tam, J.L. ; Kim, N. Service role and outcome as moderators in intercultural service encounters. 2015 J. Serv. Manag.. 26 137-155
    Paper not yet in RePEc: Add citation now
  80. Sheeran, P. Intention—behavior relations: a conceptual and empirical review. 2002 Eur. Rev. Soc. Psychol.. 12 1-36
    Paper not yet in RePEc: Add citation now
  81. Sivadas, E. ; Jindal, R.P. Alternative measures of satisfaction and word of mouth. 2017 J. Serv. Market.. 31 119-130
    Paper not yet in RePEc: Add citation now
  82. Smith, E.R. ; Mackie, D.M. Representation and incorporation of close others' responses: the RICOR model of social influence. 2016 Pers. Soc. Psychol. Rev.. 20 311-331
    Paper not yet in RePEc: Add citation now
  83. Söderlund, M. Service robots with (perceived) theory of mind: an examination of humans' reactions. 2022 J. Retailing Consum. Serv.. 67 -
    Paper not yet in RePEc: Add citation now

  84. Söderlund, M. ; Natorina, A. Service robots in a multi-party setting: an examination of robots' ability to detect human-to-human conflict and its effects on robot evaluations. 2024 Technol. Soc.. 77 -

  85. Söderlund, M. ; Oikarinen, E.L. Service encounters with virtual agents: an examination of perceived humanness as a source of customer satisfaction. 2021 Eur. J. Market.. 55 94-121
    Paper not yet in RePEc: Add citation now
  86. Sommer, K.L. ; Williams, K.D. ; Ciarocco, N.J. ; Baumeister, R.F. When silence speaks louder than words: explorations into the intrapsychic and interpersonal consequences of social ostracism. 2001 Basic Appl. Soc. Psychol.. 23 225-243
    Paper not yet in RePEc: Add citation now

  87. Su, L. ; Swanson, S.R. ; Chinchanachokchai, S. ; Hsu, M.K. ; Chen, X. Reputation and intentions: the role of satisfaction, identification, and commitment. 2016 J. Bus. Res.. 69 3261-3269

  88. Sukhu, A. ; Bilgihan, A. ; Seo, S. Willingness to pay in negative restaurant service encounters. 2017 Int. J. Hospit. Manag.. 65 11-19
    Paper not yet in RePEc: Add citation now
  89. Talwar, M. ; Talwar, S. ; Kaur, P. ; Islam, A.N. ; Dhir, A. Positive and negative word of mouth (WOM) are not necessarily opposites: a reappraisal using the dual factor theory. 2021 J. Retailing Consum. Serv.. 63 -
    Paper not yet in RePEc: Add citation now
  90. Tausczik, Y.R. ; Pennebaker, J.W. The psychological meaning of words: LIWC and computerized text analysis methods. 2010 J. Lang. Soc. Psychol.. 29 24-54
    Paper not yet in RePEc: Add citation now
  91. Taylor, S.E. Asymmetrical effects of positive and negative events: the mobilization-minimization hypothesis. 1991 Psychol. Bull.. 110 67-85
    Paper not yet in RePEc: Add citation now
  92. Torres, P. ; Augusto, M. ; Neves, C. Value dimensions of gamification and their influence on brand loyalty and word‐of‐mouth: relationships and combinations with satisfaction and brand love. 2022 Psychol. Market.. 39 59-75
    Paper not yet in RePEc: Add citation now
  93. Varca, P.E. Emotional empathy and front line employees: does it make sense to care about the customer?. 2009 J. Serv. Market.. 23 51-56
    Paper not yet in RePEc: Add citation now
  94. Verlegh, P.W. ; Ryu, G. ; Tuk, M.A. ; Feick, L. Receiver responses to rewarded referrals: the motive inferences framework. 2013 J. Acad. Market. Sci.. 41 669-682
    Paper not yet in RePEc: Add citation now
  95. Wang, X. ; Krumhuber, E.G. Mind perception of robots varies with their economic versus social function. 2018 Front. Psychol.. 9 -
    Paper not yet in RePEc: Add citation now
  96. Weiner, B. The development of an attribution-based theory of motivation: a history of ideas. 2010 Educ. Psychol.. 45 28-36
    Paper not yet in RePEc: Add citation now
  97. Westbrook, R.A. Product/consumption-based affective responses and postpurchase processes. 1987 J. Market. Res.. 24 258-270
    Paper not yet in RePEc: Add citation now
  98. Wieseke, J. ; Geigenmüller, A. ; Kraus, F. On the role of empathy in customer-employee interactions. 2012 J. Serv. Res.. 15 316-331
    Paper not yet in RePEc: Add citation now
  99. Williams, J. ; Fiore, S.M. ; Jentsch, F. Supporting artificial social intelligence with theory of mind. 2022 Frontiers in Artificial Intelligence. 5 -
    Paper not yet in RePEc: Add citation now

  100. Zhang, J. Employee orientation and performance: an exploration of the mediating role of customer orientation. 2010 J. Bus. Ethics. 91 111-121

  101. Zhao, X. ; Lynch Jr, J.G. ; Chen, Q. Reconsidering baron and kenny: myths and truths about mediation analysis. 2010 J. Consum. Res.. 37 197-206

  102. Zhao, Y. ; Yan, L. ; Keh, H.T. The effects of employee behaviours on customer participation in the service encounter: the mediating role of customer emotions. 2018 Eur. J. Market.. 52 1203-1222
    Paper not yet in RePEc: Add citation now

Cocites

Documents in RePEc which have cited the same bibliography

  1. Selection is superior to scale: determining brand loyalty highly correlated to market share. (2025). Nishiguchi, Kazuki ; Kato, Takumi ; Takenaka, Nobu ; Ito, Rie.
    In: Journal of Marketing Analytics.
    RePEc:pal:jmarka:v:13:y:2025:i:1:d:10.1057_s41270-023-00270-2.

    Full description at Econpapers || Download paper

  2. Making the right call: the heterogeneous effects of individual performance pay on productivity. (2025). Sauermann, Jan ; Clemens, Marco.
    In: Working Paper Series.
    RePEc:hhs:ifauwp:2025_006.

    Full description at Econpapers || Download paper

  3. Exploring passengers’ choices in the event of denied boarding compensation. (2025). Chen, Chien-Min ; Tsai, Tsung-Hsien.
    In: Transport Policy.
    RePEc:eee:trapol:v:166:y:2025:i:c:p:166-178.

    Full description at Econpapers || Download paper

  4. Making the right call: The heterogeneous effects of individual performance pay on productivity. (2025). Sauermann, Jan ; Clemens, Marco.
    In: Labour Economics.
    RePEc:eee:labeco:v:94:y:2025:i:c:s0927537125000211.

    Full description at Econpapers || Download paper

  5. Consumer response to E-commerce service failure: Leveraging repurchase intentions through strategic recovery policies. (2025). Mensah, Isaac Adjei ; Omari-Sasu, Akoto Yaw ; Owusu, Prince ; Li, Zhiwen.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:82:y:2025:i:c:s0969698924004338.

    Full description at Econpapers || Download paper

  6. Customer Relationship Management Impact on Air Passengers Brand Preference. (2025). Akhaba, Jude Imokhai ; Dabiri, Olugbenga ; Pearse, Olugbenga Ezekiel.
    In: International Journal of Research and Innovation in Social Science.
    RePEc:bcp:journl:v:9:y:2025:issue-6:p:4051-4072.

    Full description at Econpapers || Download paper

  7. Customer experience orientation: Conceptual model, propositions, and research directions. (2024). Arkadan, Farah ; MacDonald, Emma K ; Wilson, Hugh N.
    In: Journal of the Academy of Marketing Science.
    RePEc:spr:joamsc:v:52:y:2024:i:6:d:10.1007_s11747-024-01031-y.

    Full description at Econpapers || Download paper

  8. Efficacy of the Net Promoter Score in predicting online MBA students intentions to give back to their alma mater. (2024). Spillan, John E ; Bell, Christine ; Kara, Ali.
    In: Journal of Marketing Analytics.
    RePEc:pal:jmarka:v:12:y:2024:i:2:d:10.1057_s41270-023-00280-0.

    Full description at Econpapers || Download paper

  9. Challenging the linearity assumption of intra-brand image confusion. (2024). Wagner, Ralf ; Grimm, Malek Simon.
    In: Journal of Marketing Analytics.
    RePEc:pal:jmarka:v:12:y:2024:i:2:d:10.1057_s41270-022-00202-6.

    Full description at Econpapers || Download paper

  10. Making the Right Call: The Heterogeneous Effects of Individual Performance Pay on Productivity. (2024). Sauermann, Jan ; Clemens, Marco.
    In: IZA Discussion Papers.
    RePEc:iza:izadps:dp17119.

    Full description at Econpapers || Download paper

  11. Making the Right Call: The Heterogeneous Effects of Individual Performance Pay on Productivity. (2024). Sauermann, Jan ; Clemens, Marco.
    In: IAAEU Discussion Papers.
    RePEc:iaa:dpaper:202405.

    Full description at Econpapers || Download paper

  12. Implementing multi-attribute utility theory in service recovery: An operational management perspective on online retailing. (2024). Xiu, Yifan ; Song, Yan ; Zhou, Liping ; Wang, Jingyuan.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:81:y:2024:i:c:s0969698924002649.

    Full description at Econpapers || Download paper

  13. Human employees and service robots in the service encounter and the role of attribution of theory of mind. (2024). Sderlund, Magnus.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:81:y:2024:i:c:s0969698924002601.

    Full description at Econpapers || Download paper

  14. Social validation, reciprocation, and sustainable orientation: Cultivating €œclean€ codes of conduct through social influence. (2024). Otterbring, Tobias ; Folwarczny, Micha.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:76:y:2024:i:c:s0969698923003636.

    Full description at Econpapers || Download paper

  15. Winning your customers’ minds and hearts: Disentangling the effects of lock-in and affective customer experience on retention. (2023). Gao, Lily ; Sese, Javier F ; Melero-Polo, Iguacel ; Haan, Evert.
    In: Journal of the Academy of Marketing Science.
    RePEc:spr:joamsc:v:51:y:2023:i:2:d:10.1007_s11747-022-00898-z.

    Full description at Econpapers || Download paper

  16. An extended health belief model for COVID-19: understanding the media-based processes leading to social distancing and panic buying. (2023). Senecal, Sylvain ; Boissonneault, Simon ; Radanielina, Marie Louise ; Vandenberghe, Christian ; Lussier, Bruno ; Gregoire, Yany.
    In: Journal of the Academy of Marketing Science.
    RePEc:spr:joamsc:v:51:y:2023:i:1:d:10.1007_s11747-022-00865-8.

    Full description at Econpapers || Download paper

  17. The relationship between the Net Promoter Score (NPS) and students’ college experiences at a state university. (2023). Zeren, Deniz ; Kara, Ali.
    In: International Review on Public and Nonprofit Marketing.
    RePEc:spr:irpnmk:v:20:y:2023:i:4:d:10.1007_s12208-022-00352-4.

    Full description at Econpapers || Download paper

  18. Selection versus scale: Loyalty indices for brand management. (2023). Kato, Takumi ; Ito, Rie ; Takenaka, Nobu ; Nishiguchi, Kazuki.
    In: Journal of Marketing Analytics.
    RePEc:pal:jmarka:v:11:y:2023:i:4:d:10.1057_s41270-022-00191-6.

    Full description at Econpapers || Download paper

  19. What consumers think about product self-assembly: Insights from big data. (2022). Safi, Roozmehr.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:153:y:2022:i:c:p:341-354.

    Full description at Econpapers || Download paper

  20. Customer mindset metrics: A systematic evaluation of the net promoter score (NPS) vs. alternative calculation methods. (2022). Story, Vicky M ; Baehre, Sven ; O'Dwyer, Michele ; O'Malley, Lisa.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:149:y:2022:i:c:p:353-362.

    Full description at Econpapers || Download paper

Coauthors

Authors registered in RePEc who have wrote about the same topic

Report date: 2025-10-05 06:52:11 || Missing content? Let us know

CitEc is a RePEc service, providing citation data for Economics since 2001. Last updated August, 3 2024. Contact: Jose Manuel Barrueco.