This chapter builds on the prior two chapters, which concern the nature of the positive and
negative relationships between customers and the people and organizations that deliver …

Der überwiegende Teil der vorliegenden Arbeit entstand während meiner Zeit als
wissenschaftlicher Mitarbeiter am Lehrstuhl für Betriebswirtschaftslehre mit Schwerpunkt …

The process of psychological contract breach (PSYCB) is largely studied in the literature of
organizational behavior which states that PSYCB has negative impact on attitudes of …

The present dissertation empirically assesses the effects of failure, complaints, and recovery
on actual purchase behavior. Using a unique data set incorporating retail purchase data …

Bank frauds worth INR 18170 crores have been reported in the fiscal year 2016-17 in India
(Bandyopadhyay 2018; PTI 2018). These frauds often happen in active collusion of the bank …

Lilien et al (2016) abordaram a complexidade das relações comerciais em Business-to-
Business. Muito mais do que uma simples troca comercial, as relações entre empresas …

Avec le changement de paradigme en marketing, la fidélité client est un des enjeux majeurs
pour les académiques et praticiens du marketing relationnel. Avec des marchés de plus en …

The current thesis contributes to service marketing and branding literature by investigating
the impact of service recovery (customer participation in service recovery and firm recovery) …

In today's competitive marketplace, simply satisfying customers is no longer sufficient to
assure long-term customer-firm relationships, especially for firms that experience a service …

Building sustainable customer relationships through effective service recovery is a
worthwhile goal for all airline companies in an era of intense competition. Developing …