Customers, Employees and Communication
Author:
Publisher
Springer International Publishing
Link
http://link.springer.com/content/pdf/10.1007/978-3-030-00287-9_4
Reference93 articles.
1. Anderson, E., & Sullivan, M. (1993). The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12(2), 125–143.
2. Arndt, J. (1967). Role of Product-Related Conversations in the Diffusion of a New Product. Journal of Marketing Research, 4(3), 291–295.
3. Ball, J., & Barnes, D. C. (2017). Delight and the Grateful Customer: Beyond Joy and Surprise. Journal of Service Theory and Practice, 27(1), 250–269.
4. Baron, S., Harris, K., & Elliott, D. (2005). Consumer as Stakeholder in Service Crises: Perspectives from Services Marketing. Risk Management: An International Journal, 7(2), 49–63.
5. Berman, B. (2005). How to Delight Your Customers. California Management Review, 48(1), 129–151.
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