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Journal Articles

Perceptions are relative: An examination of the relationship between relative satisfaction metrics and share of wallet

Timothy Lee Keiningham, Bruce Cooil, Edward C Malthouse, Bart Lariviere, Alexander Buoye, Lerzan Aksoy, Arne De Keyser

Journal of Service Management (2015) 26 (1): 2–43.

https://doi.org/10.1108/JOSM-12-2013-0345

Published: 16 March 2015

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Journal Articles

A longitudinal examination of customer commitment and loyalty

Bart Lariviere, Timothy L. Keiningham, Bruce Cooil, Lerzan Aksoy, Edward C. Malthouse

Journal of Service Management (2014) 25 (1): 75–100.

https://doi.org/10.1108/JOSM-01-2013-0025

Published: 11 March 2014

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Journal Articles

Does satisfaction matter more if a multichannel customer is also a multicompany customer?

Bart Larivière, Lerzan Aksoy, Bruce Cooil, Timothy L. Keiningham

Journal of Service Management (2011) 22 (1): 39–66.

https://doi.org/10.1108/09564231111106910

Published: 15 March 2011

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