Product competitiveness and beating analyst earnings target Xueming Luo Original Empirical Research 18 July 2009 Pages: 253 - 264
On the importance of complaint handling design: a multi-level analysis of the impact in specific complaint situations Christian HomburgAndreas FürstNicole Koschate Original Empirical Research 09 October 2009 Pages: 265 - 287
The service quality-satisfaction link revisited: exploring asymmetries and dynamics Tomas FalkMaik HammerschmidtJeroen J. L. Schepers Original Empirical Research Open access 30 July 2009 Pages: 288 - 302
The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development Philippe AurierGilles N’Goala Original Empirical Research 02 September 2009 Pages: 303 - 325
Customer relationship management and firm performance: the mediating role of business strategy Martin ReimannOliver SchilkeJacquelyn S. Thomas Original Empirical Research 12 August 2009 Pages: 326 - 346
Great expectations and broken promises: misleading claims, product failure, expectancy disconfirmation and consumer distrust Peter R. DarkeLaurence AshworthKelley J. Main Original Empirical Research 18 September 2009 Pages: 347 - 362
Antecedents and consequences of adaptive selling confidence and behavior: a dyadic analysis of salespeople and their customers Sergio RománDawn Iacobucci Original Empirical Research 01 October 2009 Pages: 363 - 382
Sales promotions and channel coordination Berend WierengaHan Soethoudt Original Empirical Research Open access 01 August 2009 Pages: 383 - 397