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Start Over Degree PHD Committee Member Anna S Mattila Keyword loyalty

1. A TYPOLOGY OF CONSUMER DISSATISFACTION RESPONSES: EXIT, VOICE, LOYALTY, AND “MORE”

open_access
Open Access
Author:
Ro, Hee Jung
Title:
A TYPOLOGY OF CONSUMER DISSATISFACTION RESPONSES: EXIT, VOICE, LOYALTY, AND “MORE”
Graduate Program:
Hotel, Restaurant, and Institutional Management
Keywords:
consumer complaining behavior
dissatisfaction responses
exit
voice
loyalty
and negelct
File:
Download DISSERTATION_Revised__Final_.pdf
Committee Members:
Anna S Mattila, Committee Chair/Co-Chair
David Allen Cranage, Committee Member
Daniel John Mount, Committee Member
Margaret Grace Meloy, Committee Member
Karen Boomer, Committee Member

2. Exploring the role of grounded relationship quality and loyal customer contribution in the satisfaction-loyalty chain in ongoing service relationships

open_access
Open Access
Author:
Hermans, Olaf
Title:
Exploring the role of grounded relationship quality and loyal customer contribution in the satisfaction-loyalty chain in ongoing service relationships
Graduate Program:
Hospitality Management
Keywords:
service relationships
loyalty
relationship quality
satisfaction
co-ownership
dyads
File:
Download 20190331_Olaf_Hermans_Doctoral_Dissertation_Hospitality_Management.pdf
Committee Members:
Hubert Van Hoof, Dissertation Advisor/Co-Advisor
Anna S Mattila, Committee Chair/Co-Chair
Donna L Quadri-Felitti, Committee Member
Michael J Tews, Jr., Committee Member
Denise Haunani Solomon, Outside Member