All Stories

  1. A roadmap for driving customer word-of-mouth

    Article • Journal of Service Management, January 2018, Emerald

    Lerzan Aksoy

  2. Customer engagement in a Big Data world

    Article • Journal of Services Marketing, April 2017, Emerald

    Marianna Sigala, Lerzan Aksoy

  3. Linking satisfaction to credit card decisions: an application of the Wallet Allocation Rule

    Article • The International Journal of Bank Marketing, April 2017, Emerald

    Lerzan Aksoy, Dr Alexander J Buoye

  4. Customer Satisfaction and Double Jeopardy

    Article • Journal of Service Management, August 2016, Emerald

    Lerzan Aksoy, Dr Alexander J Buoye

  5. Relative Value and Customer Choice in Loan Decisions: An Application of the Wallet Allocation Rule

    Article • Journal of Creating Value, March 2016, SAGE Publications

    Lerzan Aksoy

  6. Modeling Heterogeneity in the Satisfaction, Loyalty Intention, and Shareholder Value Linkage: A Cross-Industry Analysis at the Customer and Firm Levels

    Article • Journal of Marketing Research, February 2016, American Marketing Association (AMA)

    Lerzan Aksoy

  7. Conducting service research that matters

    Article • Journal of Services Marketing, September 2015, Emerald

    Lerzan Aksoy, Professor Anders Gustafsson, Lars Witell

  8. Relative measures in service research

    Article • Journal of Services Marketing, September 2015, Emerald

    Lerzan Aksoy

  9. Perceptions are relative

    Article • Journal of Service Management, March 2015, Emerald

    Lerzan Aksoy, Arne De Keyser, Dr Alexander J Buoye

  10. The cumulative effect of satisfaction with discrete transactions on share of wallet

    Article • Journal of Service Management, June 2014, Emerald

    Lerzan Aksoy, Dr Alexander J Buoye

  11. How do you measure what you can't define?

    Article • Journal of Service Management, August 2013, Emerald

    Lerzan Aksoy

  12. Utilizing customer metrics in the digital age

    Article • Journal of Service Management, June 2013, Emerald

    Lerzan Aksoy, Full Professor Bernd Skiera