Beatty, Sharon E.

Customer engagement: exploring customer relationships beyond purchase.

Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012) · Journal of Marketing Theory and Practice

Customer Service Quality and LoyaltyDigital Marketing and Social Media

Cited by 2,089

Switching barriers and repurchase intentions in services

Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2000) · Journal of Retailing

Customer Service Quality and LoyaltyCustomer churn and segmentation

Cited by 1,571

Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes

Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2002) · Journal of Business Research

Customer Service Quality and LoyaltyCustomer churn and segmentation

Cited by 909

Customer-based corporate reputation of a service firm: scale development and validation

Walsh, G., & Beatty, S. E. (2007) · Journal of the Academy of Marketing Science

Corporate Identity and ReputationCustomer Service Quality and Loyalty

Cited by 899

The impact of service failure severity on service recovery evaluations andpost‐recovery relationships

Weun, S., Beatty, S. E., & Jones, M. A. (2004) · Journal of Services Marketing

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 581

The Positive and Negative Effects of Switching Costs on Relational Outcomes

Jones, M. A., Reynolds, K. E., Mothersbaugh, D. L., & Beatty, S. E. (2007) · Journal of Service Research

Customer Service Quality and LoyaltyCustomer churn and segmentation

Cited by 446

Signaling the Trustworthiness of Small Online Retailers

Wang, S., Beatty, S. E., & Foxx, W. (2004) · Journal of Interactive Marketing

Technology Adoption and User BehaviourPrivacy, Security, and Data Protection

Cited by 287

Disclosure Antecedents in an Online Service Context: The Role of Sensitivity of Information

Mothersbaugh, D. L., Foxx, W. K., Beatty, S. E., & Wang, S. (2012) · Journal of Service Research

Privacy, Security, and Data ProtectionTechnology Adoption and User Behaviour

Cited by 257

The customer-based corporate reputation scale: Replication and short form

Walsh, G., Beatty, S. E., & Shiu, E. M. K. (2009) · Journal of Business Research

Corporate Identity and ReputationCustomer Service Quality and Loyalty

Cited by 238

Consumer Comfort in Service Relationships: Measurement and Importance

Spake, D. F., Beatty, S. E., Brockman, B. K., & Crutchfield, T. N. (2003) · Journal of Service Research

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 208

Reflections on discriminant validity: Reexamining the Bove et al. (2009) findings

Shiu, E., Pervan, S. J., Bove, L. L., & Beatty, S. E. (2011) · Journal of Business Research

Psychometric Methodologies and TestingCustomer Service Quality and Loyalty

Cited by 111

Unintended reward costs: the effectiveness of customer referral reward programs for innovative products and services

Dose, D. B., Walsh, G., Beatty, S. E., & Elsner, R. (2019) · Journal of the Academy of Marketing Science

Digital Marketing and Social MediaCustomer Service Quality and Loyalty

Cited by 60