Wagner, Janet
University of Maryland, College Park
2 papers on CoChat
Most cited papers
- Verified
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research
Customer Service Quality and LoyaltyService and Product Innovation
Cited by 2,058
- Verified
Striking the Right Balance: Designing Service to Enhance Business-to-Business Relationships
Bolton, R. N., Smith, A. K., & Wagner, J. (2003) · Journal of Service Research
Customer Service Quality and LoyaltyService and Product Innovation
Cited by 135
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