Concepedia

Tomás Bayón

TB

10

Publications

1.2K

Citations

10

H-Index

2002

Active since

Affiliations

German Graduate School of Management and Law(Current)

International University in Germany

Heilbronn University

European University Viadrina

University of Mannheim

Tomás Bayón is an author at German Graduate School of Management and Law specializing in marketing, management, and business.

Top concepts

MarketingManagementBusinessCustomer SatisfactionConsumer ResearchService QualityConsumer BehaviorHospitality ManagementAdvertisingCommunication

Publications per year

2002–2023

10

Publications

10

The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition

Florian von Wangenheim, Tomás Bayón · Journal of the Academy of Marketing Science · 2007 · 346 citations

Customer Experience, Customer Satisfaction, Customer Journey Analysis +10

The effect of word of mouth on services switching

Florian von Wangenheim, Tomás Bayón · European Journal of Marketing · 2004 · 296 citations

Service Provider, Customer Satisfaction, Online Customer Behavior +13

Satisfaction, loyalty and word of mouth within the customer base of a utility provider: differences between stayers, switchers and referral switchers

Florian von Wangenheim, Tomás Bayón · Journal of Consumer Behaviour · 2004 · 133 citations

Customer Experience, Customer Satisfaction, Direct Mail +20

Customer Equity Marketing:

Tomás Bayón, Jens Gutsche, Hans H. Bauer · European Management Journal · 2002 · 120 citations

Customer Satisfaction, Relationship Marketing, Management +5

Behavioral Consequences of Overbooking Service Capacity

Florian von Wangenheim, Tomás Bayón · Journal of Marketing · 2007 · 110 citations

Customer Experience, Customer Satisfaction, Negative Events +17

Rows per page

1–5 of 10