Luke Williams

Service Failure Severity, Customer Satisfaction, and Market Share

Timothy L. Keiningham, Forrest V. Morgeson, Lerzan Aksoy et al. · Journal of Service Research · 2014 · 93 citations

Customer Satisfaction, Minor Incidents, Consumer Research +16

A holistic examination of Net Promoter

Timothy L. Keiningham, Lerzan Aksoy, Bruce Cooil et al. · Journal of Database Marketing & Customer Strategy Management · 2008 · 83 citations · Full text

Net Promoter, Economics Of Network, Digital Marketing +4

A roadmap for driving customer word-of-mouth

Timothy L. Keiningham, Roland T. Rust, Bart Larivière et al. · Journal of service management · 2018 · 71 citations

Marketing Analytics, Customer Satisfaction, Relationship Marketing +15

Does loyalty span domains? Examining the relationship between consumer loyalty, other loyalties and happiness

Lerzan Aksoy, Timothy L. Keiningham, Alexander Buoye et al. · Journal of Business Research · 2015 · 70 citations

Relationship Marketing, Customer Satisfaction, Consumer Loyalty +10

The practitioners’ path to customer loyalty: Memorable experiences or frictionless experiences?

Luke Williams, Alexander Buoye, Timothy L. Keiningham et al. · Journal of Retailing and Consumer Services · 2020 · 45 citations

Customer Experience, Customer Satisfaction, Frictionless Experiences +8