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1

A Longitudinal Study of Complaining Customers’ Evaluations of Multiple Service Failures and Recovery Efforts

Maxham, James G., Netemeyer, Richard G.

Journal:

Journal of Marketing

Year:

2002

Language:

english

File:

PDF, 135 KB

english, 2002

2

Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees

Hartline, Michael D., Maxham, James G., McKee, Daryl O.

Journal:

Journal of Marketing

Year:

2000

Language:

english

File:

PDF, 132 KB

english, 2000

3

Return Shipping Policies of Online Retailers: Normative Assumptions and the Long-Term Consequences of Fee and Free Returns

Bower, Amanda B, Maxham, James G

Journal:

Journal of Marketing

Year:

2012

Language:

english

File:

PDF, 457 KB

english, 2012

4

Conflicts in the Work–Family Interface: Links to Job Stress, Customer Service Employee Performance, and Customer Purchase Intent

Netemeyer, Richard G., Maxham, James G., Pullig, Chris

Journal:

Journal of Marketing

Year:

2005

Language:

english

File:

PDF, 156 KB

english, 2005

5

The Relationships Among Manager-, Employee-, and Customer-Company Identification: Implications For Retail Store Financial Performance

Donald R. Lichtenstein, Richard G. Netemeyer, James G. Maxham III

Journal:

Journal of Retailing

Year:

2010

Language:

english

File:

PDF, 260 KB

english, 2010

6

A cross-lagged test of the association between customer satisfaction and employee job satisfaction in a relational context.

Zablah, Alex R., Carlson, Brad D., Donavan, D. Todd, Maxham, James G., Brown, Tom J.

Journal:

Journal of Applied Psychology

Year:

2016

Language:

english

File:

PDF, 228 KB

english, 2016

7

The Retail Value Chain: Linking Employee Perceptions to Employee Performance, Customer Evaluations, and Store Performance

Maxham, James G., Netemeyer, Richard G., Lichtenstein, Donald R.

Journal:

Marketing Science

Year:

2008

Language:

english

File:

PDF, 276 KB

english, 2008

8

Conflicts in the Work-Family Interface: Links to Job Stress, Customer Service Employee Performance, and Customer Purchase Intent

Richard G. Netemeyer, James G. Maxham III and Chris Pullig

Journal:

Journal of Marketing

Year:

2005

Language:

english

File:

PDF, 2.47 MB

english, 2005

9

The Impact of a New Retail Brand In-Store Boutique and its Perceived Fit with the Parent Retail Brand on Store Performance and Customer Spending

Netemeyer, Richard G., Heilman, Carrie M., Maxham, James G.

Journal:

Journal of Retailing

Year:

2012

Language:

english

File:

PDF, 209 KB

english, 2012

10

Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent

James G Maxham III, Richard G Netemeyer

Journal:

Journal of Retailing

Year:

2002

Language:

english

File:

PDF, 147 KB

english, 2002

11

Firms Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers' Evaluations of Complaint Handling

James G. Maxham III and Richard G. Netemeyer

Journal:

Journal of Marketing

Year:

2003

Language:

english

File:

PDF, 3.68 MB

english, 2003

12

Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees

Michael D. Hartline, James G. Maxham III and Daryl O. McKee

Journal:

Journal of Marketing

Year:

2000

Language:

english

File:

PDF, 3.18 MB

english, 2000

13

A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts

James G. Maxham III and Richard G. Netemeyer

Journal:

Journal of Marketing

Year:

2002

Language:

english

File:

PDF, 2.74 MB

english, 2002

14

Salesforce automation systems: an exploratory examination of organizational factors associated with effective implementation and salesforce productivity

Chris Pullig, James G. Maxham III, Joseph F. Hair Jr.

Journal:

Journal of Business Research

Year:

2002

Language:

english

File:

PDF, 178 KB

english, 2002

15

Firms Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling

Maxham, James G., Netemeyer, Richard G.

Journal:

Journal of Marketing

Year:

2003

Language:

english

File:

PDF, 149 KB

english, 2003

16

Store manager performance and satisfaction: Effects on store employee performance and satisfaction, store customer satisfaction, and store customer spending growth.

Netemeyer, Richard G., Maxham, James G., Lichtenstein, Donald R.

Journal:

Journal of Applied Psychology

Year:

2010

Language:

english

File:

PDF, 293 KB

english, 2010

17

Student Expectations of the University Experience: Levels and Antecedents for Pre-Entry Freshmen

Licata, Jane W., Maxham, James G.

Journal:

Journal of Marketing for HIGHER EDUCATION

Year:

1999

Language:

english

File:

PDF, 3.80 MB

english, 1999

18

Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions

James G Maxham III

Journal:

Journal of Business Research

Year:

2001

Language:

english

File:

PDF, 146 KB

english, 2001

19

JASPER-BEARING ASSEMBLAGES IN PENNSYLVANIA: IMPLICATIONS FOR THE ANTIQUITY AND SCALE OF REGIONAL EXCHANGE

James W. Hatch and Mintcy D. Maxham

Journal:

Archaeology of Eastern North America

Year:

1995

Language:

english

File:

PDF, 3.31 MB

english, 1995

20

Employee versus supervisor ratings of performance in the retail customer service sector: Differences in predictive validity for customer outcomes

Richard G. Netemeyer, James G. Maxham III

Journal:

Journal of Retailing

Year:

2007

Language:

english

File:

PDF, 384 KB

english, 2007

21

Does Selective Sales Force Training Work?

Atefi, Yashar, Ahearne, Michael, Maxham, James, Donavan, Todd, Carlson, Brad

Journal:

Journal of Marketing Research

Year:

2018

Language:

english

File:

PDF, 1.01 MB

english, 2018

22

Retail capability systems

Obeng, Efua, Prescott, John E., Hulland, John, Gilbert, Robert, Maxham, James

Journal:

Year:

2015

Language:

english

File:

PDF, 540 KB

english, 2015

23

Narrative text biases attending the critical incidents technique

Burns, Alvin C., Williams, Laura A., “Trey” Maxham, James

Journal:

Qualitative Market Research / An International Journal

Year:

2000

Language:

english

File:

PDF, 217 KB

english, 2000

24

Identification and Aftermarket Personalization with Durable Goods

Donavan, D. Todd, Janda, Swinder, Maxham, James G.

Journal:

Psychology and Marketing

Year:

2015

Language:

english

File:

PDF, 401 KB

english, 2015

25

Identification with the retail organization and customer-perceived employee similarity: Effects on customer spending.

Netemeyer, Richard G., Heilman, Carrie M., Maxham, James G.

Journal:

Journal of Applied Psychology

Year:

2012

Language:

english

File:

PDF, 854 KB

english, 2012

26

Does Selective Sales Force Training Work?

Atefi, Yashar, Ahearne, Michael, Maxham, James G., Donavan, D. Todd, Carlson, Brad D.

Journal:

Journal of Marketing Research

Year:

2018

Language:

english

File:

PDF, 404 KB

english, 2018

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