WHEN THE CREDIBILITY OF NEGATIVE ONLINE REVIEWS BLURS THE EFFECT OF POSITIVE REVIEWS AND ALTERS INTENTION TO STAY
AMINE Abdelmajid, DE PECHPEYROU Pauline, SAWADOGO Hamidou

The impact of trust on the attitude and behavioral intention of collaborative consumers
GAMMOUDI Khouloud, SAIED BEN RACHED Kaouther

Transgression to the test of the customer relationship : friend or enemy?
HANAN Audrey, MOULINS Jean-Louis, FONS Cendrine

Assessment of alliance-wide rewards experience of alliance-wide loyalty programmes offered by alliance carriers.
JANAWADE Vikrant, SIMEON Roblyn, TOURNOIS Nadine

Who is to blame? The Attribution of Negative Touchpoints and its Impact on Overall Customer Satisfaction
MELNYK Vladimir, DE VRIES Eline L.E., DUQUE Lola C.

Complex and New Market Challenges call for Sophisticated Job Specifications in Key Account Management [Qualitative Case Study]
NIERSBACH Barbara, HOHL Eberhard, IVENS Bjoern

Lessons Learned from Integrated Marketing Communications: An Integrated Relationship Marketing Approach
SIEMS Florian, LANDMANN Elisa, PILNY Henrietta Leonie

Intensified digitization and human Buyer-Seller relationships: a strategic dimension for manufacturers and distributors sales leaders
WINNIGER-LEMARQUIS Geneviève, MERCANTI-GUERIN Maria