Session: 2E
Customer Experience II

Chair

Lerzan Aksoy

Time

13:30 - 15:00 on Friday, 15th of June 2018

Venue

GB19

13:30

Trapped in a service encounter – Exploring customer lock-in perceptions during negative service experiences

Sabine Fliess (University of Hagen), Maarten Volkers (University of Hagen)
14:00

The Digital Selling Experience: Consumer-to-Consumer E-Commerce

Mika Yrjölä (University of Tampere), Hannu Saarijärvi (University of Tampere), Oskari Paakki (University of Tampere)
14:30

Pump Up the Volume: Understanding the Drivers of Word-of-Mouth Volume Across Industries

Timothy Keiningham (St. John's University), Roland Rust (University of Maryland), Bart Larivière (Ghent University), Lerzan Aksoy (Fordham university), luke williams (Qualtrics)