The paradox of customer education: Customer expertise and loyalty in the financial services industry

By Simon Bell, Andreas B. Eisingerich. 2007

186 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/d7583ac4285153005a6b9210df8c88b988d9d960

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Edwin N. Torres
2. Marissa Orlowski
3. B. Lukas
4. L. Bove
5. Mathilda van Niekerk
6. I. Karpen

In Sociology and Political Science

1. Edwin N. Torres
2. Marissa Orlowski
3. B. Lukas
4. L. Bove
5. Mathilda van Niekerk
6. I. Karpen

In Strategy and Management

1. B. Lukas
2. L. Bove
3. Mathilda van Niekerk
4. I. Karpen

Citations in the corpus

• Linking Service-Dominant Logic and Strategic Business Practice (2012, background): “That is, with higher operant resource density (e.g., more accumulated knowledge) and the ability to make use thereof, customers have increased potential to achieve desired outcomes (Bell and Eisingerich 2007; Möller 2006).”
• Customer and Employee Incivility and Its Causal Effects in the Hospitality Industry (2017, background): “In spite of the positive effects of customer education, a more knowledgeable customer can have more information to compare competitors, and thus a business may open the door for greater competition (Bell & Eisingerich, 2007).”