Frontline employees' innovative service behavior as key to customer loyalty : insights into FLEs' resource gain spiral
Year of publication: |
March 2017
|
---|---|
Authors: | Stock-Homburg, Ruth ; Jong, Ad de ; Zacharias, Nicolas A. |
Published in: |
The journal of product innovation management : an international publication of the Product Development & Management Association. - Oxford : Blackwell Publishing, ISSN 0737-6782, ZDB-ID 722136-8. - Vol. 34.2017, 2, p. 223-245
|
Subject: | Dienstleistungsinnovation | Service innovation | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Kundenbindung | Customer retention | Deutschland | Germany |
-
Market-oriented airline service design
Schön, Cornelia, (2007)
-
Service design for a holistic customer experience : a process framework
Bellos, Ioannis, (2021)
-
Staging personalization : a service design perspective
Lei, Soey Sut Ieng, (2023)
- More ...
-
Jong, Ad de, (2021)
-
Neuroticism and the sales profession
Habel, Johannes, (2024)
-
Das richtige Maß für Innovationen
Stock-Homburg, Ruth, (2009)
- More ...