Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Year of publication: |
October 2017
|
---|---|
Authors: | Voorhees, Clay M. ; Fombelle, Paul W. ; Gregoire, Yany ; Bone, Sterling ; Gustafsson, Anders ; Sousa, Rui ; Walkowiak, Travis |
Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 79.2017, p. 269-280
|
Subject: | Service research | Service experience | Service encounters | Pre-core encounter | Core encounter | Post-core encounter | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Dienstleistung | Services | Dienstleistungssektor | Service industry | Dienstleistungsmanagement | Service management | Beziehungsmarketing | Relationship marketing |
-
Retrospective: compatibility management : customer-to-customer relationships in service environments
Martin, Charles L., (2016)
-
Kemppainen, Tiina, (2024)
-
Customer use of virtual channels in multichannel services : does type of activity matter?
Sousa, Rui, (2015)
- More ...
-
Customer deviance : a framework, prevention strategies, and opportunities for future research
Fombelle, Paul W., (2020)
-
Voorhees, Clay M., (2020)
-
Bone, Sterling A., (2017)
- More ...