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Balancing reactions and actions between service receivers and service providers to resolve service failures

Magaña Carrillo, Irma; Svensson, Göran; Otero-Neira, … - In: International journal of business excellence : IJBEX 26 (2022) 1, pp. 20-41

Persistent link: https://www.econbiz.de/10013198109

Empowering leadership and the influence of a humorous work climate on service employees' creativity and innovative behaviour in frontline service jobs

Slåtten, Terje; Svensson, Göran; Sværi, Sander - In: International Journal of Quality and Service Sciences 3 (2011) 3, pp. 267-284

humorous work climate; and service employees' creativity and innovative behaviour in frontline service jobs. Design … answered by frontline service employees in hotels. Findings – The findings indicate a strong relationship between frontline … frontline service employees' creativity. In addition service employees' creativity appears to be a mediating variable in the …

Persistent link: https://www.econbiz.de/10014802475

Perceived justice in South African airline and hospital industries: measurement model

De Meyer, Christine F.; Petzer, Daniel J.; Svari, Sander; … - In: International Journal of Quality and Service Sciences 5 (2013) 2, pp. 120-139

hospital industry perspective. Furthermore, the similarities and differences of perceived justice in negative service … who experienced a negative service incident in the last year in the airline and hospital industries. The two service … compared to a more hedonistic service. Comparative and confirmatory testing of perceived justice during service encounters in a …

Persistent link: https://www.econbiz.de/10014802648

META-RELQUAL construct validation : a South African study

Mpinganjira, Mercy; Svensson, Göran; Mysen, Tore - In: African journal of economic and management studies : AJEMS 6 (2015) 4, pp. 453-465

Persistent link: https://www.econbiz.de/10011525625

Embracing or fighting the urge : a multilevel investigation on casino service, branding and impulsive gambling

Prentice, Catherine; Wong, IpKin Anthony - In: International journal of hospitality management 56 (2016), pp. 109-118

Persistent link: https://www.econbiz.de/10011521730

Insights into Vodka consumer attitude and purchasing behaviors

Prentice, Catherine; Handsjuk, Nikolai - In: Journal of retailing and consumer services 32 (2016), pp. 7-14

Persistent link: https://www.econbiz.de/10011556583

Trust and commitment as mediators between economic and non-economic satisfaction in manufacturer-supplier relationships

Ferro, Carlos; Padin, Carmen; Svensson, Göran; Payan, … - In: The journal of business & industrial marketing 31 (2016) 1, pp. 13-23

Persistent link: https://www.econbiz.de/10011539306

Customer empowerment to co-create service designs and delivery : scale development and validation

Prentice, Catherine; Han, Xiao-Yun; Li, Yao-Qi - In: Services marketing quarterly 37 (2016) 1, pp. 36-51

Persistent link: https://www.econbiz.de/10011452140

The precursor role of cooperation, coordination, and relationship assets in a relationship model

Payan, Janice M.; Hair, Joseph F.; Svensson, Göran; … - In: Journal of business-to-business marketing 23 (2016) 1, pp. 63-79

Persistent link: https://www.econbiz.de/10011496548

A sequential logic model between sales performance and salesperson satisfaction in B2B markets

Rodríguez, Rocío; Høgevold, Nils; Otero-Neira, Carmen; … - In: The journal of business & industrial marketing 37 (2022) 1, pp. 180-194

Persistent link: https://www.econbiz.de/10012797127