Narrow search
Showing 1 - 10 of 77,140
Cover Image
The four Ps of patient experience : a new strategic framework informed by theory and practice
Kash, Bita A.; McKahan, Molly; Tomaszewski, Lesley; … - In: Health marketing quarterly 35 (2018) 4, pp. 313-325
Persistent link: https://www.econbiz.de/10011979399
Cover Image
Impacting communication in optometry : enhancing health-service experiences
Vom Lehn, Dirk; Allen, Peter M.; Webb, Helena; Evans, … - In: European journal of marketing 56 (2022) 9, pp. 2546-2557
Persistent link: https://www.econbiz.de/10013457371
Cover Image
Customer service co-creation literacy for better service value : evidence from the health-care sector
Tram-Anh Ngoc Pham; Hau Nguyen Le; Nguyen, Dung Tien; … - In: The journal of services marketing 36 (2022) 7, pp. 940-951
Persistent link: https://www.econbiz.de/10013407621
Cover Image
Compensatory solution : can it save a company from a service failure?
Tran, Trang P.; Roswinanto, Widyarso; Yunus, Erlinda Nusron - In: Services marketing quarterly 37 (2016) 2, pp. 80-97
Persistent link: https://www.econbiz.de/10011486830
Cover Image
Customer mistreatment and service performance : a self-consistency perspective
Park, Jeongdoo; Kim, Hyun Jeong - In: International journal of hospitality management 86 (2020), pp. 1-7
Persistent link: https://www.econbiz.de/10012241518
Cover Image
The influence of service employees and other customers on customer unfriendliness : a social norms perspective
Albrecht, Arne Keno; Walsh, Gianfranco; Brach, Simon; … - In: Journal of the Academy of Marketing Science 45 (2017) 6, pp. 827-847
Persistent link: https://www.econbiz.de/10011779535
Cover Image
Do customer emotions affect agent speed? : an empirical study of emotional load in online customer contact centers
Altman, Daniel; Yom-Tov, Galit B.; Olivares, Marcelo; … - In: Manufacturing & service operations management : M & SOM 23 (2021) 4, pp. 854-875
Persistent link: https://www.econbiz.de/10012627394
Cover Image
When frontline employee behavior backfires : distinguishing between customer gratitude and indebtedness and their impact on relational behaviors
Bock, Dora E.; Folse, Judith Anne Garretson; Black, … - In: Journal of service research : JSR 19 (2016) 3, pp. 322-336
Persistent link: https://www.econbiz.de/10011665447
Cover Image
Effect of servicescape on customer behavioral intentions : moderating roles of service climate and employee engagement
Chang, Kuo-Chien - In: International journal of hospitality management 53 (2016), pp. 116-128
Persistent link: https://www.econbiz.de/10011443052
Cover Image
Gratitude in service encounters : implications for building loyalty
Bock, Dora Elizabeth; Folse, Judith Anne Garretson; … - In: The journal of services marketing 30 (2016) 3, pp. 341-358
Persistent link: https://www.econbiz.de/10011524416