Jüttner, Uta; Schaffner, Dorothea; Windler, Katharina; … - In: European Journal of Marketing 47 (2013) 5/6, pp. 738-769
Purpose – The purpose of this paper is to develop and apply the sequential incident laddering technique as a novel approach for measuring customer service experiences. The proposed approach aims to correspond with the concept's theoretical foundation in the extant literature....