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Retrospective: compatibility management : customer-to-customer relationships in service environments
Martin, Charles L. - In: The journal of services marketing 30 (2016) 1, pp. 11-15
Persistent link: https://www.econbiz.de/10011445595
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Unpacking the relationship between customer citizenship behavior and dysfunctional customer behavior : the role of customer moral credits and entitlement
Gong, Taeshik; Wang, Chen-Ya - In: Journal of service theory and practice 33 (2023) 1, pp. 110-137
Persistent link: https://www.econbiz.de/10014301949
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A review of customer citizenship behaviors in the service context
Gong, Taeshik; Yi, Youjae - In: The service industries journal 41 (2021) 3/4, pp. 169-199
Persistent link: https://www.econbiz.de/10012483668
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Motivations leading to customer citizenship behavior in services : scale development and validation
Choi, Laee; Lotz, Sherry - In: The journal of consumer marketing 33 (2016) 7, pp. 539-551
Persistent link: https://www.econbiz.de/10011642294
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A typology of customer-to-customer interaction and its implications for excellence in service provision
Sá, Patrícia Moura; Amorim, Marlene - In: Total quality management & business excellence : an … 28 (2017) 10, pp. 1183-1193
Persistent link: https://www.econbiz.de/10011778140
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Dualities of digital services : everyday digital services as positive and negative contributors to customer well-being
Kemppainen, Tiina; Paananen, Tiina Elina - In: Journal of service theory and practice 34 (2024) 3, pp. 464-490
Persistent link: https://www.econbiz.de/10015055422
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Impact of customer-to-customer interactions on overall service experience : a social servicescape perspective
Lin, Hongxia; Gursoy, Dogan; Zhang, Meng - In: International journal of hospitality management 87 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012241876
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Developing a typology of disruptive customer behaviors : influence of customer misbehavior on service experience of by-standing customers
Gursoy, Dogan; Cai, Ruiying; Anaya, Gerardo Joel - In: International journal of contemporary hospitality management 29 (2017) 9, pp. 2341-2360
Persistent link: https://www.econbiz.de/10011761812
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A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.; Brady, Michael K.; Hopkins, Lucas M. - In: Journal of service research : JSR 21 (2018) 2, pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
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The influence of perceived risks on yacht voyagers' service appraisals : evaluating customer-to-customer interaction as a risk dimension
Paker, Neslihan; Gök, Osman - In: Journal of travel and tourism marketing 38 (2021) 6, pp. 582-596
Persistent link: https://www.econbiz.de/10012623380