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Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.; Fombelle, Paul W.; Gregoire, Yany; … - In: Journal of business research : JBR 79 (2017), pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
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Transformative hospitality services : a conceptualization and development of organizational dimensions
Gallan, Andrew S.; Kabadayi, Sertan; Ali, Faizan; … - In: Journal of business research : JBR 134 (2021), pp. 171-183
Persistent link: https://www.econbiz.de/10012643724
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Employee engagement and the service profit chain in a quick-service restaurant organization
Lambert, Abbie; Jones, Robert Paul; Clinton, Suzanne - In: Journal of business research : JBR 135 (2021), pp. 214-225
Persistent link: https://www.econbiz.de/10012647809
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Similarity over difference : how congruency in customer characteristics drives service experiences
Nguyen, July; Ferraro, Carla; Sands, Sean - In: Journal of business research : JBR 121 (2020), pp. 592-603
Persistent link: https://www.econbiz.de/10012417380
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A new service development integrated model
Lee, Yu-cheng; Chen, Jih-kuang - In: The service industries journal 29 (2009) 11/12, pp. 1669-1686
Persistent link: https://www.econbiz.de/10003928655
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Consumers' captive service experiences : it's you and me
Rayburn, Steven W. - In: The service industries journal 35 (2015) 15/16, pp. 806-825
Persistent link: https://www.econbiz.de/10011416846
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Service encounters as bases for innovation
Sundbo, Jon; Sundbo, Donna; Henten, Anders - In: The service industries journal 35 (2015) 5/6, pp. 255-274
Persistent link: https://www.econbiz.de/10011299600
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Relative importance and combined effects of attributes of customer satisfaction
Zhang, Ziqiong; Zhang, Zili; Law, Rob - In: The service industries journal 34 (2014) 6, pp. 550-566
Persistent link: https://www.econbiz.de/10010379334
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Complexity of internal services : scale development and validation
Braun, Corina; Hadwich, Karsten - In: Journal of business research : JBR 69 (2016) 9, pp. 3508-3522
Persistent link: https://www.econbiz.de/10011514851
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Antecedents and consequences of co-creation in credence-based service contexts
Kasnakoglu, Berna Tari - In: The service industries journal 36 (2016) 1/2, pp. 1-20
Persistent link: https://www.econbiz.de/10011564479