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When serving customers includes correcting them : understanding the ambivalent effects of enforcing service rules
Habel, Johannes; Alavi, Sascha; Pick, Doreén - In: International journal of research in marketing : IJRM ; … 34 (2017) 4, pp. 919-941
Persistent link: https://www.econbiz.de/10011792413
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Customer satisfaction and consumer expenditure in selected European countries
Yeung, Matthew C. H.; Ramasamy, Bala; Chen, Junsong; … - In: International journal of research in marketing : IJRM ; … 30 (2013) 4, pp. 406-416
Persistent link: https://www.econbiz.de/10010223383
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The smarter, the better?! : customer well-being, engagement, and perceptions in smart service systems
Henkens, Bieke; Verleye, Katrien; Larivière, Bart - In: International journal of research in marketing : IJRM ; … 38 (2021) 2, pp. 425-447
Persistent link: https://www.econbiz.de/10012591054
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How does customer recognition affect service provision?
Li, Jiaoyang; Zhang, Jianqiang - In: International journal of research in marketing : IJRM ; … 38 (2021) 4, pp. 900-914
Persistent link: https://www.econbiz.de/10013191809
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Customer defection due to service elimination and post-elimination customer behavior : an empirical investigation in telecommunications
Somosi, Agnes; Stiassny, Alfred; Kolos, Krisztina; … - In: International journal of research in marketing : IJRM ; … 38 (2021) 4, pp. 915-934
Persistent link: https://www.econbiz.de/10013191810
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Severe service failure recovery revisited : evidence of its determinants in an emerging market context
Barakat, Livia L.; Ramsey, Jase R.; Lorenz, Melanie P.; … - In: International journal of research in marketing : IJRM ; … 32 (2015) 1, pp. 113-116
Persistent link: https://www.econbiz.de/10010517007
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Optimizing service failure and damage control
Halbheer, Daniel; Gärtner, Dennis; Gerstner, Eitan; … - In: International journal of research in marketing : IJRM ; … 35 (2018) 1, pp. 100-115
Persistent link: https://www.econbiz.de/10011816976
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Quality mental model convergence and business performance
Rust, Roland T.; Moorman, Christine; Beuningen, … - In: International journal of research in marketing : IJRM ; … 33 (2016) 1, pp. 155-171
Persistent link: https://www.econbiz.de/10011490870
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Investigating the impact of service line formats on satisfaction with waiting
Kumar, Piyush; Dada, Maqbool - In: International journal of research in marketing : IJRM ; … 38 (2021) 4, pp. 974-993
Persistent link: https://www.econbiz.de/10013191817
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Patient empowerment : a cross-disease exploration of antecedents and consequences
Prigge, Jana-Kristin; Dietz, Beatrix; Homburg, Christian; … - In: International journal of research in marketing : IJRM ; … 32 (2015) 4, pp. 375-386
Persistent link: https://www.econbiz.de/10011428874