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Customization of the service experience: The role of the frontline employee
Bettencourt, Lance A.; Gwinner, Kevin - In: International journal of service industry management : IJSIM 7 (1996) 2, pp. 3-20
Persistent link: https://www.econbiz.de/10007135405
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Service recovery: Its value and limitations as a retail strategy
Brown, Stephen W.; Cowles, Deborah L.; Tuten, Tracy L. - In: International journal of service industry management : IJSIM 7 (1996) 5, pp. 32-46
Persistent link: https://www.econbiz.de/10007134281
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Generating positive word-of-mouth communication through customer-employee relationships
Gremler, Dwayne D.; Gwinner, Kevin P.; Brown, Stephen W. - In: International journal of service industry management : IJSIM 12 (2001) 1, pp. 44-59
Persistent link: https://www.econbiz.de/10007114625
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The loyalty ripple effect: Appreciating the full value of customers
Gremler, Dwayne D.; Brown, Stephen W. - In: International journal of service industry management : IJSIM 10 (1999) 3, pp. 271-291
Persistent link: https://www.econbiz.de/10007121304
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Manufacturers forming successful complex business services: Designing an organization to fit the market
Neu, Wayne A.; Brown, Stephen W. - In: International journal of service industry management : IJSIM 19 (2008) 2, pp. 232-251
Persistent link: https://www.econbiz.de/10008052369