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Assessing behavior before it becomes behavior: An examination of the role of intentions as a link between satisfaction and repatronizing behavior
Söderlund, Magnus; Öhman, Niclas - In: International journal of service industry management : IJSIM 16 (2005) 2, pp. 152-168
Persistent link: https://www.econbiz.de/10007098493
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Revisiting the smiling service worker and customer satisfaction
Söderlund, Magnus; Rosengren, Sara - In: International journal of service industry management : IJSIM 19 (2008) 5, pp. 552-574
Persistent link: https://www.econbiz.de/10008136372
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Customer satisfaction and its consequences on customer behaviour revisited: The impact of different levels of satisfaction on word-of-mouth, feedback to the supplier and loyalty
Söderlund, Magnus - In: International journal of service industry management : IJSIM 9 (1998) 2, pp. 169-188
Persistent link: https://www.econbiz.de/10007126674
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Relationships, the role of individuals and knowledge flows in the internationalisation of service firms
Lindsay, Valerie; Chadee, Doren; Mattsson, Jan; … - In: International journal of service industry management : IJSIM 14 (2003) 1, pp. 7-35
Persistent link: https://www.econbiz.de/10007106302
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Communication dynamics in the service encounter: A linguistic study in a hotel conference department
Mattsson, Jan; Haring, Marten J.den - In: International journal of service industry management : IJSIM 9 (1998) 5, pp. 416-435
Persistent link: https://www.econbiz.de/10007124734
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A comparison of service delivery processes of different complexity
Danaher, Peter J.; Mattsson, Jan - In: International journal of service industry management : IJSIM 9 (1998) 1, pp. 48-63
Persistent link: https://www.econbiz.de/10007127465