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Linking employee perceptions of collective efficacy in self-managing service teams with customer-perceived service quality: A psychometric assessment
Jong, Ad de; Wetzels, Martin; Ruyter, Ko de - In: International journal of service industry management : IJSIM 19 (2008) 3, pp. 353-378
Persistent link: https://www.econbiz.de/10008071429
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Linking employee perceptions of collective efficacy in self-managing service teams with customer-perceived service quality: A psychometric assessment
Jong, Ad de; Wetzels, Martin; Ruyter, Ko de - In: International journal of service industry management : IJSIM 19 (2008) 3-4, pp. 353-378
Persistent link: https://www.econbiz.de/10008100331
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Customer adoption of e-service: An experirnental study
Ruyter, Ko de; Wetzels, Martin; Kleijnen, Mirella - In: International journal of service industry management : IJSIM 12 (2001) 2, pp. 184
Persistent link: https://www.econbiz.de/10007113901
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Customer equity considerations in service recovery: A cross-industry perspective
Ruyter, Ko de; Wetzels, Martin - In: International journal of service industry management : IJSIM 11 (2000) 1, pp. 91
Persistent link: https://www.econbiz.de/10007119215
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On the relationship between perceived service quality, service loyalty and switching costs
Ruyter, Ko de; Wetzels, Martin; Bloemer, Josée - In: International journal of service industry management : IJSIM 9 (1998) 5, pp. 436-453
Persistent link: https://www.econbiz.de/10007124733