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The relation between perceived service innovation, service value, emotional intelligence, customer commitment and loyalty in b2b
Boxer, Israel; Rekettye, Gabor - In: International journal of services and operations management 8 (2011) 2, pp. 222-256
Persistent link: https://www.econbiz.de/10008907214
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A typology for frontline employee adaptability to gain insights in service customisation : a viewpoint
Sony, Michael; Mekoth, Nandakumar - In: International journal of services and operations management 12 (2012) 4, pp. 490-508
Persistent link: https://www.econbiz.de/10009576342
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The cost (and the value) of customer attire : linking high- and low-end dress styles to service quality and prices offered by service employees
Vilnai-Yavetz, Iris; Gilboa, Shaked - In: Service business 8 (2014) 2, pp. 355-373
Persistent link: https://www.econbiz.de/10010351398
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Customer input failures in service processes
Seppänen, Kaisa; Huiskonen, Janne; Karppinen, Henri - In: International journal of services and operations management 17 (2014) 4, pp. 439-452
Persistent link: https://www.econbiz.de/10010410864
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Customer compliance with employee fuzzy requests in service encounters : a self-determination theory perspective
Teng, Teng; Zhang, Shengliang; Li, Xiaodong; Chen, Yuan - In: Service business 14 (2020) 2, pp. 217-240
Persistent link: https://www.econbiz.de/10012304231
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Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour : does gender make a difference?
Daskin, Mustafa; Azilah Kasim - In: International journal of services and operations management 23 (2016) 4, pp. 467-485
Persistent link: https://www.econbiz.de/10011588653
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Service recovery strategies using social media sites
Fan, Ying; Niu, Run H. - In: International journal of services and operations management 28 (2017) 4, pp. 540-563
Persistent link: https://www.econbiz.de/10011860881
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A framework for a customer approach to performance measurement in a service context
Ukko, Juhani; Pekkola, Sanna - In: International journal of services and operations management 22 (2015) 2, pp. 210-220
Persistent link: https://www.econbiz.de/10011522569
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Exploring consumer power triggers in retail and service settings
Apiradee Wongkitrungrueng - In: International journal of services and operations management 34 (2019) 4, pp. 421-446
Persistent link: https://www.econbiz.de/10012162856
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How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies; Van Vaerenbergh, Yves; Van den … - In: Service business 13 (2019) 3, pp. 581-602
Persistent link: https://www.econbiz.de/10012124374