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Determining satisfaction through customer-perceived service quality and value : evidence from Ethiopian telecommunications
Negi, Rakshit - In: International journal of services and operations management 7 (2010) 3, pp. 333-350
Persistent link: https://www.econbiz.de/10008798963
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Customer satisfaction with call centre care : an explanatory empirical study of service encounters in Germany
Gerpott, Torsten J. - In: International journal of services and operations management 13 (2012) 4, pp. 525-553
Persistent link: https://www.econbiz.de/10009670773
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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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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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The facilitating dynamic of customer-employee satisfaction : contributions from the person-centred approach to service encounters
Chinchilla, Andrés; Sepúlveda, César J.; Madero, Sergio - In: International journal of services and operations management 32 (2019) 3, pp. 339-361
Persistent link: https://www.econbiz.de/10012009018
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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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The level of service quality in the mobile telephony sector : the case of Mauritius
Mahadeo, J. D.; Durbarry, Ramesh - In: International journal of services and operations management 4 (2008) 6, pp. 730-744
Persistent link: https://www.econbiz.de/10003765136
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Effects of customer services efficiency and market effectiveness on dealer performance
Rajagopal - In: International journal of services and operations management 5 (2009) 5, pp. 575-594
Persistent link: https://www.econbiz.de/10003884853
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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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Creating value for the business service buyer through modularity
Ulkuniemi, Pauliina; Pekkarinen, Saara - In: International journal of services and operations management 8 (2011) 2, pp. 127-141
Persistent link: https://www.econbiz.de/10008907217