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The enhanced loyalty drivers of customers acquired through referral reward programs
Ramaseshan, B.; Wirtz, Jochen; Georgi, Dominik - In: Journal of service management 28 (2017) 4, pp. 687-706
Persistent link: https://www.econbiz.de/10011731220
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Show you care : initiating co-creation in service recovery
Xu, Yingzi; Marshall, Roger; Edvardsson, Bo; Tronvoll, Bård - In: Journal of service management 25 (2014) 3, pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
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Customer experience from a self-service system perspective
Åkesson, Maria; Edvardsson, Bo; Tronvoll, Bård - In: Journal of service management 25 (2014) 5, pp. 677-698
Persistent link: https://www.econbiz.de/10010426047
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Customer acceptance of frontline service robots in retail banking : a qualitative approach
Amelia, Amelia; Mathies, Christine; Patterson, Paul G. - In: Journal of service management 33 (2022) 2, pp. 321-341
Persistent link: https://www.econbiz.de/10012880728
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Poor and rich customers in the service encounter
Söderlund, Magnus - In: Journal of service management 28 (2017) 2, pp. 265-283
Persistent link: https://www.econbiz.de/10011704037
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The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Lin, Cheng-Yu; Lin, Jiun-Sheng Chris - In: Journal of service management 28 (2017) 1, pp. 107-132
Persistent link: https://www.econbiz.de/10011654999
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A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu; Groth, Markus; Zhang, Kaixin; Minbashian, Amirali - In: Journal of service management 34 (2023) 5, pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
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Customer orientation and future market focus in NSD
Hillebrand, Bas; Kemp, Ron; Nijssen, E. J. - In: Journal of service management 22 (2011) 1, pp. 67-84
Persistent link: https://www.econbiz.de/10009010794
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Accessing resources for service innovation : the critical role of network relationships
Rusanen, Helena; Halinen, Aino; Jaakkola, Elina - In: Journal of service management 25 (2014) 1, pp. 2-29
Persistent link: https://www.econbiz.de/10010260121
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Enhancing customer loyalty : critical switching cost factors
El-Manstrly, Dahlia - In: Journal of service management 27 (2016) 2, pp. 144-169
Persistent link: https://www.econbiz.de/10011564674