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A process-output classification for customer participation in services
Dong, Beibei; Sivakumar, K. - In: Journal of service management 26 (2015) 5, pp. 726-750
Persistent link: https://www.econbiz.de/10011503557
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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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Providing feedback to service customers : the effect of the presentation order and repetition of feedback types
Kim, Shinyoung; Choi, Sunmee; Verma, Rohit - In: Journal of service management 28 (2017) 2, pp. 389-416
Persistent link: https://www.econbiz.de/10011704070
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Healthcare experience quality : an empirical exploration using content analysis techniques
Ponsignon, Frederic; Smart, Andi; Williams, Mike; Hall, … - In: Journal of service management 26 (2015) 3, pp. 460-485
Persistent link: https://www.econbiz.de/10011389090
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A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong; Han, Rachel; Mattila, Anna S. - In: Journal of service management 27 (2016) 3, pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
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The impact of customer value types on customer outcomes for different retail formats
Willems, Kim; Leroi-Werelds, Sara; Swinnen, Gilbert - In: Journal of service management 27 (2016) 4, pp. 591-618
Persistent link: https://www.econbiz.de/10011563715
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Exposing Pinocchio customers : investigating exaggerated service stories
Harris, Lloyd C.; Fisk, Raymond P.; Sysalova, Hana - In: Journal of service management 27 (2016) 2, pp. 63-90
Persistent link: https://www.econbiz.de/10011564667
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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
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Is more customer control of services always better?
Joosten, Herm; Bloemer, Johanna M.; Hillebrand, Bas - In: Journal of service management 27 (2016) 2, pp. 218-246
Persistent link: https://www.econbiz.de/10011565155
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Customer experience formation in today's service landscape
Lipkin, Michaela - In: Journal of service management 27 (2016) 5, pp. 678-703
Persistent link: https://www.econbiz.de/10011553104