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A framework for evaluating the customer wait experience
McGuire, Kelly A.; Kimes, Sheryl E.; Lynn, Michael; … - In: Journal of service management 21 (2010) 3, pp. 269-290
Persistent link: https://www.econbiz.de/10003993784
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Other-customer failure : effects of perceived employee effort and compensation on complainer and non-complainer service evaluations
Huang, Wen Hsien - In: Journal of service management 21 (2010) 2, pp. 191-211
Persistent link: https://www.econbiz.de/10003987098
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A customer-dominant logic of service
Heinonen, Kristina; Strandvik, Tore; Mickelsson, Karl-Jacob - In: Journal of service management 21 (2010) 4, pp. 531-548
Persistent link: https://www.econbiz.de/10008656284
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Triangle model of fairness : investigating spillovers and reciprocal transfers
Folger, Robert; Ford, Robert C.; Bardes, Mary; Dickson, … - In: Journal of service management 21 (2010) 4, pp. 515-530
Persistent link: https://www.econbiz.de/10008656285
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Customer sociability and the total service experience : antecedents of positive word-of-mouth intentions
Ferguson, Ronald J.; Paulin, Michèle; Bergeron, Jasmin - In: Journal of service management 21 (2010) 1, pp. 25-44
Persistent link: https://www.econbiz.de/10003964295
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Lack of preferential treatment : effects on dissatisfaction after a service failure
Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: Journal of service management 21 (2010) 1, pp. 45-68
Persistent link: https://www.econbiz.de/10003964392
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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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Incentives, organisational identification, and relationship quality among members of fine arts museums
Camarero, Carmen; Garrido Samaniego, María José - In: Journal of service management 22 (2011) 2, pp. 266-287
Persistent link: https://www.econbiz.de/10009155025
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Impact of value congruence on affective commitment : examining the moderating effects
Zhang, Jing; Bloemer, Johanna M. - In: Journal of service management 22 (2011) 2, pp. 160-182
Persistent link: https://www.econbiz.de/10009155030
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Proactive diagnosis : how professional service firms sustain client dialogue
Sieg, Jan Henrik; Fischer, Alban; Wallin, Martin W.; … - In: Journal of service management 23 (2012) 2, pp. 253-278
Persistent link: https://www.econbiz.de/10009554258