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How leaders’ motivation transfers to customer service representatives
Wieseke, Jan; Kraus, Florian; Alavi, Sascha H.; … - In: Journal of service research : JSR 14 (2011) 2, pp. 214-233
Persistent link: https://www.econbiz.de/10009266739
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When do customers get what they expect? Understanding the ambivalent effects of customers' service expectations on satisfaction
Habel, Johannes; Alavi, Sascha; Schmitz, Christian; … - In: Journal of service research : JSR 19 (2016) 4, pp. 361-379
Persistent link: https://www.econbiz.de/10011606692
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The service delivery network (SDN) : a customer-centric perspective of the customer journey
Tax, Stephen S.; McCutcheon, David; Wilkinson, Ian F. - In: Journal of service research : JSR 16 (2013) 4, pp. 454-470
Persistent link: https://www.econbiz.de/10010203533
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Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei; Sivakumar, K.; Evans, Kenneth R.; Zou, … - In: Journal of service research : JSR 19 (2016) 3, pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
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The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung; Tsarenko, Yelena; Tojib, Dewi - In: Journal of service research : JSR 19 (2016) 3, pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
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Organizational service climate drivers of the American Customer Satisfaction Index (ACSI) and financial and market performance
Schneider, Benjamin; Macey, William H.; Lee, Wayne C.; … - In: Journal of service research : JSR 12 (2009/10) 1, pp. 3-14
Persistent link: https://www.econbiz.de/10003877621
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The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions
Van Vaerenbergh, Yves; Larivière, Bart; Vermeir, Iris - In: Journal of service research : JSR 15 (2012) 3, pp. 262-279
Persistent link: https://www.econbiz.de/10009578293
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A five-component customer commitment model : implications for repurchase intentions in goods and services industries
Keiningham, Timothy; Frennea, Carly M.; Aksoy, Lerzan; … - In: Journal of service research : JSR 18 (2015) 4, pp. 433-450
Persistent link: https://www.econbiz.de/10011392272
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Motivating customers to adhere to expert advice in professional services : a medical service context
Seiders, Kathleen; Flynn, Andrea Godfrey; Berry, Leonard L. - In: Journal of service research : JSR 18 (2015) 1, pp. 39-58
Persistent link: https://www.econbiz.de/10010483440
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When service customers do not consume in isolation : a typology of customer copresence influence modes (CCIMs)
Colm, Laura; Ordanini, Andrea; Parasuraman, A. - In: Journal of service research : JSR 20 (2017) 3, pp. 223-239
Persistent link: https://www.econbiz.de/10011736753