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Employee emotional competence : construct conceptualization and validation of a customer-based measure
Delcourt, Cécile; Gremler, Dwayne D.; Riel, Allard C. … - In: Journal of service research : JSR 19 (2016) 1, pp. 72-87
Persistent link: https://www.econbiz.de/10011433201
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The complex role of complexity : how service providers can mitigate negative effects of perceived service complexity when selling professional services
Mikolon, Sven; Kolberg, Anika; Haumann, Till; Wieseke, Jan - In: Journal of service research : JSR 18 (2015) 4, pp. 513-528
Persistent link: https://www.econbiz.de/10011392292
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Seamless service? On the role and impact of service orchestrators in human-centered service systems
Breidbach, Christoph F.; Antons, David; Salge, Torsten … - In: Journal of service research : JSR 19 (2016) 4, pp. 458-476
Persistent link: https://www.econbiz.de/10011606993
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Absorbing customer knowledge : how customer involvement enables service design success
Storey, Chris; Larbig, Christine - In: Journal of service research : JSR 21 (2018) 1, pp. 101-118
Persistent link: https://www.econbiz.de/10011855781
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A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.; Brady, Michael K.; Hopkins, Lucas M. - In: Journal of service research : JSR 21 (2018) 2, pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
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The dilemma of service productivity and service innovation : an empirical exploration in financial services
Aspara, Jaakko; Klein, Jan F.; Luo, Xueming; Tikkanen, … - In: Journal of service research : JSR 21 (2018) 2, pp. 249-262
Persistent link: https://www.econbiz.de/10011855809
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Improving productivity in design and development of information technology (IT) service delivery simulation models
Beloglazov, Anton; Banerjee, Dipyaman; Hartman, Alan; … - In: Journal of service research : JSR 18 (2015) 1, pp. 75-89
Persistent link: https://www.econbiz.de/10010483437
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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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Service systems : a broadened framework and research agenda on value propositions, engagement, and service experience
Chandler, Jennifer D.; Lusch, Robert F. - In: Journal of service research : JSR 18 (2015) 1, pp. 6-22
Persistent link: https://www.econbiz.de/10010483444
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Tailoring to customers' needs : understanding how to promote an adaptive service experience with frontline employees
Wilder, Kelly M.; Collier, Joel E.; Barnes, Donald C. - In: Journal of service research : JSR 17 (2014) 4, pp. 446-459
Persistent link: https://www.econbiz.de/10010432160