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Consequences of forcing consumers to use technology-based self-service
Reinders, Machiel J.; Dabholkar, Pratibha A.; Frambach, … - In: Journal of service research : JSR 11 (2008/09) 2, pp. 107-123
Persistent link: https://www.econbiz.de/10003776093
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Return on community for consumers and service establishments
Rosenbaum, Mark S. - In: Journal of service research : JSR 11 (2008/09) 2, pp. 179-196
Persistent link: https://www.econbiz.de/10003776181
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Service design for experience-centric services
Zomerdijk, Leonieke G.; Voss, Christopher A. - In: Journal of service research : JSR 13 (2010) 1, pp. 67-82
Persistent link: https://www.econbiz.de/10003959017
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Toward a provider-based view on the design and delivery of quality e-service encounters
Cho, Yun Kyung; Menor, Larry J. - In: Journal of service research : JSR 13 (2010) 1, pp. 83-95
Persistent link: https://www.econbiz.de/10003959018
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Customer and frontline employee influence on new service development performance
Melton, Horace L.; Hartline, Michael D. - In: Journal of service research : JSR 13 (2010) 4, pp. 411-425
Persistent link: https://www.econbiz.de/10008736074
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The role of knowledge management strategies and task knowledge in stimulating service innovation
Storey, Chris; Kahn, Kenneth B. - In: Journal of service research : JSR 13 (2010) 4, pp. 397-410
Persistent link: https://www.econbiz.de/10008736075
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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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Understanding the relationships between commitment and voice : hypotheses, empirical evidence, and directions for future research
Beatty, Sharon E.; Reynolds, Kristy E.; Noble, Stephanie M. - In: Journal of service research : JSR 15 (2012) 3, pp. 296-315
Persistent link: https://www.econbiz.de/10009578290
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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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Understanding priorities for service attribute improvement
Bacon, Donald R. - In: Journal of service research : JSR 15 (2012) 2, pp. 199-214
Persistent link: https://www.econbiz.de/10009548671