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Service separation and customer satisfaction : assessing the service separation/customer integration paradox
Paluch, Stefanie; Blut, Markus - In: Journal of service research : JSR 16 (2013) 3, pp. 415-427
Persistent link: https://www.econbiz.de/10009782110
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Data-driven analytical tools for characterization of productivity and service quality issues in IT service factories
Cavalcante, Victor F.; Pinhanez, Claudio S.; Paula, … - In: Journal of service research : JSR 16 (2013) 3, pp. 295-310
Persistent link: https://www.econbiz.de/10009782143
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How relationship age moderates loyalty formation : the increasing effect of relational equity on customer loyalty
Raimondo, Maria Antonietta; Miceli, Gaetano Nino; … - In: Journal of service research : JSR 11 (2008/09) 2, pp. 142-160
Persistent link: https://www.econbiz.de/10003776176
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The impact of the business cycle on service providers : insights from international tourism
Dekimpe, Marnik G.; Peers, Yuri; Heerde, Harald J. van - In: Journal of service research : JSR 19 (2016) 1, pp. 22-38
Persistent link: https://www.econbiz.de/10011433131
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Customer referral behavior : do switchers and stayers differ?
Stein, Alisha; Ramaseshan, B. - In: Journal of service research : JSR 18 (2015) 2, pp. 229-239
Persistent link: https://www.econbiz.de/10011283705
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A service climate synthesis and future research agenda
Bowen, David E.; Schneider, Benjamin - In: Journal of service research : JSR 17 (2014) 1, pp. 5-22
Persistent link: https://www.econbiz.de/10010356892
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Selective halo effects arising from improving the interpersonal skills of frontline employees
Dagger, Tracey S.; Danaher, Peter J.; Sweeney, Jillian C.; … - In: Journal of service research : JSR 16 (2013) 4, pp. 488-502
Persistent link: https://www.econbiz.de/10010203520
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Exploring the zone of tolerance for internal customers in IT-enabled call centers
Hsieh, J. J. Po-an; Sharma, Piyush; Rai, Arun; … - In: Journal of service research : JSR 16 (2013) 3, pp. 277-294
Persistent link: https://www.econbiz.de/10009782145
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Is there a halo effect in satisfaction formation in business-to-business services?
Doorn, Jenny van - In: Journal of service research : JSR 11 (2008/09) 2, pp. 124-141
Persistent link: https://www.econbiz.de/10003776094
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The impact of value congruence on consumer-service brand relationships
Zhang, Jing; Bloemer, Josée M. M. - In: Journal of service research : JSR 11 (2008/09) 2, pp. 161-178
Persistent link: https://www.econbiz.de/10003776179