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The influence of social undermining on the service employee's customer-oriented boundary-spanning behavior
Yoo, Jaewon - In: The journal of services marketing 27 (2013) 7, pp. 539-550
Persistent link: https://www.econbiz.de/10010231176
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Conducting service research that matters
Gustafsson, Anders; Aksoy, Lerzan; Brady, Michael K.; … - In: The journal of services marketing 29 (2015) 6/7, pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
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Extending the context of service : from encounters to ecosystems
Akaka, Melissa Archpru; Vargo, Stephen L. - In: The journal of services marketing 29 (2015) 6/7, pp. 453-462
Persistent link: https://www.econbiz.de/10011418340
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Customer-dominant logic : foundations and implications
Heinonen, Kristina; Strandvik, Tore - In: The journal of services marketing 29 (2015) 6/7, pp. 472-484
Persistent link: https://www.econbiz.de/10011418348
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When good news is bad news : the negative impact of positive customer feedback on front-line employee well-being
Alkire, Linda; Burton, Jamie; Gruber, Thorsten - In: The journal of services marketing 29 (2015) 6/7, pp. 599-612
Persistent link: https://www.econbiz.de/10011418374
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Retrospective : a cross-sectional test of the effect and conceptualization of service value revisited
Cronin, J. J. - In: The journal of services marketing 30 (2016) 3, pp. 261-265
Persistent link: https://www.econbiz.de/10011524364
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Gratitude in service encounters : implications for building loyalty
Bock, Dora Elizabeth; Folse, Judith Anne Garretson; … - In: The journal of services marketing 30 (2016) 3, pp. 341-358
Persistent link: https://www.econbiz.de/10011524416
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S-D logic-informed customer engagement : integrative framework, revised fundamental propositions, and application to CRM
Hollebeek, Linda D.; Srivastava, Rajendra K.; Chen, Tom - In: Journal of the Academy of Marketing Science 47 (2019) 1, pp. 161-185
Persistent link: https://www.econbiz.de/10011996797
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Unintended reward costs : the effectiveness of customer referral reward programs for innovative products and services
Dose, David; Walsh, Gianfranco; Beatty, Sharon E.; … - In: Journal of the Academy of Marketing Science 47 (2019) 3, pp. 438-459
Persistent link: https://www.econbiz.de/10012107178
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Exploring service failure in a business-to-business context
Zhu, Xia; Zolkiewski, Judy - In: The journal of services marketing 29 (2015) 5, pp. 367-379
Persistent link: https://www.econbiz.de/10011387791