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The customer may not always be right : customer compatibility and service performance
Buell, Ryan W.; Campbell, Dennis W.; Frei, Frances X. - In: Management science : journal of the Institute for … 67 (2021) 3, pp. 1468-1488
Persistent link: https://www.econbiz.de/10012505994
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Service design for a holistic customer experience : a process framework
Bellos, Ioannis - In: Management science : journal of the Institute for … 67 (2021) 3, pp. 1718-1736
Persistent link: https://www.econbiz.de/10012506026
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Managing appointment-based services in the presence of walk-in customers
Shan, Wang; Liu, Nan; Wan, Guohua - In: Management science : journal of the Institute for … 66 (2020) 2, pp. 667-686
Persistent link: https://www.econbiz.de/10012213219
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Consumer return policies in omnichannel operations
Nageswaran, Leela; Cho, Soo-Haeng; Scheller-Wolf, Alan - In: Management science : journal of the Institute for … 66 (2020) 12, pp. 5558-5575
Persistent link: https://www.econbiz.de/10012391392
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Measuring the effect of queues on customer purchases
Lu, Yina; Musalem, Andrés; Olivares, Marcelo; … - In: Management science : journal of the Institute for … 59 (2013) 8, pp. 1743-1763
Persistent link: https://www.econbiz.de/10009788989
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The interplay between online reviews and physician demand : an empirical investigation
Xu, Yuqian; Armony, Mor; Ghose, Anindya - In: Management science : journal of the Institute for … 67 (2021) 12, pp. 7344-7361
Persistent link: https://www.econbiz.de/10012815283
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Cost structure, customer profitability, and retention implications of self-service distribution channels : evidence from customer behavior in an online banking channel
Campbell, Dennis W.; Frei, Frances - In: Management science : journal of the Institute for … 56 (2010) 1, pp. 4-24
Persistent link: https://www.econbiz.de/10003946147
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When to "Fire" customers : customer cost-based pricing
Shin, Jiwoong; Sudhir, K.; Yoon, Dae-hee - In: Management science : journal of the Institute for … 58 (2012) 5, pp. 932-947
Persistent link: https://www.econbiz.de/10009553500
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Can we trust online physician ratings? : evidence from cardiac surgeons in Florida
Lu, Susan Feng; Rui, Huaxia - In: Management science : journal of the Institute for … 64 (2018) 6, pp. 2557-2573
Persistent link: https://www.econbiz.de/10011878974
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Optimal marketing strategies for the acquisition and retention of service subscribers
Ben Rhouma, Tarek; Zaccour, Georges - In: Management science : journal of the Institute for … 64 (2018) 6, pp. 2609-2627
Persistent link: https://www.econbiz.de/10011878982