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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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At your service on the table : impact of tabletop technology on restaurant performance
Tan, Tom Fangyun; Netessine, Serguei - In: Management science : journal of the Institute for … 66 (2019) 10, pp. 4496-4515
Persistent link: https://www.econbiz.de/10012305257
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The effects of tip recommendations on customer tipping, satisfaction, repatronage, and spending
Alexander, Damon; Boone, Christopher; Lynn, Michael - In: Management science : journal of the Institute for … 67 (2021) 1, pp. 146-165
Persistent link: https://www.econbiz.de/10012435258
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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 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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The labor illusion : how operational transparency increases perceived value
Buell, Ryan W.; Norton, Michael I. - In: Management science : journal of the Institute for … 57 (2011) 9, pp. 1564-1579
Persistent link: https://www.econbiz.de/10009312560
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Determinants and outcomes of Internet banking adoption
Xue, Mei; Hitt, Lorin M.; Chen, Pei-yu - In: Management science : journal of the Institute for … 57 (2011) 2, pp. 291-307
Persistent link: https://www.econbiz.de/10008901442
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Dynamics of consumer adoption of financial innovation : the case of ATM cards
Yang, Botao; Ching, Andrew - In: Management science : journal of the Institute for … 60 (2014) 4, pp. 903-922
Persistent link: https://www.econbiz.de/10010347819
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Managing retention in service relationships
Aflaki, Sam; Popescu, Ioana - In: Management science : journal of the Institute for … 60 (2014) 2, pp. 415-433
Persistent link: https://www.econbiz.de/10010258805