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Design dimensions of experience rooms for service test drives : case studies in several service contexts
Edvardsson, Bo; Enquist, Bo; Johnston, Robert - In: Managing service quality : MSQ ; an international journal 20 (2010) 4, pp. 312-327
Persistent link: https://www.econbiz.de/10008655295
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The customer experience : a road-map for improvement
Johnston, Robert; Kong, Xiangyu - In: Managing service quality : MSQ ; an international journal 21 (2011) 1, pp. 5-24
Persistent link: https://www.econbiz.de/10008989023
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The customer experience: a road-map for improvement
Johnston, Robert; Kong, Xiangyu - In: Managing service quality : MSQ ; an international journal 21 (2011) 1, pp. 5-25
Persistent link: https://www.econbiz.de/10008786053
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Design dimensions of experience rooms for service test drives: Case studies in several service contexts
Edvardsson, Bo; Enquist, Bo; Johnston, Robert - In: Managing service quality : MSQ ; an international journal 20 (2010) 4, pp. 312-328
Persistent link: https://www.econbiz.de/10008434817
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Towards a better understanding of service excellence
Johnston, Robert - In: Managing service quality : MSQ ; an international journal 14 (2004) 2, pp. 129-133
Persistent link: https://www.econbiz.de/10007154010
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Singapore Airlines: what it takes to sustain service excellence - a senior management perspective
Wirtz, Jochen; Johnston, Robert - In: Managing service quality : MSQ ; an international journal 13 (2003) 1, pp. 10-19
Persistent link: https://www.econbiz.de/10007162186
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Techniques - Service transaction analysis: Assessing and improving the customer's experience
Johnston, Robert - In: Managing service quality : MSQ ; an international journal 9 (1999) 2, pp. 102-109
Persistent link: https://www.econbiz.de/10007186824