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Script usage in standardized and customized service encounters : implications for perceived service quality
Victorino, Liana; Verma, Rohit; Wardell, Don G. - In: Production and operations management : an international … 22 (2013) 3, pp. 518-534
Persistent link: https://www.econbiz.de/10009760480
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Script Usage in Standardized and Customized Service Encounters: Implications for Perceived Service Quality
Victorino, Liana; Verma, Rohit; Wardell, Don G. - In: Production and operations management : an international … 22 (2013) 3, pp. 518-534
Persistent link: https://www.econbiz.de/10010116553
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Surprise, anticipation, and sequence effects in the design of experiential services
Dixon, Michael J.; Victorino, Liana; Kwortnik, Robert J.; … - In: Production and operations management : an international … 26 (2017) 5, pp. 945-960
Persistent link: https://www.econbiz.de/10011705505
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Empirical Research Published in Production and Operations Management (1992-2005): Trends and Future Research Directions
Gupta, Sushil; Verma, Rohit; Victorino, Liana - In: Production and operations management : an international … 15 (2006) 3, pp. 432-448
Persistent link: https://www.econbiz.de/10007592631
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Multiple Raters in Survey-Based Operations Management Research: A Review and Tutorial
Boyer, Kenneth K.; Verma, Rohit - In: Production and operations management : an international … 9 (2000) 2, pp. 128-140
Persistent link: https://www.econbiz.de/10007178687
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A Market Utility-Based Model for Capacity Scheduling in Mass Services
Goodale, John C.; Verma, Rohit; Pullman, Madeleine E. - In: Production and operations management : an international … 12 (2003) 2, pp. 164-185
Persistent link: https://www.econbiz.de/10007156282