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Interactions and consequences of inertia and switching costs
Lee, Richard; Neale, Larry - In: The journal of services marketing 26 (2012) 5, pp. 365-374
Persistent link: https://www.econbiz.de/10009629141
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Offshore outsourcing of customer services : boon or bane?
Sharma, Piyush - In: The journal of services marketing 26 (2012) 5, pp. 352-364
Persistent link: https://www.econbiz.de/10009629142
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Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encounters
Gruber, Thorsten; Szmigin, Isabelle; Voss, Roediger - In: The journal of services marketing 23 (2009) 6, pp. 422-435
Persistent link: https://www.econbiz.de/10009525715
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Betrayal? : relationship quality implications in service recovery
Holloway, Betsy Bugg; Wang, Sijun; Beatty, Sharon E. - In: The journal of services marketing 23 (2009) 6, pp. 385-396
Persistent link: https://www.econbiz.de/10009525724
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Job resourcefulness, symptoms of burnout and service recovery performance : an examination of call centre frontline employees
Ashill, Nicholas J.; Rod, Michel; Thirkell, Peter; … - In: The journal of services marketing 23 (2009) 5, pp. 338-350
Persistent link: https://www.econbiz.de/10009525730
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The use of strategic deception in relationships
Patwardhan, Abhijit; Noble, Stephanie M.; Nishihara, Ceri M. - In: The journal of services marketing 23 (2009) 5, pp. 318-325
Persistent link: https://www.econbiz.de/10009525735
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Does "true" personal or service loyalty last? : a longitudinal study
Bove, Liliana L.; Johnson, Lester W. - In: The journal of services marketing 23 (2009) 3, pp. 187-194
Persistent link: https://www.econbiz.de/10009525754
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B2B services : linking service loyalty and brand equity
Rauyruen, Papassapa; Miller, Kenneth E.; Groth, Markus - In: The journal of services marketing 23 (2009) 3, pp. 175-186
Persistent link: https://www.econbiz.de/10009525757
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Effect of service provider's communication style on customer satisfaction in professional services setting : the moderating role of critically and service nature
Webster, Cynthia; Sundaram, D. S. - In: The journal of services marketing 23 (2009) 2, pp. 104-114
Persistent link: https://www.econbiz.de/10009525768
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Linking the hierarchical service quality model to customer satisfaction and loyalty
Leisen Pollack, Birgit - In: The journal of services marketing 23 (2009) 1, pp. 42-50
Persistent link: https://www.econbiz.de/10009525774