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Relative measures in service research
Aksoy, Lerzan; Hogreve, Jens; Lariviere, Bart; … - In: The journal of services marketing 29 (2015) 6/7, pp. 448-452
Persistent link: https://www.econbiz.de/10011418336
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How a customer participates matters : "I am producing" versus "I am designing"
Dong, Beibei - In: The journal of services marketing 29 (2015) 6/7, pp. 498-510
Persistent link: https://www.econbiz.de/10011418354
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Understanding consumer loyalty to technology-based self-services with credence qualities
Schuster, Lisa; Proudfoot, Judy; Drennan, Judy - In: The journal of services marketing 29 (2015) 6/7, pp. 522-532
Persistent link: https://www.econbiz.de/10011418359
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When good news is bad news : the negative impact of positive customer feedback on front-line employee well-being
Alkire, Linda; Burton, Jamie; Gruber, Thorsten - In: The journal of services marketing 29 (2015) 6/7, pp. 599-612
Persistent link: https://www.econbiz.de/10011418374
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How does customer orientation influence authentic emotional display?
Huang, Yu-Shan; Brown, Tom - In: The journal of services marketing 30 (2016) 3, pp. 316-326
Persistent link: https://www.econbiz.de/10011524406
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Gratitude in service encounters : implications for building loyalty
Bock, Dora Elizabeth; Folse, Judith Anne Garretson; … - In: The journal of services marketing 30 (2016) 3, pp. 341-358
Persistent link: https://www.econbiz.de/10011524416
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Consumer envy during service encounters
Anaya, Gerardo Joel; Miao, Li; Mattila, Anna S.; … - In: The journal of services marketing 30 (2016) 3, pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
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Retrospective: the effect of guarantees on consumers' evaluation of services
Ostrom, Amy L.; Iacobucci, Dawn - In: The journal of services marketing 30 (2016) 4, pp. 373-376
Persistent link: https://www.econbiz.de/10011615443
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The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings
Kim, Hyun Sik; Choi, Beom Joon - In: The journal of services marketing 30 (2016) 4, pp. 384-397
Persistent link: https://www.econbiz.de/10011615454
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The role of service relationships in employees' and customers' emotional behavior, and customer-related outcomes
Medler-Liraz, Hana - In: The journal of services marketing 30 (2016) 4, pp. 437-448
Persistent link: https://www.econbiz.de/10011615477