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From disconfirmation to switching : an empirical investigation of switching intentions after service failure and recovery
Chih, Wen-hai; Wang, Kai-yu; Hsu, Li-chun; Cheng, I-shin - In: The service industries journal 32 (2012) 8, pp. 1305-1321
Persistent link: https://www.econbiz.de/10009553148
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The service industry research imperative
Beyers, William B. - In: The service industries journal 32 (2012) 3/4, pp. 657-682
Persistent link: https://www.econbiz.de/10009510650
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Managing service employees : literature review, expert opinions, and research directions
Wirtz, Jochen; Jerger, Christina - In: The service industries journal 36 (2016) 15/16, pp. 757-788
Persistent link: https://www.econbiz.de/10011672385
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Development and validation of the customer-centered behavior measure
Michel, John W.; Tews, Michael J.; Kavanagh, Michael J. - In: The service industries journal 34 (2014) 13, pp. 1075-1091
Persistent link: https://www.econbiz.de/10010412925
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Enabling customer satisfaction in call center teams : the role of transformational leadership in the service-profit chain
Cavazotte, Flavia; Moreno, Valter; Lasmar, Luis Cesar Chehab - In: The service industries journal 40 (2020) 5/6, pp. 380-393
Persistent link: https://www.econbiz.de/10012208562
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Delineating the effect of market orientation on services performance: a component-wise approach
Tsiotsou, Rodoula H. - In: The service industries journal 30 (2010) 3/4, pp. 375-403
Persistent link: https://www.econbiz.de/10003980716
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Determinants of change in service employment in the United States 1998-2005: findings based on a new classification of industries
Beyers, William - In: The service industries journal 30 (2010) 3/4, pp. 531-547
Persistent link: https://www.econbiz.de/10003980758
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The productivity challenge in services : measurement and strategic perspective
Djellal, Faridah; Gallouj, Fai͏̈z - In: The service industries journal 33 (2013) 3/4, pp. 282-299
Persistent link: https://www.econbiz.de/10009732930
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Special issue: RESER 2011 Conference, Hamburg, Germany : the resilience of the global service economy
Ganz, Walter (contributor) - 2013
Persistent link: https://www.econbiz.de/10009732941
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An assessment of performance-related practices in service operational settings : measures and utilizations patterns
Gomes, Carlos Francisco; Yasin, Mahmoud M. - In: The service industries journal 33 (2013) 1, pp. 73-97
Persistent link: https://www.econbiz.de/10009702924