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Employee behavior, feelings of warmth and customer perception in service encounters
Lemmink, Jos; Mattsson, Jan - In: International Journal of Retail & Distribution Management 30 (2002) 1, pp. 18-33
Models link between employees’ behavior and short‐ and long‐term customer perceptions. Subjects were confronted with five different video taped non‐routine service encounters (study 1) and eight manipulated routine service encounters (study 2). In study 1, two judges encoded behavior of...
Persistent link: https://www.econbiz.de/10014803002
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Strategy by bottom-up abstractions of the customer interface
Mattsson, Jan - In: Journal of strategic marketing 16 (2008) 5, pp. 391-399
Persistent link: https://www.econbiz.de/10003797125
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Developing a strategic abstraction tool for service innovation
Mattsson, Jan - In: Journal of strategic marketing 18 (2010) 2, pp. 133-144
Persistent link: https://www.econbiz.de/10003978351
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Customer Relationship Management (CRM) as innovation : taking care of the right customers
Mattsson, Jan - In: Innovation and the creative process : towards …, (pp. 48-56). 2008
Persistent link: https://www.econbiz.de/10003596259
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Strategic insights from mystery shopping in B2B relationships
Mattsson, Jan - In: Journal of strategic marketing 20 (2012) 4, pp. 313-322
Persistent link: https://www.econbiz.de/10009577756
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Strategic reflexivity in industrial service innovation : managing inter-organisational conflict
Mattsson, Jan - In: Innovation of strategic reflexivity, (pp. 210-222). 2015
Persistent link: https://www.econbiz.de/10010528763
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True Marketing : a value based philosophy for strategic marketing
Mattsson, Jan - In: Journal of strategic marketing 16 (2008) 3, pp. 175-188
Persistent link: https://www.econbiz.de/10003751290
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How bank loan officers evaluate persons applying for credit
Mattsson, Jan - In: Dienstleistungsmarketing : eine Bestandsaufnahme ; …, (pp. 151-170). 1993
Persistent link: https://www.econbiz.de/10001284699
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Initial penetration of European continental markets by small and medium-sized firms
Mattsson, Jan - 1986
Persistent link: https://www.econbiz.de/10001089851