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Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops
Evanschitzky, Heiner; Wangenheim, Florian v.; … - In: Journal of retailing 88 (2012) 3, pp. 356-367
Persistent link: https://www.econbiz.de/10010011495
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Technology mediation in service delivery: A new typology and an agenda for managers and academics
Schumann, Jan H.; Wünderlich, Nancy V.; Wangenheim, Florian - In: Technovation : the international journal of … 32 (2012) 2, pp. 133-144
Persistent link: https://www.econbiz.de/10009821487
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Management and marketing of remote services: Conceptualization, managerial challenges and an agenda for future research
Wünderlich, Nancy V.; Schumann, Jan H.; Wangenheim, … - In: Journal of business economics : JBE 81 (2011) 9, pp. 977-1002
Persistent link: https://www.econbiz.de/10009265208
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Service Separation and Customer Satisfaction: Assessing the Service Separation/Customer Integration Paradox
Paluch, Stefanie; Blut, Markus - In: Journal of service research : JSR 16 (2013) 3, pp. 415-427
Persistent link: https://www.econbiz.de/10010159462