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Activating consumers for better service coproduction outcomes through eustress : the interplay of firm-assigned workload, service literacy, and organizational support

Mende, Martin; Scott, Maura L.; Bitner, Mary Jo; … - In: Journal of public policy & marketing : JPP & M ; an … 36 (2017) 1, pp. 137-155

Persistent link: https://www.econbiz.de/10011690548

Domo arigato Mr. Roboto : emergence of automated social presence in organizational frontlines and customers’ service experiences

Doorn, Jenny van; Mende, Martin; Noble, Stephanie M.; … - In: Journal of service research : JSR 20 (2017) 1, pp. 43-58

Persistent link: https://www.econbiz.de/10011647482

Transformative service research: An agenda for the future

Anderson, Laurel; Ostrom, Amy L.; Corus, Canan; Fisk, … - In: Journal of Business Research 66 (2013) 8, pp. 1203-1210

This article conceptualizes and presents a research agenda for the emerging area of transformative service research, which lies at the intersection of service research and transformative consumer research and focuses on well-being outcomes related to service and services. A conceptual framework...

Persistent link: https://www.econbiz.de/10010869705

Transformative service research: An agenda for the future

Anderson, Laurel; Ostrom, Amy L.; Corus, Canan; Fisk, … - In: Journal of business research : JBR 66 (2013) 8, pp. 1203-1210

Persistent link: https://www.econbiz.de/10010119598

Consumers on the job : contextualization crafting in expert services

Azzari, Courtney Nations; Anderson, Laurel; Mende, Martin; … - In: Journal of service research 24 (2021) 4, pp. 520-541

Persistent link: https://www.econbiz.de/10012662583

Relationships take two : customer attachment styles' influence on consumers' desire for close relationships and loyalty to the firm

Mende, Martin; Bolton, Ruth N.; Bitner, Mary Jo - In: MSI reports : working paper series (2009) 3, pp. 23-49

Persistent link: https://www.econbiz.de/10003950175

Decoding costumer-firm relationships : how attachment styles help explain customers' preferences to closeness, repurchase intentions, and changes in relationship breadth

Mende, Martin; Bolton, Ruth N.; Bitner, Mary Jo - In: Journal of marketing research : JMR 50 (2013) 1, pp. 125-142

Persistent link: https://www.econbiz.de/10009715240

Relationships take two : customer attachment styles' influence on consumers' desire for close relationships and loyalty to the firm

Mende, Martin; Bolton, Ruth N.; Bitner, Mary Jo - In: MSI reports : working paper series (2009) 3, pp. 23-49

Persistent link: https://www.econbiz.de/10009893540

Decoding Customer-Firm Relationships: How Attachment Styles Help Explain Customers' Preferences for Closeness, Repurchase Intentions, and Changes in Relationship Breadth

Mende, Martin; Bolton, Ruth N; Jo Bitner, Mary - In: Journal of marketing research : JMR 50 (2013) 1, pp. 125-142

Persistent link: https://www.econbiz.de/10010084371