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~person:"Paul, Justin"
~person:"Svensson, Göran"
~type_genre:"Article in journal"
~type_genre:"Textbook"
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Customer satisfaction
42
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Paul, Justin
Svensson, Göran
Machin, Stephen
90
Kumar, Satish
83
Wright, Mike
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Han, Heesup
74
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67
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57
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56
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49
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48
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42
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37
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37
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36
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36
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ECONIS (ZBW)
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1
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
Saved in:
2
Balancing reactions and actions between service receivers and service providers to resolve service failures
Magaña Carrillo, Irma
;
Svensson, Göran
;
Otero-Neira, …
- In:
International journal of business excellence : IJBEX
26
(
2022
)
1
,
pp. 20-41
Persistent link: https://www.econbiz.de/10013198109
Saved in:
3
Tell us your concern, and we shall together address! : role of service booking channels and brand equity on post-failure outcomes
Manu C
;
Sreejesh, S.
;
Paul, Justin
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012585701
Saved in:
4
Comparing the life-cycles of service sales between buyers and sellers in business relationships through a teleological lens
Rodríguez, Rocío
;
Svensson, Göran
;
Román, Sergio
- In:
International journal of business excellence
15
(
2018
)
1
,
pp. 95-113
Persistent link: https://www.econbiz.de/10011954188
Saved in:
5
A sustainable business model in services : an assessment and validation
Høgevold, Nils M.
;
Svensson, Göran
;
Padin, Carmen
- In:
International journal of quality and service sciences
7
(
2015
)
1
,
pp. 17-33
Persistent link: https://www.econbiz.de/10011300155
Saved in:
6
Special issue: retailing and consumer services at a tipping point : conceptual frameworks and theoretical models
Paul, Justin
(
ed.
);
Rosenbaum, Mark
(
ed.
)
-
2020
Persistent link: https://www.econbiz.de/10012238483
Saved in:
7
A comparison of sustainable business models between goods and service industries : similarities and differences
Høgevold, Nils M.
;
Svensson, Göran
;
Padin, Carmen
; …
- In:
International journal of business excellence
10
(
2016
)
1
,
pp. 20-36
Persistent link: https://www.econbiz.de/10011665080
Saved in:
8
Service failure and problems : internal marketing solutions for facing the future
Paul, Justin
;
Sahadev, Sunil
- In:
Journal of retailing and consumer services
40
(
2018
),
pp. 304-311
Persistent link: https://www.econbiz.de/10011801993
Saved in:
9
Salespeople's sales performance skills in B2B of services firms : a cross-industrial study
Høgevold, Nils
;
Rodríguez, Rocío
;
Svensson, Göran
; …
- In:
European business review
36
(
2024
)
2
,
pp. 201-224
Persistent link: https://www.econbiz.de/10014513321
Saved in:
10
Organisational and environmental indicators of B2B sellers' sales performance in services firms
Rodríguez, Rocío
;
Roberts-Lombard, Mornay
;
Høgevold, …
- In:
European business review
34
(
2022
)
4
,
pp. 578-602
Persistent link: https://www.econbiz.de/10013412243
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