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Customer orientation and innovation : a comparative study of manufacturing and service firms
Wang, Qiang; Zhao, Xiande; Voss, Christopher A. - In: International journal of production economics 171 (2016), pp. 221-230
Persistent link: https://www.econbiz.de/10011437355
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"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart; Bowen, David E.; Andreassen, Tor W.; … - In: Journal of business research : JBR 79 (2017), pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
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Service design for experience-centric services
Zomerdijk, Leonieke G.; Voss, Christopher A. - In: Journal of service research : JSR 13 (2010) 1, pp. 67-82
Persistent link: https://www.econbiz.de/10003959017
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The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation
Sousa, Rui; Voss, Christopher A. - In: International journal of operations & production … 29 (2009) 8, pp. 834-864
Persistent link: https://www.econbiz.de/10009523754