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Can customers detect script usage in service encounters? : an experimental video analysis
Victorino, Liana; Verma, Rohit; Bonner, Bryan L.; … - In: Journal of service research : JSR 15 (2012) 4, pp. 390-400
Persistent link: https://www.econbiz.de/10009673029
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Script usage in standardized and customized service encounters : implications for perceived service quality
Victorino, Liana; Verma, Rohit; Wardell, Don G. - In: Production and operations management : an international … 22 (2013) 3, pp. 518-534
Persistent link: https://www.econbiz.de/10009760480
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Script Usage in Standardized and Customized Service Encounters: Implications for Perceived Service Quality
Victorino, Liana; Verma, Rohit; Wardell, Don G. - In: Production and operations management : an international … 22 (2013) 3, pp. 518-534
Persistent link: https://www.econbiz.de/10010116553
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Surprise, anticipation, and sequence effects in the design of experiential services
Dixon, Michael J.; Victorino, Liana; Kwortnik, Robert J.; … - In: Production and operations management : an international … 26 (2017) 5, pp. 945-960
Persistent link: https://www.econbiz.de/10011705505
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The role of coordinated marketing-operations strategy in services : implications for managerial decisions and execution
Dixon, Michael; Karniouchina, Ekaterina V.; Rhee, Bo van der - In: Journal of service management 25 (2014) 2, pp. 275-294
Persistent link: https://www.econbiz.de/10010343465
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Can Customers Detect Script Usage in Service Encounters?
Victorino, Liana; Verma, Rohit; Bonner, Bryan; Wardell, Don - In: Journal of service research : JSR 15 (2012) 4, pp. 390-401
Persistent link: https://www.econbiz.de/10010036789
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Empirical Research Published in Production and Operations Management (1992-2005): Trends and Future Research Directions
Gupta, Sushil; Verma, Rohit; Victorino, Liana - In: Production and operations management : an international … 15 (2006) 3, pp. 432-448
Persistent link: https://www.econbiz.de/10007592631
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Product and Service Innovation: Ideas for Future Cross-Disciplinary Research link rid="fn1">*
x>/Karniouchina, Ekaterina V<; Victorino, Liana; Verma, … - In: The journal of product innovation management : an … 23 (2006) 3, pp. 274-280
Persistent link: https://www.econbiz.de/10007225026
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Service innovation and customer choices in the hospitality industry
Victorino, Liana; Verma, Rohit; Plaschka, Gerhard; Dev, … - In: Managing service quality : MSQ ; an international journal 15 (2005) 6, pp. 555-576
Persistent link: https://www.econbiz.de/10007146704