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~source:"econis"
~type_genre:"Article in journal"
~type_genre:"Fallstudie"
~type_genre:"Textbook"
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ECONIS (ZBW)
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51
"Yes, and ..." : what improv theater can teach service firms
Robson, Karen
;
Pitt, Leyland F.
;
Berthon, Pierre R.
- In:
Business horizons
58
(
2015
)
4
,
pp. 357-362
Persistent link: https://www.econbiz.de/10011300903
Saved in:
52
Role of service characteristics in determining the degree of customer involvement : a typology
Chakraborty, Subhajit
;
Kaynak, Hale
- In:
International journal of services and standards
9
(
2014
)
1
,
pp. 3-18
Persistent link: https://www.econbiz.de/10011283344
Saved in:
53
The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven
;
Wittkowski, Kristina
;
Handrich, Matthias
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
3
,
pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
Saved in:
54
The effect of service employees' accent on customer reactions
Tombs, Alastair
;
Hill, Sally Rao
- In:
European journal of marketing : EJM
48
(
2014
)
11/12
,
pp. 2051-2070
Persistent link: https://www.econbiz.de/10010461810
Saved in:
55
Exploring guest response towards service failure in home-sharing : service presence and consumption motivation
Lu, Lu
;
Mody, Makarand Amrish
;
Andajigarmaroudi, Saeed
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241810
Saved in:
56
The facilitating dynamic of customer-employee satisfaction : contributions from the person-centred approach to service encounters
Chinchilla, Andrés
;
Sepúlveda, César J.
;
Madero, Sergio
- In:
International journal of services and operations management
32
(
2019
)
3
,
pp. 339-361
Persistent link: https://www.econbiz.de/10012009018
Saved in:
57
Employee display of burnout in the service encounter and its impact on customer satisfaction
Söderlund, Magnus
- In:
Journal of retailing and consumer services
37
(
2017
),
pp. 168-176
Persistent link: https://www.econbiz.de/10011729830
Saved in:
58
"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
Saved in:
59
Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.
;
Fombelle, Paul W.
;
Gregoire, Yany
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
Saved in:
60
A reading in cross-cultural service encounter : exploring the relationship between cultural intelligence, employee performance and service quality
Alshaibani, Elham
;
Bakir, Ali
- In:
Tourism and hospitality research : the surrey quarterly …
17
(
2017
)
3
,
pp. 249-263
Persistent link: https://www.econbiz.de/10011760000
Saved in:
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