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Employee behavior, feelings of warmth and customer perception in service encounters
Lemmink, Jos; Mattsson, Jan - In: International journal of retail & distribution management 30 (2002) 1, pp. 18-33
Persistent link: https://www.econbiz.de/10006437420
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The Effect of Verbalized Emotions on Loyalty in Written Complaints
Mattsson, Jan; Lemmink, Jos; Mccoll, Rod - In: Total quality management & business excellence : an … 15 (2004) 7, pp. 941-958
Persistent link: https://www.econbiz.de/10007153238
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Service Climate in Self-Managing Teams: Mapping the Linkage of Team Member Perceptions and Service Performance Outcomes in a Business-to-Business Setting
Jong, Ad de; Ruyter, Ko de; Lemmink, Jos - In: Journal of management studies : JMS 42 (2005) 8, pp. 1593-1620
Persistent link: https://www.econbiz.de/10005879513
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Manufacturer-Distributor Relationships and Channel Service Quality
Lemmink, Jos; Wetzels, Martin; Koelemeijer, Kitty - In: The international journal of logistics management 7 (1996) 2, pp. 33-42
Persistent link: https://www.econbiz.de/10007318720
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Measuring customer service quality in international marketing channels: A multimethod approach
Wetzels, Martin; Ruyter, Ko de; Lemmink, Jos; … - In: The journal of business & industrial marketing 10 (1995) 5, pp. 50-59
Persistent link: https://www.econbiz.de/10007336572
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Antecedents and Consequences of the Service Climate in Boundary-Spanning Self-Managing Service Teams
Jong, Ad de; Ruyter, Ko de; Lemmink, Jos - In: Journal of marketing 68 (2004) 2, pp. 18-35
Persistent link: https://www.econbiz.de/10005927930
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Consumers' trade-off between relationship, service package and price: An empirical study in the car industry
Odekerken-Schröder, Gaby; Ouwersloot, Hans; Lemmink, Jos; … - In: European journal of marketing : EJM 37 (2003) 1-2, pp. 219-242
Persistent link: https://www.econbiz.de/10006084804
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The power of perceived service quality in international marketing channels
Ruyter, Ko de; Wetzels, Martin; Lemmink, Jos - In: European journal of marketing : EJM 30 (1996) 12, pp. 22-38
Persistent link: https://www.econbiz.de/10006102517
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Competitive Reactions to Product Quality Improvements in Industrial Markets
Lemmink, Jos; Kasper, Hans - In: European journal of marketing : EJM 28 (1994) 12, pp. 50-68
Persistent link: https://www.econbiz.de/10006104703
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Customer-sales employee encounters: a dyadic perspective
van Dolen, Willemijn; Lemmink, Jos; de Ruyter, Ko; de … - In: Journal of retailing 78 (2002) 4, pp. 265-280
Persistent link: https://www.econbiz.de/10006614853