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Customer experience modeling: from customer experience to service design
Teixeira, Jorge; Patrício, Lia; Nunes, Nuno J.; … - In: Journal of service management 23 (2012) 3, pp. 362-377
Persistent link: https://www.econbiz.de/10009991456
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'Collaring the Cheshire Cat': Studying Customers' Services Experience through Metaphor
Goodwin, Cathy; Grove, Stephen J.; Fisk, Raymond P. - In: The service industries journal 16 (1996) 4, pp. 421-442
Persistent link: https://www.econbiz.de/10007323069
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Going green in the service sector: Social responsibility issues, implications and implementation
Grove, Stephen J.; Fisk, Raymond P.; Pickett, Gregory M.; … - In: European journal of marketing : EJM 30 (1996) 5, pp. 56-66
Persistent link: https://www.econbiz.de/10006101408
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Applications of impression management and the drama metaphor in marketing: An introduction
Fisk, Raymond P.; Grove, Stephen J. - In: European journal of marketing : EJM 30 (1996) 9, pp. 6-12
Persistent link: https://www.econbiz.de/10006102605
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The Impact of Other Customers on Service Experiences: A Critical Incident Examination of "Getting Along"
Grove, Stephen J.; Fisk, Raymond P. - In: Journal of retailing 73 (1997) 1, pp. 63-86
Persistent link: https://www.econbiz.de/10006630693
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Tracking the Evolution of the Services Marketing Literature
Fisk, Raymond P.; Brown, Stephen W.; Bitner, Mary Jo - In: Journal of retailing 69 (1993) 1, pp. 61-103
Persistent link: https://www.econbiz.de/10006638522
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The impact of improvisation training on service employees in a European airline: a case study
Daly, Aidan; Grove, Stephen J.; Dorsch, Michael J.; … - In: European journal of marketing : EJM 43 (2009) 3, pp. 459-472
Persistent link: https://www.econbiz.de/10008237705
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Transformative service research: An agenda for the future
Anderson, Laurel; Ostrom, Amy L.; Corus, Canan; Fisk, … - In: Journal of business research : JBR 66 (2013) 8, pp. 1203-1210
Persistent link: https://www.econbiz.de/10010119598
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Knowledge dissemination in the global service marketing community
Lages, Cristiana R.; Simões, Cláudia M.N.; Fisk, … - In: Managing service quality : MSQ ; an international journal 23 (2013) 4, pp. 272-290
Persistent link: https://www.econbiz.de/10010138725
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Skating on Thin Ice: A Metaphorical Approach to Teaching Services Marketing
Fisk, Raymond P.; Grove, Stephen J.; Goodwin, Cathy - In: Journal of marketing education : JME (1994), pp. 101-113
Persistent link: https://www.econbiz.de/10006339973