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An empirical investigation of the effectiveness of an integrated service recovery system

Smith, Jeffery S.; Karwan, Kirk R.; Markland, Robert E. - In: Operations management research : OMR ; advancing … 5 (2012) 1/2, pp. 25-36

Persistent link: https://www.econbiz.de/10009571281

The contingent nature of service recovery system structures

Smith, Jeffery S.; Nagy, Paul F.; Karwan, Kirk R.; … - In: International journal of operations & production … 32 (2012) 7, pp. 877-903

Persistent link: https://www.econbiz.de/10009572734

Improving the application of quality conformance tools in service firms

Jensen, John B.; Markland, Robert E. - In: Journal of Services Marketing 10 (1996) 1, pp. 35-55

Explains that, as global competition changes the expanding service sector, quality will play an increasingly pivotal role in both attracting and retaining service customers. Reveals that research into service quality has addressed two important dimensions: promoting quality through the design of...

Persistent link: https://www.econbiz.de/10014905569

An integrated perspective of service recovery : a sociotechnical systems approach

Smith, Jeffery S.; Fox, Gavin L.; Ramirez, Edward - In: Journal of service research : JSR 13 (2010) 4, pp. 439-452

Persistent link: https://www.econbiz.de/10008736071

Against the green : a multi-method examination of the barriers to green consumption

Gleim, Mark R.; Smith, Jeffery S.; Andrews, Demetra; … - In: Journal of retailing 89 (2013) 1, pp. 44-61

Persistent link: https://www.econbiz.de/10009732746

The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery

Wolter, Jeremy S.; Bacile, Todd J.; Smith, Jeffery S.; … - In: Journal of business research : JBR 104 (2019), pp. 233-246

Persistent link: https://www.econbiz.de/10012105015

Employee satisfaction trajectories and their effect on customer satisfaction and repatronage intentions

Wolter, Jeremy S.; Bock, Dora; Mackey, Jeremy; Xu, Pei; … - In: Journal of the Academy of Marketing Science 47 (2019) 5, pp. 815-836

Persistent link: https://www.econbiz.de/10012107325

Creating ultimate customer loyalty through loyalty conviction and customer-company identification

Wolter, Jeremy S.; Bock, Dora; Smith, Jeffery S.; … - In: Journal of retailing 93 (2017) 4, pp. 458-476

Persistent link: https://www.econbiz.de/10011790705