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The impact of service system design and flow experience on customer satisfaction in online financial services
Ding, David Xin; Hu, Paul Jen-Hwa; Verma, Rohit; … - In: Journal of service research : JSR 13 (2010) 1, pp. 96-110
Persistent link: https://www.econbiz.de/10003959021
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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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Providing feedback to service customers : the effect of the presentation order and repetition of feedback types
Kim, Shinyoung; Choi, Sunmee; Verma, Rohit - In: Journal of service management 28 (2017) 2, pp. 389-416
Persistent link: https://www.econbiz.de/10011704070
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How do you feel today? : managing patient emotions during health care experiences to enhance well-being
McColl-Kennedy, Janet R.; Danaher, Tracey S.; Gallan, … - In: Journal of business research : JBR 79 (2017), pp. 247-259
Persistent link: https://www.econbiz.de/10011745308
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Text analytics of service customer reviews and feedback : understanding customers' emotions and cognition in the hospitality industry
Zhang, Jie; Han, Spring H.; Verma, Rohit - In: Research handbook on services management, (pp. 275-294). 2022
Persistent link: https://www.econbiz.de/10014452656