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The power of self-efficacy change during service provision : making your customers feel better about themselves pays off

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A hierarchical model of virtual experience and its influences on the perceived value and loyalty of customers

Piyathasanan, Bhuminan; Mathies, Christine; Wetzels, Martin - In: International journal of electronic commerce : IJEC 19 (2014/2015) 2, pp. 126-158

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The conditional enjoyment-enhancing effect of shipping box aesthetics

Schnurr, Benedikt; Wetzels, Martin - In: Journal of retailing and consumer services 57 (2020), pp. 1-8

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Perceived omnichannel customer experience (OCX) : concept, measurement, and impact

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There is a secret to success : Linking customer experience management practices to profitability

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The service triad : an empirical study of service robots, customers and frontline employees

Odekerken-Schröder, Gaby; Mennens, Kars; Steins, Mark; … - In: Journal of service management 33 (2022) 2, pp. 246-292

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"Deal with it" : how coping with e-service innovation affects the customer experience

Ciuchita, Robert; Mahr, Dominik; Odekerken-Schröder, Gaby - In: Journal of business research : JBR 103 (2019), pp. 130-141

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Customer comfort during service robot interactions

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Moments of sorrow and joy

Odekerken‐Schröder, Gaby; van Birgelen, Marcel; … - In: European Journal of Marketing 34 (2000) 1/2, pp. 107-125

It is commonly acknowledged that service quality can be measured by using attribute‐based and incident‐based measurements. Both methods are distinct in nature, but can be used complementarily. However, in the literature a simultaneous empirical investigation of the power of critical...

Persistent link: https://www.econbiz.de/10014721899