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The service imperative
Bitner, Mary Jo; Brown, Stephen Walter - In: Business horizons 51 (2008) 1, pp. 39-46
Persistent link: https://www.econbiz.de/10003708228
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Branded service encounters : strategically aligning employee behavior with the brand positioning
Sirianni, Nancy J.; Bitner, Mary Jo; Brown, Stephen Walter - In: Journal of marketing 77 (2013) 6, pp. 108-123
Persistent link: https://www.econbiz.de/10010203344
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Technology infusion in service encounters
Bitner, Mary Jo; Brown, Stephen W.; Meuter, Matthew L. - In: Operations management : a strategic approach, (pp. 178-192). 2005
Persistent link: https://www.econbiz.de/10003120166