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Vigolo, Vania; Bonfanti, Angelo; Magliocca, Pierpaolo; … - In: International journal of managerial and financial accounting 8 (2016) 2, pp. 109-123

Persistent link: https://www.econbiz.de/10011643411

Artificial intelligence in service industries : customers' assessment of service production and resilient service operations

Mariani, Marcello M.; Borghi, Matteo - In: International journal of production research 62 (2024) 15, pp. 5400-5416

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Managing satisfaction in relationships over time

Aflaki, Sam; Popescu, Ioana - 2010

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Do task- and relation-oriented customers co-create a better quality of service? : an empirical study of customer-dominant logic

Cheung, Fung Yi Millissa; To, Wai Ming - In: Management decision : MD 53 (2015) 1, pp. 179-197

Persistent link: https://www.econbiz.de/10010520362

Measuring the variance of customer waiting time in service operations

Zhao, Xiaofeng; Hou, Jianrong; Gilbert, Kenneth C. - In: Management decision : MD 52 (2014) 2, pp. 296-312

Purpose: Waiting lines and delays have become commonplace in service operations. As a result, customer waiting time guarantee is a widely used competition strategy in service industries. To implement waiting time guarantee strategy, managers need to not only know the average of waiting time, but...

Persistent link: https://www.econbiz.de/10010354244

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Nguyen, July; Ferraro, Carla; Sands, Sean - In: Journal of business research : JBR 121 (2020), pp. 592-603

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A customer-dominant logic on service recovery and customer satisfaction

Cheung, Fung Yi Millissa; To, Wai Ming - In: Management decision : MD 54 (2016) 10, pp. 2524-2543

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The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery

Bacile, Todd J.; Wolter, Jeremy S.; Allen, Alexis M.; … - In: Journal of interactive marketing : a quarterly … 44 (2018), pp. 60-81

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A framework for a customer approach to performance measurement in a service context

Ukko, Juhani; Pekkola, Sanna - In: International journal of services and operations management 22 (2015) 2, pp. 210-220

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