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Merely asking the customer to recommend has an impact on word-of-mouth activity
Söderlund, Magnus; Mattsson, Jan - In: Journal of retailing and consumer services 27 (2015), pp. 80-89
Persistent link: https://www.econbiz.de/10011388078
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Employee display of burnout in the service encounter and its impact on customer satisfaction
Söderlund, Magnus - In: Journal of retailing and consumer services 37 (2017), pp. 168-176
Persistent link: https://www.econbiz.de/10011729830
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Employee encouragement of self-disclosure in the service encounter and its impact on customer satisfaction
Söderlund, Magnus - In: Journal of retailing and consumer services 53 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012171941
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Positive social behaviors and suggestive selling in the same service encounter
Söderlund, Magnus - In: Managing service quality : MSQ ; an international journal 23 (2013) 4, pp. 305-320
Persistent link: https://www.econbiz.de/10009769856
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Service robot verbalization in service processes with moral implications and its impact on satisfaction
Söderlund, Magnus - In: Technological forecasting & social change : an … 196 (2023), pp. 1-12
Persistent link: https://www.econbiz.de/10014476488
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Poor and rich customers in the service encounter
Söderlund, Magnus - In: Journal of service management 28 (2017) 2, pp. 265-283
Persistent link: https://www.econbiz.de/10011704037
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The hard-working virtual agent in the service encounter boosts customer satisfaction
Söderlund, Magnus; Oikarinen, Eeva-Liisa; Teck Ming Tan - In: The international review of retail, distribution and … 32 (2022) 4, pp. 388-404
Persistent link: https://www.econbiz.de/10013411669
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Happy to see you : the positive effects of in-store service encounters on the satisfaction of older consumers
Berg, Hanna; Liljedal, Karina T.; Söderlund, Magnus; … - In: The international review of retail, distribution and … 33 (2023) 5, pp. 479-493
Persistent link: https://www.econbiz.de/10014558954
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Common mistakes in designing and implementing service guarantees
McColl, Rod; Mattsson, Jan - In: The journal of services marketing 25 (2011) 6, pp. 451-461
Persistent link: https://www.econbiz.de/10009390043
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Memoryscape : how managers can create lasting customer experiences
McColl, Rod; Mattsson, Jan; Charters, Kathleen - In: The journal of business strategy 43 (2022) 6, pp. 397-405
Persistent link: https://www.econbiz.de/10013455684