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A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry
Svari, Sander; Svensson, Göran; Slåtten, Terje; … - In: Managing service quality : MSQ ; an international journal 20 (2010) 1, pp. 26-45
Persistent link: https://www.econbiz.de/10003940603
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Negative emotions and their effect on customer complaint behaviour
Tronvoll, Bård - In: Journal of service management 22 (2011) 1, pp. 111-134
Persistent link: https://www.econbiz.de/10009010792
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Using strategic idleness to improve customer service experience in service networks
Baron, Opher; Berman, Oded; Krass, Dmitry; Wang, Jianfu - In: Operations research 62 (2014) 1, pp. 123-140
Persistent link: https://www.econbiz.de/10010338548
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An exploratory study into the determinants of adoption of mobile TV services : an integrated value perspective
Borges, Mónica S.; Rita, Paulo; Pagani, Margherita - In: International journal of electronic business 12 (2015) 1, pp. 70-94
Persistent link: https://www.econbiz.de/10011458103
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A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander; Slåtten, Terje; Svensson, Göran; … - In: The journal of services marketing 25 (2011) 5, pp. 323-335
Persistent link: https://www.econbiz.de/10009272255
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An exploratory study of consumer attitudes towards mobile ticketing in Sweden : ("work in progress") ; final paper submitted to the 24th European Regional Conference of the Interna...
Apanasevic, Tatjana; Markendahl, Jan; Arvidsson, Niklas - 2013
Swedish public transport organizations have set an objective to double usage of the public transport during the next coming five years. This study attempts to investigate if the current ticket solutions support the goal of the public transport companies, and if the available mobile phone...
Persistent link: https://www.econbiz.de/10010209350
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Switching behavior of U.S. mobile phone service customers after providers shift from contract to no contract mobile phone service plans
Tesform, Goitom; Birch, Nancy J.; Culver, Jeffrey N. - In: Journal of retailing and consumer services 33 (2016), pp. 154-163
Persistent link: https://www.econbiz.de/10011598729
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Improving service quality through customer journey analysis
Halvorsrud, Ragnhild; Lvale, Knut; Følstad, Asbjørn - In: Journal of service theory and practice : JSTP 26 (2016) 6, pp. 840-867
Persistent link: https://www.econbiz.de/10011599350
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Factors affecting consumers' choice of mobile communication service providers in the City of Tshwane
Mudzanani, Takalani Eric; Molaoa, Tankiso Augustine - In: African journal of business and economic research : AJBER 13 (2018) 3, pp. 175-203
Persistent link: https://www.econbiz.de/10012056009
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Mobile phone service providers shift to no-contract plans : implications on customer retention
Tesfom, Goitom; Birch, Nancy J.; Culver, Jeffrey N. - In: Services marketing quarterly 39 (2018) 2, pp. 92-107
Persistent link: https://www.econbiz.de/10011859502