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"Yes, and ..." : what improv theater can teach service firms

Robson, Karen; Pitt, Leyland F.; Berthon, Pierre R. - In: Business horizons 58 (2015) 4, pp. 357-362

Persistent link: https://www.econbiz.de/10011300903

Nomen est omen : formalizing customer labeling theory

Plangger, Kirk; Kietzmann, Jan H.; Pitt, Leyland F.; … - In: AMS review : official publication of the Academy of … 3 (2013) 4, pp. 193-204

Persistent link: https://www.econbiz.de/10010233420

App service : how do consumers perceive the quality of financial service apps on smart devices?

Treen, Emily; Pitt, Leyland F.; Bredican, John; … - In: Journal of financial services marketing : JFSM 22 (2017) 3, pp. 119-125

Persistent link: https://www.econbiz.de/10011799595

Beyond surveys : leveraging automated text analysis of travellers' online reviews to enhance service quality and willingness to recommend

Robertson, Jeandri; Vella, Joseph; Duncan, Sherese; … - In: Journal of strategic marketing 32 (2024) 4, pp. 516-535

Persistent link: https://www.econbiz.de/10014553335

Buffer bots : the role of virtual service agents in mitigating negative effects when service fails

Sands, Sean; Campbell, Colin L.; Plangger, Kirk; Pitt, … - In: Psychology & marketing 39 (2022) 11, pp. 2039-2054

Persistent link: https://www.econbiz.de/10013465140

Service Customization through Dramaturgy

McCarthy, Ian P. - 2010

The customization of a service often depends on the “performance” delivered by front-stage service employees. Drawing on the theory of dramaturgy and service marketing, we present a typology identifying four distinct and viable configurations for achieving different types of service...

Persistent link: https://www.econbiz.de/10013151681